Digital channels and capabilities are the top customer service spending priorities for 2021, Gartner finds.
FinancialForce provides complete business visibility for the contact center provider
FordPass Rewards drive loyalty among COVID frontline employees and first responders
The ride-sharing company picks up scale with a virtual assistant
The event management solutions provider uses B2B data to enter new markets
Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.
And do they themselves really know?
Institutional knowledge at your fingertips is a big plus right now.
The challenge, as always, is personalization at scale.