Cultural change at Service Excellence: organisational development for support automation & monetisation

Customers want personalised service. Until now, however, digital companies in particular have tended to focus on complete efficiency. The automation options also offer scope for new personal services that can be easily monetised and thus offer premium service to customer groups for whom it was previously not possible.

Many employees will be sceptical about this change. This is a challenge in the cultural change from support agents to service experts, I am happy to support you with best practice experiences from other customers