Customer Service in 2020:

Winning in a Digital World

In Spring 2011, Capgemini Consulting brought together customer service directors from leading global organizations, plus industry experts, to take forward this debate. We challenged the norm, stepped out of our comfort zones and looked to the future.

This ebook is the result. It describes our collective vision of customer service in 2020, underpinned by six key trends. The implications for individual companies will be different depending on the products and services they provide. Whatever business you’re in, our ideas will provoke conversation and enable you to prepare and win in an increasingly digital world.