01. Farah Remtulla, KPMG, Visits #theCUBE!. (01:21)
02. Abhijit Mitra, ServiceNow, Visits #theCUBE!. (01:34)
03. Tell Us About Your Relationship With ServiceNow. (01:53)
04. Why The Big Focus On Customer Service. (02:50)
05. How Is KPMG Developing The Play Book For Where The Business Wants To Go. (04:35)
06. What Does It Look Like When You Get Called Into A Customer. (05:59)
07. Is This The Way To Approach The 360 Degree View Of The Customer. (08:59)
08. How Do You Find Other Areas To Feel About Connecting With IT. (10:11)
09. Who Is Responsible For Customer Service. (11:46)
10. How Do You Not Operate On Consensus. (14:10)
11. Is The Expertise In IT The Right Skill Set To Affect The Transformation. (15:58)
https://siliconangle.com/2016/05/23/a-team-sport-customer-service-for-the-future-know16/
--- ---
A team sport: Customer service for the future | #Know16
by R. Danes | May 23, 2016
The word on the street for a while has been that customer service is broken. Every company will have to become an IT company to survive, and they will need support that goes well beyond the familiar call center experience. How are IT providers going to serve the rapidly expanding needs of their customers?
Abhijit Mitra, GM of the customer service management application suite at ServiceNow, Inc., said it’s not so much about customer service management as customer service-management. He told Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), cohosts of theCUBE, from the SiliconANGLE Media team, that the digital transformation currently underway has customers expecting instant gratification and service that is automatic and “always on.”
“What we’re really talking about is customer service as a team sport,” he said. He went into an example of a typical phone call from a customer to a help desk operator. “I can’t solve that problem myself, but you want a solution.” He went on, “So what we’re allowing you to do is connect customer service to the rest of the company — whether it’s engineering, whether it’s operations, whether it’s finance, whether it’s legal.”
A holistic approach
Mitra stressed the importance of getting the problem solved in a one-shot, streamlined fashion. “This is not chats and collaboration and emails and phone calls,” he said. “You’re tracking it in a single system of record and solving it.”
Farah Remtulla, CIO advisory director at KPMG, LLP (a ServiceNow user), who also joined the interview with Mitra and theCUBE, agreed with Mitra that customer service has to become a team sport to grow into what it needs to be.
“I don’t think IT would be successful without understanding marketing, without understanding relationship management. And those things often come from other parts of the business,” she said.
@theCUBE
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01. Farah Remtulla, KPMG, Visits #theCUBE!. (01:21)
02. Abhijit Mitra, ServiceNow, Visits #theCUBE!. (01:34)
03. Tell Us About Your Relationship With ServiceNow. (01:53)
04. Why The Big Focus On Customer Service. (02:50)
05. How Is KPMG Developing The Play Book For Where The Business Wants To Go. (04:35)
06. What Does It Look Like When You Get Called Into A Customer. (05:59)
07. Is This The Way To Approach The 360 Degree View Of The Customer. (08:59)
08. How Do You Find Other Areas To Feel About Connecting With IT. (10:11)
09. Who Is Responsible For Customer Service. (11:46)
10. How Do You Not Operate On Consensus. (14:10)
11. Is The Expertise In IT The Right Skill Set To Affect The Transformation. (15:58)
https://siliconangle.com/2016/05/23/a-team-sport-customer-service-for-the-future-know16/
--- ---
A team sport: Customer service for the future | #Know16
by R. Danes | May 23, 2016
The word on the street for a while has been that customer service is broken. Every company will have to become an IT company to survive, and they will need support that goes well beyond the familiar call center experience. How are IT providers going to serve the rapidly expanding needs of their customers?
Abhijit Mitra, GM of the customer service management application suite at ServiceNow, Inc., said it’s not so much about customer service management as customer service-management. He told Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), cohosts of theCUBE, from the SiliconANGLE Media team, that the digital transformation currently underway has customers expecting instant gratification and service that is automatic and “always on.”
“What we’re really talking about is customer service as a team sport,” he said. He went into an example of a typical phone call from a customer to a help desk operator. “I can’t solve that problem myself, but you want a solution.” He went on, “So what we’re allowing you to do is connect customer service to the rest of the company — whether it’s engineering, whether it’s operations, whether it’s finance, whether it’s legal.”
A holistic approach
Mitra stressed the importance of getting the problem solved in a one-shot, streamlined fashion. “This is not chats and collaboration and emails and phone calls,” he said. “You’re tracking it in a single system of record and solving it.”
Farah Remtulla, CIO advisory director at KPMG, LLP (a ServiceNow user), who also joined the interview with Mitra and theCUBE, agreed with Mitra that customer service has to become a team sport to grow into what it needs to be.
“I don’t think IT would be successful without understanding marketing, without understanding relationship management. And those things often come from other parts of the business,” she said.
@theCUBE
