Role of Digital: Customer Service

A qualitative report on the digital transformation process

At the end of 2016, against the continuing backdrop of workplace digital transformation, we spoke with leading L&D experts in Customer Service-focused industries about their challenges in helping colleagues excel in dynamic customer environments.

We went behind the stats to find out the stories affecting the way today’s smart Customer Service organisations manage training, skills and development. We uncovered a leading-edge sector where digital transformation of the customer experience is already significantly advanced, with huge implications for the way learning and development teams influence and optimise the transformation process.

Customer Service is ahead of the curve in the transformation process, and exploring their experiences provides a crucial roadmap for the next few years of change in L&D.

We have collected these exclusive stories into our new must-read report, describing the ways digital transformation is changing L&D. Enter your details in the fields below to download your free copy of the report.

Thanks to our research partners LearnerLab, the learning engagement strategists, for their assistance in conducting this unique research exercise.

To further explore any of the findings in the report with us, just get in touch.


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