One view of customer service defines it as “a direct one-on-one interaction between a consumer and company representative, commonly engaged when a consumer is buying a product or service.” In reality, customer services are not constrained to people-delivered offerings, especially as AI takes over more roles previously performed by people. A second misconception in the above definition is that services are realized primarily during product acquisition. In the service industry in particular and all industries in general, most services are sought after and delivered post-acquisition. Consider bank customers obtaining money, paying off a loan, or correcting an account, or a transportation company delivering services to ensure that the customer and/or their shipment gets to the right place in a timely manner. Even retailers or manufacturers provide aftermarket services, including repairs and replacements. Business architecture provides a powerful value add to organizations seeking to optimize their ability to deliver customer services in the form of “product entitlements”. Join us for this webinar as it explores essential aspects of business architecture that play a central role in improving customer service delivery across the private and public sector. 

Presenter: William Ulrich