The pillars that are driving a superior customer service experience are changing. It used to be that just answering a customerís question correctly and in a somewhat timely manner would cut it ó but in 2016 thatís not so. Your customers carry more devices, and are more connected, informed and empowered. Todayís ultra-smart customer demands connected, seamless interactions, experiences where they can choose the service that best suits their needs and consistently offers personalized journeys across all devices. More often than not, the future of business success often depends on whether companies can deliver on those expectations.