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The Front Line of Customer Experience: How Customer Care Has Evolved Into a True Marketing Catalyst

Tue, Feb 19, 2019 1:01 PM EST{LOCAL_TZ}


Digital transformation has changed the role of customer service from single-channel cost center into a dynamic platform for delivering customer experience. Brands need to shift how they approach care and identify its true strategic value as ground zero for delivering superior customer experience. New research from customer strategy expert ThinkJar uncovers how brands are remaking their service organizations and why they’re turning it into a driver of strategic value for marketing, product development and more. 

Join thinkJar’s Esteban Kolsky and Sprinklr’s Marshall Kirkpatrick for an in-depth look at the evolving role of customer service, including findings from ThinkJar’s study. You’ll find out:

  • How customer expectations have reframed how brands approach customer service
  • How digital transformation and automation are influencing customer care and marketing
  • What success now looks like for customer care (and how to measure it)

Esteban Kolsky
Principal and Founder

Esteban founded ThinkJar, an advisory and research think-tank focused on customer strategies. He has over 30 years of experience in customer service and CRM operations. Prior to starting ThinkJar, he spent eight years at Gartner focused on issues related to customer service.
Marshall Kirkpatrick
Sr, Director of Influencer
and Analyst Relations

Marshall was CEO of influencer identification and marketing platform Little Bird, which was acquired by Sprinklr in 2016. His work focuses on learning from thought leaders in digital transformation and customer experience and helping customers leverage that knowledge for strategic advantage in times of dramatic change.

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