Innovationen im Service

Which innovations can really improve customer service? Ingo Scheidweiler, a seasoned expert on improving service quality, has identified seven key issues. These include technological service innovations as well as current trends in mobile videos, social communities, wikis and Twitter, increased customer integration, the introduction of sales in service, customer value-based contact distribution, integrated performance management and homeshoring instead of offshoring. Together with co-author Matias Musmacher, he will present vivid practical cases and show, using concrete project plans and ROI calculations, how each of these projects can become a success in implementation.