Centro de Documentacion de Fundación MAPFRE - Where is customer care in 2024?

MAP20240004545

Where is customer care in 2024?. — New York : McKinsey & Company, 2024

8 p. . — (Operations Practice)

Sumario: Our survey reveals three major themes that are top of mind for customer care leaders. First, their priorities are shifting, from an overwhelming focus on customer experience to a multidimensional approach that also emphasizes revenue goals and technology transformation. Second, they are working hard to build future-ready AI-enabled ecosystems for their operations. Finally, they are boosting their capabilities by investing in employee upskilling programs and building stronger outsourcing relationships

1. Atención al cliente . 2. Tecnología . 3. Inteligencia artificial . 4. Generación baby boom . 5. Generación Z . I. McKinsey & Company . II. Título.