ABSTRACT
The consumer is often confronted with poor customer service due to broken processes, inefficient processes and manual processes – that is, the customer is often confronted with the silos of the organization. However, the same consumer is becoming more and more demanding with respect to delivery time – where customers used to expect and accept days or weeks for delivery,
over recent years they have moved to ever more real-time expectations. At the same time, the consumer is demanding higher quality of the products or services. Finally, the product or service is becoming more and more personalized (and thus more complex), supported by increased customer services – ‘This is what I want, and I want it now’.
