Connect your teams, data, and processes to deliver faster, more personalized service
Research report by Harvard Business Review Analytic Services
Business customers expect fast resolutions, personalized interactions, and a seamless experience across channels. Yet disconnected systems and fragmented processes often leave customer service agents searching for information instead of resolving issues. Closing these gaps is essential to strengthening customer relationships and supporting revenue growth.
The report Changes Ahead for B2B Customer Service in a Digitally Driven World, published by Harvard Business Review Analytic Services and sponsored by SAP, examines these challenges through survey of 253 respondents and insights from industry experts. It explores the capabilities organizations need to make customer service a more strategic contributor to business success.
What you’ll discover in this report:
- How customer expectations are changing, from faster issue resolution to more personalized service.
- Why disconnected systems, limited access to customer data, and complex inquiries hinder service teams.
- The gaps between the capabilities organizations consider essential and their ability to deliver them.
- How cross-department collaboration and connected data can improve issue resolution.
- The role of process optimization, automation, and AI in supporting agents and enabling more proactive service.
This report provides a framework for comparing your customer service operations with those of surveyed organizations. It helps leaders identify gaps and set priorities for improving tools, processes, and collaboration across the business.
Download the research report to explore how connected teams, data, and processes can help you deliver a stronger B2B customer experience.
