Technology is changing customer service, with video-based customer service, self-service options, instant messaging, social media, and AI-driven chatbots becoming more prominent.
Open innovation is revolutionizing the way organizations work; from what to who, discovery to detection and ownership to access. It requires new skills and structures and a shift towards shared knowledge and incentives based on reputation.
B2B businesses are prioritizing maximizing returns on digital assets over investing in new technologies. The challenge is how to extract maximum value from existing investments while de-risking the process.
