Customer expectations have evolved beyond ticket and the digital age has forever changed how they want to interact with brands. In today’s experience economy, customer-first enterprises are winning the competitive game across industries. What’s their secret? They've shifted to an approach where each interaction is personalized from start to finish. Customers today want relevant, engaging experiences no matter where they’re researching—web, mobile, video, social and in-store. Your agents should be focused on your customers as people, not manual tasks.

This guide covers how you can achieve customer-first service in four ways including:

• Understanding your customer's emotions
• Encouraging actual conversations
• Embracing omnichannels and breaking down silos
• Reinventing your CS titles and hiring processes