In this APQC podcast, Optimizing Customer Service, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service practices and processes. Leveraging insights from recent research Optimizing Customer Service and Transforming the DNA of Your Customer Service Team , they will share: 

1. Why customer service matters now 
2. Opportunities for greater alignment between strategy and measures 
3. The changing role of customer service representatives 
4. The future for automation and visibility