The Evolving Role of Customer Service in a Digital Environment

It’s certainly no secret that the rise of social media and consumers’ increased use of mobile devices has steadily transformed the shopping experience. This shift may have come to a tipping point this holiday shopping season, with mobile traffic accounting for more than 30 percent of all online Cyber Monday activity, and mobile sales increasing 55 percent over 2012. There are certainly battles to be won in this new digital landscape, but what’s the potential upside of retailers getting less face time with shoppers?

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