The Wisdom Series is a collection of Nuance’s observations of the customer care market, including customer care trends and the evolution of businesses’ focus and investments in customer care solutions. We begin this series with a look the environment that is changing the relationship between the customer and a company and what that means for business. As the series progresses, we will take a more in-depth look at relates topics including – the how technology is changing the call center, the evolving role of the care center, the expanding definition of customer and how service can differentiate your brand. Look for new papers every other week. Please subscribe for notification when we post a new topic.
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The Evolution of Customer Service: The Shift from Care 1.0 to Care 2.0
We have all experienced the Care 1.0 world where companies wield the power in the relationship with the customer. Download full paper
Consumer Perspectives in a Care 2.0 World
"When I called the company to let them know they lost a large sale due to poor customer service in the store, they acted as if they didn't really care." Download full paper