Today's visionary business leaders recognize that customers are now in the driver's seat when it comes to your company's public brand perception. The Internet has become a powerful voice and consumers are not afraid to use it. To survive in today's competitive marketplace, organizations must be willing to adapt and respond to this major shift in business-consumer dynamics. This publication takes a comprehensive look at some of the emerging trends and exciting developments that will chart the future of customer service on a global level. We also explore solutions that will help your organization review and revamp some of its legacy customer service practices to improve your service delivery and competitive position. After digesting this book, I am sure that you will agree that all customer interactions have the potential to become a lasting record or testament of how your organization values customers. It therefore requires a greater focus on improved technology and people resources. Consistency is key to improving customer service and we are happy for the opportunity to impress upon you and/or your team as we seek to find effective solutions that will globally revolutionize the customer service culture.