No function handles a broader range of customer touchpoints than customer care. Executives would be wise to make it the centerpiece of any effort to transform the customer experience.
Consumer expectations are rising across the board—not due to a specific industry but from all of the excellent interactions that leading companies provide.
https://www.mckinsey.com/business-functions/operations/our-insights/the-role-of-customer-care-in-a-customer-experience-transformation/
