Technology has significantly changed customer service. Mobile technology, SMS, self-service functionality, and social networking all have played a role in recent years in helping companies provide a careful balancing act between prudent financial management and customer satisfaction.

Now companies have come to realize the opportunities they can yield beyond providing efficiencies. By applying technology on a deeper level they can connect customer sentiment to R&D, customer feedback to the back office, and provide consistent engagement on a global scale.

As companies continue to adapt to new ways in which customers want to engage with them, experts predict an explosion of innovation around how organizations leverage the technologies that fuel the company-customer relationship.