In the world of digital transformation, keeping the focus on the customer experience is paramount. Systems are complex and increasingly distributed, which makes it difficult to stay on top of things when something goes wrong. By Julie Gunderson.
Customer service teams are the gateway to the customer, and more often than not they are the first line of defense when something goes wrong. The role of customer service teams is critical to maintaining and exceeding customer expectations.
The article then focuses on:
- Full-case ownership
- Metrics that matter
- The missing link in DevOps
- Shared goals and values
The article also provide sthe links to further reading, e.g. to their to learn more about customer service ops and full-case ownership, check out PagerDuty’s newest Ops Guide. Good read!
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