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Esteban Kolsky is the founder and principal of thinkJar, a Customer Strategy consulting and think tank organization helping vendors and user successfully become better, more open, and more collaborative organizations. More information about thinkJar

One response to “Looking at The Future of Customer Service”

  1. Robert Bacal

    I think you are spot on on most of your “futuring” about customer service, but one question I have is whether multi-channel is going to improve service at all. So far it doesn’t seem so, and that’s not so surprising. When a company spreads out its resources across more channels without increasing spend, how can it get better? (see Eight Reasons Why Social Media Negatively Affects Customer Service and The Customer Experience – See more at: http://customerservicezone.com/art/socialtechworse.htm)