Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few. But we are now seeing a fundamental shift: developments on the customer’s side of the equation — the meteoric rise of smartphones, social media, broadband and mobility—are the most significant factors driving customer expectations and services.

What does your organization need to do to respond to these changes? I believe there are five key success factors. Read the article and watch the related video interview on Cornell University’s eCornell site.