OPTIMIZING CUSTOMER SERVICETABLE OF CONTENTS Setting the Stage: Why Customer Service Matters Now Align Customer Service Strategy and Measures Re-examine the Role of Customer Service Professionals Shift Behavior and Rationalize Systems Move to Proactive Customer Service Key Takeaways About this Research Sponsor's Perspective: Esker Inc. 5 7 9 12 15 21 22 23APQC PROJECT TEAM RESEARCH SPONSOR 3 APQC 123 North Post Oak Lane Third Floor Houston, TX 77024 www.apqc.org Copyright ©2022 by APQC All rights reserved. PROJECT PERSONNEL AND COPYRIGHT SENIOR PRINCIPAL RESEARCH LEAD AND PROJECT LEAD Marisa Brown RESEARCH ANALYST Thalin Sieng WRITER Nathanael Vlachos GRAPHICS Dillon Martin GRAPHICS Lochlyn MorganCustomer service interactions are ‘moments of truth’ that provide customer service repre

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