By 2020, customer experience will differentiate an ecommerce brand
more than price or product for the first time in history. Retailers
who put service first will prosper (and those that don't, won't).
Delivering service to meet customer expectations for immediacy is
impossible using traditional methods. Business as usual won't cut
These days customers won't wait for great service. Just as website
load-time delays have a direct, devastating impact on sales, delays
in service resolution lead to a loss in lifetime customer value.