INSIGHT SERVICE IS NO LONGER A POST- PURCHASE SILO Companies need to rethink the role and function of customer service. What was once a support and resolution capability is becoming a proactive and pervasive differentiator. This trend will escalate as hyper-connected, intelligent products proliferate. It is central to the brand’s relationship with the customer—the bridge between brand promise and brand experience—and to the future value a company can expect to derive from an engaged customer. As such, it is transforming from a cost center to a business driver. APPLIED CUSTOMER ENGAGEMENT+ REINVENTING SERVICE WITH AI 5