KEY TENSION THE TRADE-OFF BETWEEN QUALITY AND COST Historically, customer service leaders have wrestled with a fundamental trade-off: how to provide quality customer care in the most affordable manner possible. This dilemma is amplified given the increased scope Companies need to and investment required to put service at the core of develop an entirely the business. Companies need to develop an entirely new approach to new approach to servicing that bends the cost curve while embracing an ever-increasing number of servicing. opportunities to engage and satisfy customers. They need to find a way to both lower servicing costs and improve experiences, providing customers with whatever it is they need, whenever they need it. This must be in their channel of choice, without the disappointments and pitfalls of current servicing systems. APPLIED CUSTOMER ENGAGEMENT+ REINVENTING SERVICE WITH AI 4