Marketing Will Take Over the Call Center
Another five years of breakthrough technologies fueling digitally empowered consumers and brands will have taken us to a new ‘normal.'
One likely result of everyone getting much smarter is deep organizational alignment replacing the silos of today. At that point, all customer facing functions will operate under a single plan and budget. As by far the richest and most influential budget holder, Marketing has taken command under the united remit of ‘Customer Engagement.'
No one, of course, can perfectly predict the future. But this whitepaper provides a compelling case in support of the notion that marketing will end up in charge of a combined customer engagement team.