Service leaders are continually challenged to evolve their organizations to meet customer expectations. A significant concern is that 96 percent of customers may leave a business after a negative experience. Leaders often feel lost amid changes in the contact center and customer service landscape, unsure of where to start or what technologies to adopt.

Organizations can assess their service levels by utilizing a service sophistication model provided by Microsoft. This model allows service leaders to visualize their current position relative to the market and identify the capabilities that matter most to them. By answering a few questions, they can receive a customized guidance report outlining their current status and steps for incremental improvement.

Organizations can rethink their customer service experiences by leveraging the Microsoft Digital Contact Center Platform, which integrates various solutions like Microsoft Teams and Dynamics 365. This platform allows for flexibility and collaboration, enabling organizations to enhance their existing infrastructure and create better customer experiences through AI-powered tools and omnichannel capabilities.