Social networking and mobile devices have changed customer expectations in regard to service and support. These new pressures have led to both innovation and disruption in customer service. But when you strip away all the technology, what matters is that you're taking care of the customer faster than ever before. In today's increasingly connected world, that wins customer loyalty and creates a huge competitive advantage.

During the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels, including the Web, email and phone. Customers expect to get service at any time of the day or night and assume that customer service teams will keep a history of all interactions. Bad customer experiences can quickly snowball into online customer uprisings leading to PR disasters.

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