Technology had an impact on customer service. Social media have augmented the voice of the customer and created a space for dialogue and discussion among consumers. The key to win customer service in this landscape is intelligently using the technologies. Forrester Customer Index, which was published last year showed that companies with a strong focus on the customer experience has gained in performance accounts to 43 percent, while those that did not focus on outcomes had a drop in performance by 33.9 percent. Read more at: http://it.toolbox.com/blogs/insidecrm/seven-ways-technology-is-changing-customer-service-in-2015-66154