Evolution of the Customer Care: Modernize or Get Left Behind By Desiree Grace Much like Neanderthals evolved into modern humans, Customer Care is evolving. No longer a knuckle-dragging, clerical, reactive role, Customer Care has become a smart, analytical, strategic business partner, and a true competitive differentiator. Whether you call this role Customer Experience, Customer Operations, Customer Service, or something else, the role itself is now modern and mission-critical. Why? Increasing Complexity of Customer Expectations Customers now expect faster, more accurate, and proactive communication. Traditional clerical tasks are no longer sufficient. Customer Care Units (CCUs) must be equipped to analyze customer behavior, anticipate issues, and support increasingly complex order management scenarios. Customers have been “trained” through B2C interactions to expect advance shipping notices, tracking information, and real-time updates. For large bills of material (BOMs) an...