Customer service is at an inflection point, in both the business-to-consumer and business-to-business sectors. Costs continue to skyrocket as the volume of inquiries increases, even as customer service budgets remain flat. Customer expectations seem to increase by the hour. Make a mistake or fail to resolve an issue quickly, and businesses may quickly see a decline in customer satisfaction and revenue. Meanwhile, new approaches to customer service management that capitalize on technology innovations—omnichannel integration, web self-service, cloud delivery, devices connected through the Internet of things (IoT), intelligent automation, visual workflows, and advanced analytics—offer great possibilities for more efficient and effective service.