On the front lines: The role of information in enhancing customer service is an Economist Intelligence Unit report, sponsored by Microsoft. The findings and views expressed in this report do not necessarily reflect the views of the sponsor.
The Economist Intelligence Unit’s editorial team executed the survey, conducted the interviews and wrote the report. Kim Andreasson was the editor and project manager. Ken Waldie was the author. Mike Kenny was responsible for the design of the report. The quantitative findings presented in this report come from an online survey of 110 executives in the customer service function conducted by the Economist Intelligence Unit in February and March 2010.
To supplement the quantitative survey results, the Economist Intelligence Unit also conducted indepth individual interviews with senior executives.