The rise of connectivity and social media has reshaped today’s customer service and put real power into the hands of the consumer.

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At the same time, new and emerging technologies like 4G, 5G, Internet of Things (IoT)/machine-to-machine (M2M) and big data are giving businesses the tools they need to reimagine the types of service and support capabilities that can meet, and even anticipate, those new consumer demands.

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Here are the four steps that forward-looking companies can take today to get started with these critical technologies.