Digital-first or traditional customer service and digital transformation.

Forrester Vice President and Principal Analyst Kate Leggett blogged the emergence of what she calls "digital-first customer service solutions." These types of solutions are characterized as delivering automated interactions over digital channels. She contrasts these with what she calls traditional customer service solutions that offer workflow-based inquiries, case management, and guidance for customer service agents. Diverse sales models and the changing needs of both customers and the business means most companies will find themselves adopting a mix of both. And while these solutions might seem different, they share a key similarity: a dependence on workflow and automation, some of the fundamental building blocks in digital transformation.