This white paper by Ovum is a business guide for customer service executives and managers who have already made the decision to deploy customer service in the cloud but need further insight into the best practices for how to do so successfully and further evolve customer service in the cloud through four phases: implementation, consolidation, optimization and transformation.

These phases span an entire customer experience management strategy over a period of many years. When done right, however, the enterprise can have a unique customer culture and a sustained competitive advantage over the long-term.