ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Basic customer profiles [. . . and in with the new] Social profiles [Commentary] 
Agents need a full view of the customer’s profile over traditional and social channels in order to effectively tailor the service experience.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary