Despite being aware of the business benefits of improved customer service, public and private organizations globally are struggling to step up to the mark and in some cases are getting punished by regulators and their customers, putting the very futureof their businesses at risk.

This paper shows how successful customer service organizations have transformed customer service by empowering their employees. We will see how Dynamic Case Management applications are best placed to deliver employee empowerment and transform customer service, delivering benefits to all three stakeholders in the customer relationship; the customer, the business and the employee.