What do clients really want?

Nobody wants to have to email someone to find out where their work is. That's the one line that sums up what clients actually want from customer success today. This clip breaks down what customer experience means at Vistra right now: some clients want full self-service, others want digital updates but still like a person to call for the details, and almost everyone wants visibility without having to ask for it. It also covers a quieter shift, client RFPs now routinely ask about workflow and orchestration, a question that barely came up five years ago.