Process guidance and extended business process management are frequently considered as a couple of the key aspects that will shape the future of customer service. Smart customer service organizations are formalizing agent actions by implementing a process-driven approach to streamline service delivery, minimize agent-training times, and provide a seamless omnichannel customer experience. They increasingly leverage vendor-defined best-practice process flows and industry-specific solutions as starting points and extend these process flows in ways to uniquely differentiate their offerings.