As digital initiatives and public cloud spending increase, customer service teams are being urged to pursue operational excellence with a focus on customer advocacy and engagement. Traditionally slow to adopt new technologies, these teams are now moving away from legacy systems to embrace innovative solutions that align with technical response teams for better customer experiences. Despite many organizations still operating reactively, there is a shift toward proactive customer service, aiming to address issues before they escalate and improve customer satisfaction metrics like CSAT and NPS. Enhancing collaboration between customer service and technical teams through improved communication and shared metrics is crucial for this transformation. PagerDuty is facilitating this shift by offering a unified platform that breaks down silos, enabling these teams to deliver always-on digital services, streamline processes, and resolve issues more efficiently. This cultural and technological shift is fostering closer alignment between teams, promoting a more connected and responsive customer service model.