Customer Service Trends

How Operations Become Faster, Cheaper And Yet, More Human


A Report By:

Forrester


We’re at a tipping point for customer service operations.

By 2020, customer care is predicted to overtake product and price as the number one way for a business to differentiate itself.

Customers contact enterprises at a greater rate over a greater number of channels – shifting between them seamlessly and even using channels simultaneously.

CX Leaders must transform their operations by developing strength in automation, AI, and knowledge.

Why Read This Report?

This report reveals the top 10 customer service trends for application development and delivery (AD&D) pros supporting customer service. It is a new customer playbook that every customer leader should read to stay competitive!


FORRESTER WEIGHS IN

66% of US online adults said that valuing their time is the most important thing a company can do to provide them with good online customer experience.