Forrester

Why Read This Report

Delivering a differentiated customer experience requires that you have the right technologies, business processes, and empowered organizational structures to support your organization's customer service capabilities. But the customer service technology ecosystem is extremely complex. When faced with the choice of what technologies to take advantage of, application development and delivery (AD&D) pros leading customer service projects should move away from a build-first mentality. Instead, they should first consider if similar technologies exist within the enterprise to leverage for customer service. If there aren't suitable solutions within the enterprise, they can look at outsourcing options, customer relationship management (CRM) suites, or specialty customer service point-solutions vendors. This report — the tools and technology component of the customer service playbook — provides an overview of options to consider when sourcing customer service technologies.