For Application Development & Delivery Professionals

Navigate The Future Of Customer Service In 2014

Why Read This Report

In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changes such as the explosion of digital communications, mobility, and the acceleration of innovation are having a profound impact on customer expectations. Business and technology management professionals responsible for customer service are struggling to understand these expectations and are re-engineering end-to-end business processes, deploying new supporting technologies, and leading the organizational changes required to make the transition to new ways of working. This report is a comprehensive update to "Navigate The Future Of Customer Service" originally issued to clients on February 1, 2013. This report summarizes the top 12 customer service trends for 2014 that you must pay attention to in order to deliver customer service excellence. Use Forrester's customer service trends impact analysis framework to make your plans bulletproof.
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TABLE OF CONTENTS

  • Focus On Delivering Cost-Effective Yet Differentiated Service
  • Deliver Pain-Free Customer Service
  • Proactively Engage Your Customers For Service
  • Personalize Customer Service Interactions
  • Focus On Productivity For Optimized Service
  • RECOMMENDATIONS

    Pragmatic Execution Is The Key To Success
  • Supplemental Material
  • Related Research Documents