Why Read This
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.
Tags: Consumer Mobility, Contact Center Technologies & Processes, Cross Channel Strategies, Customer Data, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Design & Usability, IT Infrastructure & Operations, Mobile eCommerce, Multichannel Customer Experience, Networking, Personalization, Software-as-a-Service (SaaS), Tech Sector Economics