Best Practice Report

Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

Use Forrester's Best Practices Framework For Customer Service Success

August 28th, 2017
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Daniel Hong , Art Schoeller , Mike Chirokas

Summary

An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Application development and delivery (AD&D) pros should use Forrester's assessment tool to measure their organization against more than 150 best practices. This framework will help AD&D pros define strategy, gain executive buy-in, build stakeholder consensus, better manage customer service agents, and select the right technologies for loyalty-creating customer experiences.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.