Why Read This
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. When choosing customer service technologies, application development and delivery (AD&D) pros leading customer service projects should move away from a build-first mentality. Instead, they should consider whether technologies they can leverage for customer service already exist within the enterprise. If not, they can look at outsourcing options, CRM suites, or specialty customer service point-solutions vendors. This report provides an overview of options to consider when sourcing customer service technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.