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 insights gained from big data are having a profound impact on customer expectations. This report summarizes the top 10 customer service trends for 2015 that you must pay attention to in order to deliver customer service excellence to retain customers and increase top-line revenue. This report was originally published under the title "Navigate The Future Of Customer Service In 2014" on February 6, 2014; Forrester reviews and updates it periodically for continued relevance and accuracy.
Tags: Agent Performance Management, Business Process Management (BPM), Contact Center Technologies & Processes, Cross Channel Strategies, Customer Experience Management, Customer Relationship Management (CRM), Customer Service Solutions, eCommerce, IT Infrastructure & Operations, Multichannel Customer Experience, Networking, Packaged Solutions, Software-as-a-Service (SaaS), Tech Sector Economics, Technology Adoption Data