Trends Report

2011 Will Challenge The Status Quo Of eBusiness Online Customer Service

An Empowered Report

January 13th, 2011


Consumers want to engage across a range of touchpoints from websites to mobile devices to tablets. They will expect firms to know who they are, what they have purchased, the nature of their interactions with you, and how much value they represent to businesses. They will expect firms to offer contextual service across a range of touchpoints and technologies. And they will expect empowered customer service support. As consumers' expectations increase and emerging mobile and social strategies continue to challenge established ownership frameworks, Forrester predicts 2011 to bring some key shifts in how eBusiness executives think about and organize for online customer service.

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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.