Trends Report

Elevate Your Customer Experience With End-To-End Customer Service

Superior Customer Service Evokes Positive Emotions To Create Business Value

January 17th, 2017
With contributors:
Kate Leggett , Travis Wu , Ryan Hart , Michael Barnes , Ivory Chen , Bill Nagel


Customer service is an essential business function and a cornerstone of any company's customer experience (CX) strategy. Successful companies understand that great service is good for business. Meeting customer expectations for quality service, however, requires an enterprisewide effort that goes beyond customer support teams. Informed CX pros leverage customer service to spearhead change toward becoming a truly customer-obsessed organization. This report outlines how visionary organizations embed customer service at key intersections of the customer life cycle to enhance CX and drive business value.

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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.