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For Application Development & Delivery Professionals

Empowered Customers Demand Greater Attention Through Online Service

2011 Will Challenge The Status Quo Of eBusiness Online Customer Service

May 24, 2011

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Why Read This Report

Organizations strive to differentiate themselves by delivering an outstanding customer service experience. However, customer expectations are rising dramatically. Customers today are increasingly online; demand contextual, personalized service from every interaction; and have embraced the power of their complaints. This report summarizes the top trends that business process pros supporting customer service organizations must embrace in 2011 to deliver breakthrough online customer service.

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Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

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