Trends Report

Empowered Customers Demand Greater Attention Through Online Service

2011 Will Challenge The Status Quo Of eBusiness Online Customer Service

May 24th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst

Summary

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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