Save or Share this Report

For Application Development & Delivery Professionals

Engagement Costs Continue To Rise Even With Digital: Here's How To Fight It

Five Steps To Reinvent Customer Service In A Post-Digital World

September 7, 2017

Primary author headshot

Authors

Why Read This Report

Customers use a broad spectrum of channels to interact with a company. Often, they shift from one channel to another — or even use more than one simultaneously. As more channels and touchpoints emerge, application development and delivery (AD&D) pros supporting customer service organizations can't react by adding staff. They need to reboot their operations by leveraging self-service technologies, digitizing processes, exploring new labor models, automating wherever and whenever possible, and adding artificial intelligence (AI) to improve outcomes.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Your Customer Service Costs Are Rising Even With Digital Adoption
  • Reimagine Your Contact Center Operations From The Bottom Up
  • What It Means

  • Amplify Automation, Or Costs Will Spiral Out Of Control
  • Supplemental Material
  • Related Research Documents

Recommended Research