Trends 2016: The Future Of Customer Service
Vision: The Contact Centers For Customer Service Playbook
January 5, 2016
Why Read This Report
In the age of the customer, executives don't decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal are shaping customer service technology priorities. This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Differentiated Service Delivers Real Value
- Customer Service Must Be Easy
- Deliver Effective Customer Service
- Forge An Emotional Bond With The Customer
- Pragmatic Execution Is The Key To Success
- Supplemental Material
Case Study: Digital Reinvention Requires A Customer-Obsessed Organization
August 24, 2016 | Frederic Giron
Build Your Digital Transformation Business Case Around The Customer And Revenue Growth
February 22, 2017 | Dan Bieler
Tell Your Board How Business Technology Will Help Win Customers
December 15, 2016 | Matthew Guarini