Trends 2016: The Future Of Customer Service

January 5th, 2016

With contributors:

Stephen Powers , Ian Jacobs , Maxie Schmidt , Arelai Ephraim , Peter Harrison

Summary

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.

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