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For Application Development & Delivery Professionals

Trends 2016: The Future Of Customer Service

January 5, 2016

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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.

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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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Table of Contents

  • Differentiated Service Delivers Real Value
  • Customer Service Must Be Easy
  • Deliver Effective Customer Service
  • Forge An Emotional Bond With The Customer
  • Recommendations

  • Pragmatic Execution Is The Key To Success
  • Supplemental Material

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