Trends Report

Plan Now For Customer Service In 2021

Explore Five Technologies To Transform Customer Care Over The Next Five Years

June 28th, 2016
With contributors:
Stephen Powers , Meredith Cain , Peter Harrison

Summary

Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service experiences will come to seem normal for their customers in five years. Many of these technologies require new organizational models as well as new metrics for measuring success — changes that will take time and careful planning. This report highlights the service experiences, and the technologies that underpin them, that your customers will expect in 2021.

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