Predictions Report

Predictions 2019: Customer Service And Sales

Invest In Humans In 2019, As Chatbot Backlash Will Emerge

November 8th, 2018
Daniel Hong, null
Daniel Hong
Tom Kaneshige, null
Tom Kaneshige
Art Schoeller, null
Art Schoeller
With contributors:
Stephen Powers , Mary Shea, PhD , Sarah Dawson , Peter Harrison


The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far more complex. Application development and delivery (AD&D) pros should read this report for Forrester's predictions in the customer service and sales software space, including changes to technology, customer backlash against chatbots, and more. Prepare for a new playing field for customer service and sales in 2019.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.