Predictions Report

Predictions 2020: Customer Service

Automation Remakes The Contact Center Organization

October 31st, 2019
Art Schoeller, null
Art Schoeller
Annalise Clayton, null
Annalise Clayton
Caleb Ewald, null
Caleb Ewald
Daniel Hong, null
Daniel Hong
With contributors:
Hailey Colin , Karen Traikovich


We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups. Some jobs will alter irrevocably, but probably not the ones that most brands expected or not in the ways that brands would have predicted just two years ago. Customer service leaders: read these five predictions to understand what to expect next year in your AI-fueled transformation journey.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($795).

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.