Report

Reboot Customer Service As Part Of Your Digital Banking Strategy

Digital Executives Will Drive The Success Of Their Customer Service Strategy

March 5th, 2018
With contributors:
Stephen Powers, Ian Jacobs, Alyson Clarke, Benjamin Ensor, Edoardo Zavarella, Sam Bartlett

Summary

Contact centers lie at the heart of your digital transformation strategy. They play a crucial role in the engagement and support of customers who demand effortless customer service across all touchpoints, including digital. The future of the contact center lies in being a key customer engagement, financial advice, and sales hub. This report details how digital business strategy professionals must redefine their customer service strategy and build on a foundation of operational efficiencies to deliver differentiated customer service experiences across touchpoints.

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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.