Best Practice 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
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
With contributors:
Stephen Powers , Ian Jacobs , Alyson Clarke , Edoardo Zavarella , Benjamin Ensor , 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.