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For Application Development & Delivery Professionals

TechRadar™: Customer Service Intelligence, Q2 2017

The State Of Intelligence In Customer Service, Now And In 2025

April 7, 2017


Why Read This Report

Good service, whether it's to answer a customer's question prior to purchase or help a customer resolve an issue post-purchase, should capture the fundamentals of a great experience: ease, effectiveness, and emotion. Yet firms fail to empower agents with the right knowledge, make their workforces more productive, and deliver service in a personal and contextual manner. Application development and delivery (AD&D) pros supporting customer service leverage diverse technologies to solve these issues, which we predict will consolidate by 2025. This report defines the use cases, business value, and outlook for eight technology categories that fuel customer service intelligence.

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Table of Contents

  • Why The Future Of Customer Service Intelligence Matters
  • Overview: TechRadar For Customer Service Intelligence
  • Customer Service Intelligence Will Converge With More Automation
  • Recommendations

  • Prepare For A Convergence Of Technologies On An Accelerating Arc
  • What It Means

  • Customer Service 2025: Empowered By Deeply Embedded Intelligence
  • Supplemental Material
  • Related Research Documents

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