Tech Tide Report

TechRadar™: Customer Service Intelligence, Q2 2017

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

April 7th, 2017
With contributors:
Stephen Powers , Chad Rafferty , Diane Lynch


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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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.