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The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences

Vision: The Contact Centers For Customer Service Playbook

January 14, 2020

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Why Read This Report

Automation and AI continue their march into customer service operations, and enterprises reap the rewards. Operations become more efficient, and enterprises deliver differentiated experiences, uncover new revenue streams, and reinvent business models. Automation and AI also transform the workforce: Agents work faster and smarter and are more satisfied. This report reveals the top three customer service trends that customer service leaders must pay attention to in 2020.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Poor Customer Service Costs Businesses Tens Of Billions In Revenue
  • Supplemental Material
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