Trends Report

The Second Coming Of Digital-First Customer Service Solutions

AI Fuels Differentiated Digital Customer Service Experiences

February 28th, 2018
With contributors:
Daniel Hong , Sarah Dawson , Peter Harrison


Chat, chatbots, messaging platforms, the internet of things, video, and cobrowsing: Customers are turning to these new technologies for customer support at an ever-increasing rate. Vendors that provide AI-fueled digital customer service solutions complement and extend the capabilities of traditional customer service solutions to handle these new channels and orchestrate new experiences. This report highlights the emergence of and need for this important new category of customer service solutions for application development and delivery (AD&D) professionals.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.