Trends Report

Trends 2011: Customer Service

Ten Trends Drive Planning For Service And Support Process Transformation

January 25th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

Organizations of all types strive to differentiate themselves through delivering an outstanding customer experience. Customers know what good service is and demand it from each interaction they have, over any channel that they use. But customer service managers continue to struggle with balancing cost-control measures with customer satisfaction initiatives. This report provides insights into the top 10 customer service trends that business process professionals can capitalize on as they set their plans for 2011. Use Forrester's Customer Service Trends Impact Analysis Framework to pinpoint the key steps to make your plans bulletproof.

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