Summary
An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Application development and delivery (AD&D) pros should use Forrester's assessment tool to measure their organization against more than 150 best practices. This framework will help AD&D pros define strategy, gain executive buy-in, build stakeholder consensus, better manage customer service agents, and select the right technologies for loyalty-creating customer experiences.
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