Trends Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service — Build Your Strategy For A Resilient, Digital-First Service Organization

June 30th, 2020

Summary

To thrive coming out of this pandemic, brands will need to reassess their customer service labor models and their outsourcing partners. Business continuity plans for many customer service organizations were laid low by COVID-19; use this opportunity to craft a new approach to continuity that can truly withstand global crises.

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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.