Maturity Assessment

Gauge Your Customer Service Maturity

Assessment: The Contact Centers For Customer Service Playbook

July 8th, 2020
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Daniel Hong , Art Schoeller , Hailey Colin , Kara Hartig

Summary

An explosion of channels, new technologies like AI, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Customer service success is a journey, not a destination. Every journey has a starting point. This report guides you through Forrester's customer service assessment so customer service leaders who focus on application development and delivery (AD&D) can gauge where their organization is on its journey and discover which core competencies they need to strengthen or develop. This is an update of a previously published report; Forrester reviews and revises it periodically for continued accuracy and relevance.

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