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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