Maturity Assessment

Gauge Your Customer Service Maturity

Assessment: The Contact Centers For Customer Service Playbook

July 8th, 2020
With contributors:
Daniel Hong , Art Schoeller , Hailey Colin , Kara Hartig


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.

Want to read the full report?

This report is not available for purchase at this time.

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.