Predictions Report

Predictions 2021: Customer Service

October 20th, 2020
With contributors:
Daniel Hong , Hailey Colin


While the pandemic inconvenienced nearly everyone, it devastated a wide swath of the population. In 2021, customer service leaders will transform their operations to provide proactive and empathetic service to new “critical needs” customers. Customer behaviors and communication preferences have permanently shifted; in 2021, brands will see a 40% increase in digital customer service. Despite increased digitization, voice will become the channel of choice for the ever-increasing number of interactions that require human empathy. In this report, we explore Forrester’s predictions for customer service in 2021.

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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.