Report

The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence

Vision: The Contact Centers For Customer Service Playbook

January 25th, 2021
With contributors:
Ian Jacobs, Daniel Hong, Hailey Colin, Peter Harrison

Summary

The COVID-19 pandemic has elevated the importance of customer service to nurture customers, retain and increase their loyalty, and grow revenue. Customer service leaders are accelerating modernization strategies that were already underway within their enterprises — the value of which will extend far beyond the current circumstances. This report reveals the top three customer service trends that customer service leaders must pay attention to 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.