Trends Report

The Three Customer Service Megatrends In 2022

Customer Service Leaders Build Resilient Strategies In A Changed World

March 15th, 2022
Christina McAllister, Senior Analyst
Christina McAllister Senior Analyst
Max Ball, Principal Analyst
Max Ball Principal Analyst
Eric Bellomo, null
Eric Bellomo
With contributors:
Ian Jacobs , Nick Monroe , Hailey Colin , Peter Harrison

Summary

Agility, resilience, and flexibility continue to be essential to long-term contact center strategies that can anticipate and adapt to change. As a customer service leader, your workforce is at the center of this. The pendulum is swinging from automation to increasingly important touchpoints powered by human agents. This report reveals the top three customer service megatrends that customer service leaders must pay attention to in 2022.

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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.