Trends Report

Use Technology To Improve Both Sides Of The Customer Service Journey

February 19th, 2020

Summary

Get in front of customers in the channel they use for each task. Always have human agents on call for complex customer requests. Customers should feel that you’re saving them time, not the other way around. Give representatives the tools they need to serve customers efficiently.

Want to read the full report?

This report is available for individual purchase ($1495).

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.