Summary
In the age of the customer, customer service must be a cornerstone of a company’s customer experience (CX) strategy. This report addresses the four questions that every business case must answer: What are the business benefits? What are the costs? What future flexibility does the initiative create or decrease? And what are the risks and uncertainties? Forrester’s Total Economic Impact™ (TEI) methodology helps customer service leaders make better decisions by helping them quantify, communicate, and realize the complete business value of a technology investment.
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