Skip to main content

Save or Share this Report


The Three Megatrends For Customer Service In 2021

February 10, 2021

Primary author headshot


This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty — and spend. Case in point? Growing revenue and improving customer experiences are top post-pandemic business priorities.

On the other hand, the pandemic has accelerated modernization strategies that were already underway, such as digitization and cloud adoption — the value of which will extend far beyond the current circumstances.

To emerge stronger and leaner from the pandemic, you will have to reimagine your current strategy and long-term investments in digitization, AI, and automation. You will also have to focus on operational agility and resilience to quickly adapt to the unexpected. This webinar highlights the three megatrends that customer service leaders must stay abreast of to weather the storm in 2021.

Key takeaways:

  • Digital channels and AI fuel customer service transformation. These technologies autonomously interact with customers and take over repetitive agent tasks. Organizations must meld them into most aspects of customer service operations. Assess the breadth of available AI and automation technologies and their real impact on operations.
  • Modern agent desktops enable trusted relationships. Customer insights, collaborative workspaces, agent guidance, and desktop automation reduce the cognitive load on agents and allow them to build trusted customer relationships.
  • Customer service organizations must rethink the importance of resilience. The COVID-19 pandemic has highlighted the importance of software-as-a-service technologies with rapid ROI. Contact centers that modernize to improve agility will lead, while those that struggle to meet the demands of the altered economy will fall further, if not entirely, behind.

Target audience level: intermediate

Get Access

Already a Client?

Log in to access this webinar.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.

Contact us to learn more.

Purchase Webinar

Price: $ 300.00(USD)


Webinar FAQs

See the Webinar FAQs for answers to technical and other Webinar questions.