Forrester Report: 2018 Customer Service Trends


We’re at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels — shifting between them seamlessly and even using channels simultaneously. Enterprises react by adding headcount — an unsustainable strategy. You must transform operations by developing strength in automation, AI, and knowledge. This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.

Key Takeaways:

  • Customer Expectations Get Harder To Meet
  • Automation And AI Reshape Customer Service Operations
  • Customer Service Organizations Maximize Human Connections

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