2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human

Forrester 2018 Customer Service Trends

Why Read This Report

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

Enterprises should think beyond channels — and beyond just shifting conversations to digital channels. They must focus on delivering the best experience based on context and inquiry type, including via chatbots, visual engagement, and voice interfaces.

Automation And AI Reshape Customer Service Operations

Enterprises must reimagine their operations, with automation and AI at the center of their strategy. AI enables automation to get faster and smarter over time and helps uncover new revenue streams and fundamentally transform operations.

Customer Service Organizations Maximize Human Connections

There are fewer opportunities for human connection in an increasingly digital and self-service world. Organizations must invest in these moments by upskilling their workforces, empowering them, and exploring new labor models.


source: lmistatic

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Authors: Docent Ecommerce

Document type: Analyst Report

Publication date: 24-01-2018

Number of pages: 14

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