Forrester - Trends 2016: The Future Of Customer Service

Trends 2016: The Future Of Customer Service

Why Read This Report

In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. Changing customer expectations for easy and effective service that is deeply personal are shaping customer service technology priorities. This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.


Key Takeaways

Customer Service In 2016 Demands Customer

Obsession Customer service organizations must build upon a foundation of operational efficiencies to deliver differentiated service experiences in line with customer expectations. Only this level of customer obsession will result in higher levels of loyalty and company revenue.

Customer Service Must Be Easy, Be Effective, And Instill Positive Emotion

Customers will explore emerging communication channels and touchpoints. Yet, they will continue to expect easy, effective service interactions that foster an emotional bond between the customer and company. Companies must leverage insights from past interactions, transactions, and connected devices to deliver upon these expectations.

The Customer Service Technology Ecosystem Will Consolidate

Delivering customer service involves a set of technologies that fall into three main software categories: queuing and routing, CRM customer service, and workforce optimization. We predict that these software categories will consolidate to facilitate the delivery of better customer service.



Language: English
Read more
Authors: Docent Ecommerce

Document type: Research Study

Publication date: 10-10-2016

Number of pages: 16

Share this report