Forrester: Three Customer Service Megatrends in 2021

Access the latest Forrester research for can’t-miss trends and breakthrough technologies here.

Post Pandemic Customer Service Excellence

The 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. On the other hand, it has accelerated modernization strategies that were already underway — the value of which will extend far beyond the current circumstances. forrester

Emerging stronger and leaner from the pandemic will require customer service leaders to reimagine current strategies and long-term investments in digitization, AI, and automation. And it will demand a focus on operational agility and resilience to quickly adapt to the unexpected.

As we continue to weather the post-pandemic storm, service leaders must stay abreast of three megatrends emerging at the forefront of 2021.

Download Forrester’s report, The Three Customer Service Megatrends in 2021 – Post Pandemic Customer Service Excellence, to access the latest research and technology trends affecting contact centers. You’ll gain insights into strategies for customer service excellence in a post-pandemic world, and learn from real-world industry leaders who are creating exceptional customer experiences using innovative tools and technologies, including…

  1. AI-Fueled Digital Experiences Underpin Great Customer Service
  2. Modern Agent Desktops Empower Agents To Best Serve Customers
  3. Customer Service Technology Enables Resilience And Sustainability

Get your copy of the report today!


All fields are required

More resources

2023 National Sweepstakes Kit

Second Street’s National Sweepstakes are a fantastic way to drive more revenue and increase your email database.

Read more

Increase the adoption of your knowledge management system

When your team has confidence in your knowledgebase, they are more likely to use it. Learn how to ensure the long-term usage of your knowledgebase and increase the adoption of your knowledge management program by implementing a content review process. Learn more in the Content Review Best Practices Guide. Download the eBook now!

Read more

How healthcare providers are driving exceptional patient experiences with Panviva

Panviva knowledge management provides healthcare organizations with a single source of truth, ensuring Scheduling, Patient Access and Customer Service teams find the right information fast.

Read more