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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

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