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!


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