Forrester’s Top 10 Customer Service Trends for 2016: The Future of Customer Service

This report summarizes the top trends in customer service that affect companies’ ability to deliver effective customer service, deliver real value through service, and forge an emotional bond with customers.

Access your complimentary copy to read Forrester’s analysis and recommendations on the following 10 trends:

Trend 1: Companies Will Make Self-Service Easier
Trend 2: Field Service Will Empower Customers To Control Their Time
Trend 3: Companies Will Explore Emerging Channels To Reduce Friction
Trend 4: The Customer Service Technology Ecosystem Will Consolidate
Trend 5: Process Guidance Will Effectively Standardize Service Delivery
Trend 6: Prescriptive Advice Will Power Offers, Decisions, And Connections
Trend 7: Insights From Connected Devices Will Trigger Preemptive Service
Trend 8: Companies Will Explore Proactive Engagement
Trend 9: Organizations Will Strengthen The Customer Bond With Feedback
Trend 10: Empowered Agents Will Improve The Human-To-Human Experience