“In today's world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion.” – Forrester, 2017 Customer Service Trends
In this report, Forrester advises brands on 10 key trends for 2017 that will influence and enhance the customer service experience; ultimately, helping to impact top-line revenue. The report details driving factors for why customer service organizations are getting smaller, smarter and more strategic.
Top three takeaways:
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