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Forrester Report 2018: Customer Service Trends

White Paper Published By: Genesys
Genesys
Published:  Jul 13, 2018
Type:  White Paper

Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends.

 

Forrester Research has identified 10 customer service trends in 2018 for AD&D and others who support customer service. Before you strategize on improving your quality of service, read this Forrester Report by Vice President and Principal Analyst Kate Leggett.

 

You’ll learn which investments are critical and the advantages of:

 

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world



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