Curious about what’s ahead in the ever-evolving world of customer service? In the March 2015 Forrester report, Trends 2015: The Future of Customer Service, Kate Leggett outlines the approaching changes, including the ten main trends to look for this year. Her forecasts include movement toward reducing friction between companies and customers, engaging customers proactively to increase their interest, and analyzing individual client behavior to create an experience particular to their interests and needs.
The report makes the case that customer service going forward must become pain-free, proactive, productive, and personalized. After all, as Leggett writes, “In the age of the customer, executives don’t decide how customer-centric their companies are—customers do.”
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