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Forrester’s Top 10 Customer Service Trends for 2016

Ian Jacobs

Join us for a unique opportunity to hear directly from guest speaker Ian Jacobs, Senior Analyst at Forrester Research, as he shares the top customer service trends that are putting customers firmly in the driver’s seat.
According to recent research, easy, effective, and deeply personal service is what’s shaping customer service technology priorities. Top trends indicate that:

● Companies will make self-service easier
● Companies will explore emerging channels to reduce friction
● Companies will explore proactive engagement
● Empowered agents will improve the human-to-human experience

Mike Zinne
Ian will be joined by Mike Zinne, VP of Customer Success at Zendesk, with hands-on experience delivering on these customer service trends.

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