In this March 2015 report from Forrester Research, Inc., analyst Kate Leggett states, "In the age of the customer, executives don't decide how customer-centric their companies are—customers do."
Trends 2015: The Future of Customer Service summarizes the top trends in customer service that affect companies' ability to deliver excellent customer service, retain customers, and increase top-line revenue.
Acesse sua cópia grátis para ler a análise de Leggett e suas recomendações sobre as 10 tendências a seguir:
- Trend 1: Customers Will Embrace Emerging Channels To Reduce Friction
- Trend 2: Customer Service Will Adopt A Mobile-First Mindset
- Tendência 3: as empresas explorarão o envolvimento proativo
- Tendência 4: as informações de dispositivos conectados acionarão o atendimento preventivo
- Trend 5: Knowledge Will Evolve From Dialog To Cognitive Engagement
- Trend 6: Predictive Analytics Will Power Offers, Decisions, And Connections
- Trend 7: Journey Analytics Will Improve End-To-End Service
- Trend 8: Improved Agent Experiences Come Into The Spotlight
- Trend 9: Customer Service Organizations Will Adopt SaaS Solutions For Agility
- Tendência 10: o ambiente de tecnologia de atendimento ao cliente se consolidará
Forrester's trends 2015: The Future Of Customer Service is no longer available for complimentary download. See below for more great insights from Forrester:
Forrester's Predictions 2016: The eCommerce Gap Widens
Forrester's Top 10 Customer Service Trends for 2016
Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams