Forrester: Assess customer service capabilities to pinpoint opportunities for better service


CX Network
08/03/2018

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Delivering an excellent customer experience is necessary; believing it to be nonessential is to fall behind.

73% of customer service leaders say that improving CX is a top business priority over the next 12 months, and 63% want to properly address their customers’ rising expectation*. As customers become inclined to expect an experience on par with the best, many leaders are looking to conceive a new customer service strategy or adjust an existing one.

This August 2017 Forrester report provides the framework and necessary considerations for delivering better customer experiences.

Read this report to learn:  

• The causes of poorly conceived customer service strategies (i.e. what to watch out for).
• The key elements that drive successful customer service experiences.
• Forrester’s “Best Practices Framework” for aligning a strategy within your company.

See Also: Your guide to omnichannel support

* Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service, Forrester, August 2017
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