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Forrester’s Trends 2015: The Future Of Customer Service

Published April 2, 2015
Last modified April 2, 2015

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.

Forrester Trends 2015

Access your complimentary copy to read Leggett's analysis and recommendations on the following 10 trends:

  • Trend 1: Customers Will Embrace Emerging Channels To Reduce Friction
  • Trend 2: Customer Service Will Adopt A Mobile-First Mindset
  • Trend 3: Companies Will Explore Proactive Engagement
  • Trend 4: Insights From Connected Devices Will Trigger Preemptive Service
  • 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
  • Trend 10: The Customer Service Technology Ecosystem Will Consolidate

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