Customer expectations continue to increase—while their patience decreases. Customer engagements require new skills from agents and new approaches in customer service operations. Against this need, organizations must balance financial considerations and organizational readiness.
Join our guest, Kate Leggett, Vice President and Principal Analyst at Forrester, for the top trends with the most potential for upgrading the delivery of customer service in 2019 and beyond. Your takeaways will include:
- Changes in approach to digital transformation and customer experience
- Technologies most likely to take off
- Importance of agent and employee experience