Forrester Research, Inc: Major Trends Driving Customer Service

In this two minute webcast, Kate Leggett, a Forrester vice president and principal analyst, discusses the major trends that will shape how organizations deliver customer service in five years so that it becomes increasingly effortless, increasingly pain free for the customer.

After you view the webcast, hear what Kate has to say about incorporating predictive analytics and decisioning so that every customer’s next best action is correctly anticipated by customer service.


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