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Posted by Kate Leggett on June 25, 2012
Customer service is a cornerstone of an organization’s customer experience strategy. Organizations must pay attention to their customer service strategy because:
But customer service is hard to deliver. The underlying technology ecosystem has grown more complex over time due to new communication channels, deployment methods such as cloud-based solutions, and vendor mergers and acquisitions. As a result, customer service leaders struggle to enforce a consistent process and experience across their workforce. Specific challenges include the need to:
Forrester’s playbook for customer service excellence, geared towards Application Development and Delivery pros, gives tools to customer service organizations to transform their operations via four critical steps: 1) discover: articulate the value of customer service in business terms; 2) plan: set the strategy for customer service operations; 3) act: execute the strategy; and 4) optimize: measure and optimize customer service operations. Download the executive overview for the customer service playbook for AD&D pros here.
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