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Posted by Kate Leggett on September 10, 2012
The anniversary of my two-year tenure at Forrester quietly snuck by me last week, and when I remembered about the milestone, it gave me pause to think about how much the customer service landscape has changed these past years and how quickly it keeps on changing. Here are my key thoughts:
We are at a point in time where customer expectations are high; where customers demand effortless, consistent experiences during the engagement cycle; where they expect companies to know who they are and deliver value-added, personalized experiences targeted to their persona and situation at hand. Vendors' technology will be put to the test to deliver on these expectations, and I expect more bold acquisitions and shifts in vendor strategy to occur over the next year.
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