Headline
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The world looks very different than it did at the start of 2020. The global pandemic has dramatically increased the speed of digital transformation as throngs of consumers are going digital for the first time to do things like online banking, grocery shopping, and more, creating a new digital-first normal.
While so much of our environment is in flux, the mission of customer service teams remains steady. Organizations need to do more with less to support customers who are expecting more than ever.
In 2020, Forrester conducted an online survey with almost 500 global decision makers involved in customer experience, engagement and service to gauge their digital maturity. Join us as we dive into the survey results and cover three emerging trends:
- Foundational self-service improvement is a top priority The bottom line: enabling customers to solve their own problems can pay huge dividends.
- Getting digital channels to your team How to make digital more effective and how to do it in such a way to optimize costs.
- AI as a catalyst Getting started with AI is critical to accelerate maturity. Those who have adopted AI are ready for these changes. Those who have not adopted AI are falling further and further behind.