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Forrester Report: Assess customer service capabilities to pinpoint opportunities for better service

Delivering an excellent customer experience is necessary; believing it to be nonessential is to fall behind. 73% of customer service leaders say that improving CX is… View Article

RETAIL SOLUTIONS

Forrester Report: Assess customer service capabilities to pinpoint opportunities for better service

Delivering an excellent customer experience is necessary; believing it to be nonessential is to fall behind. 73% of customer service leaders say that improving CX is a top business priority over the next 12 months, and 63% want to properly address their customers’ rising expectation*.

Delivering an excellent customer experience is necessary; believing it to be nonessential is to fall behind. 73% of customer service leaders say that improving CX is a top business priority over the next 12 months, and 63% want to properly address their customers’ rising expectation*.

As customers become inclined to expect an experience on par with the best, many leaders are looking to conceive a new customer service strategy or adjust an existing one. This August 2017 Forrester report, “Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service”, provides the framework and necessary considerations for delivering better customer experiences.

The report covers:

  • The causes of poorly conceived customer service strategies (i.e. what to watch out for)
  • The key elements that drive successful customer service experiences
  • Forrester’s “Best Practices Framework” for aligning a strategy within your company

Get the full report here 

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The HR Summit 2019
The HR Summit 2019
8 October 2019
Hallam Conference Centre, London W1W 6JJ
Company values, collaboration with employees and driving a major HR transformation to create a truly omnichannel experience, need to be at the heart of the organisation's culture and brand
AI in Retail Conference 2019
AI in Retail Conference 2019
16 October 2019
Cavendish Conference Center, London W1G 9DT
CONFERENCE AIMED AT RETAILERS WORKING IN MARKETING, IT, DIGITAL, DATA AND TECHNOLOGY
Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Future of Retail Marketing 2020
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10 June 2020
Cavendish Conference Centre, London W1G 9DT
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