White Paper

Forrester’s 2017 Customer Service Trends

Published March 1, 2017
Last updated June 30, 2020

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service. In order to improve operations and deliver excellent customer service, businesses are taking on a customer-centric and technologically driven approach.

However, as self-service and digital interactions increase, it’s important for businesses to continue to build good customer relationships and foster lasting emotional connections.

Forrester’s report, 2017 Customer Service Trends: Operations Become Smarter and More Strategic (January 27, 2017), summarizes the top 10 customer service trends of 2017 that can help your business deliver excellent, human-centric customer service and, as a result, build customer loyalty, lifetime value, and advocacy—all of which positively affect top-line revenue.

This report is no longer available. You can visit Forrester's site and learn more here.