The velocity of technological change is accelerating. New technologies are emerging that will reshape customer service as we know it today. Many of these technologies are being tested and even deployed as part of the contact center stack by leading companies. And these technologies are already driving significant benefits for early adopters.
To help us understand these changes, Forrester Research recently released a report entitled “Plan Now For Customer Service In 2021. “ This report (on our recommended reading list) explores five technologies that are expected to transform customer care over the next five years.