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Why Read This Paper?


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 provides the framework and necessary considerations for delivering better customer experiences.


Read this report to learn:  

  • 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.

FORRESTER

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Assess Customer 
Service Capabilities to Pinpoint Opportunities 
for Better Service

* Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service, Forrester, August 2017

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