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 for online banking, grocery shopping, and more — creating a new digital-first normal.
While so much of our environment is influx, 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: