Customer Service: The Opportunities Explained - Forrester

As we kick off a new decade, not only does customer experience remain a top priority for CEOs, the most progressive companies are taking huge strides in pushing CX at the heart of their transformation. It has never been so vital for the CX leaders to show up with their expertise to lead and support the customer vision, strategy and company transformation.

Despite 2020 quickly taking a turn towards a business standstill, filled with disruption and uncertainty, CX still remains of vital importance, with it potentially being more important than ever before to take care of delivering a good service as well as a positive voice of a company.

Ahead of the CCW Executive Exchange, we interviewed Karine Cardona-Smits, Senior Analyst serving Customer Experience Professionals at Forrester, on her new report, Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation.