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Analyst Report

The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences

Forrester pinpoints three megatrends for 2020 that are fundamentally changing how customer service operates

Offering poor customer service is no longer an option and can potentially cost organisations tens of billions in revenue according to Forrester. Customers now expect (and demand) great experiences. But how can you help ensure you’re delivering this?

Check out Forrester’s report on the three megatrends affecting customer service this year and the steps necessary to improve your customers’ journeys. Key takeways include:
  • How automation and AI now serve as your customer service foundation
  • Why your organisation must produce superagents—supported by AI
  • Steps to rethinking and improving your customer service culture

The Three Customer Service Megatrends In 2020: Fuse AI and Agents To Drive Better Experiences, January 2020, Forrester
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