Forrester on How to Navigate the Future of Customer Service
By Charles Knapp on Aug 07, 2012
How do you use customer service as a competitive advantage today? Are you struggling to balance cost management and customer satisfaction? The facts:
- Eighty-six percent of customer service decision-makers say that a good customer experience is one of their top strategic priorities
- Sixty-three percent say that they want their customer experience to be the best in their industry
- Thirteen percent say that they want to be a leader in customer experience across all industries
Tune in to this informative, on-demand webcast with Forrester Research. Our speakers are Kate Leggett, Senior Analyst, Forrester Research, and John Perez, Customer Experience Strategist, Oracle RightNow. Kate Leggett is a leading expert on customer service strategies, as well as a published author on customer service trends and best practices. Her research focuses on helping organizations establish customer service strategies and deliver successful customer service projects. John Perez has extensive experience of working on customer experience programs with organizations across a range of industries. He works with Oracle RightNow clients to build customer experience strategies that improve efficiency and productivity, increase sales, and drive customer loyalty.