Webinars on Demand

Today’s customers control the conversation with businesses. In order to garner customer satisfaction and secure long-term loyalty, businesses must be increasingly focused on delivering customer service in line with ever-growing customer expectations. As a result, businesses are looking to transform their customer service operations to meet the needs of today’s digital, mobile, and multitasking customers.

In this webinar, we'll discuss:

  • Changing consumer expectations for customer service, and how these changing expectations put pressure on today’s customer service organization

  • How better customer experiences can be quantified, and the economic importance of keeping your customers loyal

  • Forrester’s top trends for customer service, and how these trends will transform customer service operations

  • How to measure the success of your customer service operations

  • Laying the CRM foundation to turn your customer service from good to great


  • Kate Leggett

    VP, Principal Analyst

  • Matt Kresch

    Director of Product Marketing

  • Greg Moser

    Customer Care Practice Director