The latest article on ‘The Forrester Blog’ is titled “Customer Service Tips For Today’s Digital World”.

Kate Leggett says, “Today, the gap between customers’ expectations and the service they receive can be huge. There’s an explosion of communication channels that customers use—voice, digital channels like email and chat, and social channels like Facebook and Twitter. There’s also an explosion of touchpoints, like smartphones, tablets, and self-service kiosks. Customers expect efficient, consistent, personalized service experiences across these channels and touchpoints”.

Customer Service Tips For Today’s Digital World

The Forrester Blog

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