Forrester the mandate for intelligent customer service

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Customers’ expectations for service have risen to include a seamless and consistent customer experience regardless of which communication channels or touchpoints they use throughout their journeys. Enterprises must transform their service operations to deliver differentiated service experiences that keep their buyers satisfied and loyal to their brand, ultimately leading to increased company revenue. Microsoft provides a unified platform, which enables your agents to respond quickly to customer and market changes.

2015, Microsoft commissioned Forrester Consulting to evaluate how customer service strategies are changing in the age of the customer, what is driving new initiatives, and how companies are overcoming challenges to meet increased client expectations. Here we present the results of the survey.