[eBook] 5 Questions with Kate Leggett of Forrester

The Emergence of Digital-First Customer Service


What will you learn?

  • ROI that customer service leaders can expect from implementing digital-first customer service solutions
  • Types of companies that need digital-first customer service solutions the most
  • Main problems that digital-first customer service solutions solve (that legacy systems can’t)

What's in this report? 

Following our May 2020 webinar, guest speaker Kate Leggett, VP, Principal Analyst at Forrester Research answered 5 key questions about the emergence of digital-first customer service solutions. She discusses what is driving businesses to shift how they think about providing customer service, and the technologies that support their customers.

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Digital-first customer service solutions deeply embed automation and AI, and offer a swath of synchronous and asynchronous digital channels to effectively engage with customers in an intelligent way, based on a full understanding of the customer, their behavior and their journey. 

- Kate Leggett, VP & Principal Analyst, Forrester in our Q&A

  • Microsoft
  • Western Union
  • BBVA
  • Virgin Media
  • Xfinity