The Three Customer Service Megatrends in 2020: Fuse AI and Agents to Drive Better Experiences


Offering poor customer service is no longer an option and can potentially cost organizations tens of billions in revenue according to Forrester. Customers now expect (and demand) great experiences. But how can you help ensure you’re delivering this?

Check out Forrester’s report on the three megatrends affecting customer service this year and the steps necessary to improve your customers’ journeys. Key takeways include:

  • How automation and AI now serve as your customer service foundation
  • Why your organization must produce superagents—supported by AI
  • Steps to rethinking and improving your customer service culture