Thought leadership

 Constellation Research the research and advisory firm focused on disruptive technologies has published “Compelling Investments for Extraordinary Service,” by Constellation Vice President and Principal Analyst, Elizabeth Herrell. This report helps customer service organizations identify quantifiable value for deploying emerging technologies and steps to build a business case for justifying new investments

This report highlights five key technologies that all customer service organizations should evaluate as these technologies create new revenues, lower service costs, and positively enhance customer experience. Importantly, these customer service investments demonstrate quantifiable business benefits and provide valuable customer insight.

Emerging customer service applications include:

Mobile Web – deliver customer support directly from mobile app

Automated Web chat – uses advanced natural language speech for Web support

Real time analytics – mines data from all types of customer interactions for insight

Big Data – collects and analyzes customer data for informed decisions

Video mobile – supports visual communications to support smartphones and tablet service

“Although emerging applications offer a tremendous potential, the reality is that business decision leaders need to fully appreciate how these applications will transform their business and provide better customer engagement. To build a business case, it is necessary to identify the key pain points of the current operations and quantify the cost of not doing anything.” says Report author, Elizabeth Herrell

This report is designed to assist customer service organizations in moving forward with advanced applications that provide much deeper insight into their customers to improve their customer’s experience and also to more successfully automate a higher percentage of interactions to reduce costs.

This report fits into Constellation’s business research theme, Next Generation Customer Experience.

The Report

Compelling Investments for Extraordinary Service,

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