‘For customer service leaders, the next year will be an opportunity to shed legacy thinking and reinvent themselves.’ Forrester

A new Forrester report points to a tangible shift in the customer service paradigm, and some key emerging sector trends. After the COVID-19 pandemic forced most organisations’ interactions with their customers online, Forrester expects the customer-service pendulum to swing back toward a more personalised, human-to-human model.

Three Key Megatrends

 The report offers some important insights for customer service leaders. Highlighted among them are the three customer service megatrends which Forrester predicts will characterise 2022 and beyond.

Companies that invested rapidly, but necessarily, on their tech stacks to enable continued operations during lockdowns are now looking for flexibility and resilience as post-pandemic priorities change. Instead of large-scale suites, focus is turning to modular, more open solutions that support an app-based ecosystem, especially as organisations seek to future-proof their tech stacks.

And in an asynchronous landscape, where text-based channels like Messenger and WhatsApp are increasingly common in interactions with customers, it’s becoming essential to build those channels seamlessly into the chain. If a customer wants to switch from a phone call to a text-based chat without losing the thread of the transaction, they must be equipped to do so.

This is part of a wider trend toward combined unified communications and contact centre platforms, a structure that simplifies system architecture and management, and saves money.