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Research Report

The Future of Support Interactions: Persistent, Personalized, Intelligent

What can support organizations do today in preparation to meet and exceed future customer expectations?

Customer engagement continues to rapidly evolve, with new channels emerging and being adopted by customers, and new technologies changing the way companies interact with customers. Innovative consumer firms introducing new interaction capabilities influence customers, who wonder why enterprise support continues to lag in adopting new approaches.

TSIA members are increasingly asking how to prepare for the customer experience of the future. 

This report outlines three themes with implications across the people, process, and technology of technical support: persistent, personalized, and intelligent.

Technology firms should investigate how these themes could impact the experience they deliver to customers in the future, and begin planning now so the required infrastructure is in place.

Download your copy for TSIA's guidance on how to start transforming your customer experience. 

Authored By:

John Ragsdale

Distinquished Vice President, Services Technology Research, TSIA

Publish Date: July 3, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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