As customer expectations continue to rise alongside rapidly evolving market demands, how can your brand create an experience that differentiates you from the competition? How should you be thinking about emerging technologies, such as bots and the internet of things (IoT), in ways that will benefit your customers and your business?

97% of consumers across the globe say customer service plays a key role in their choice of and loyalty to a brand. But even if customer service is a key component of your overall engagement strategy, it’s not always easy to identify the practical and measurable steps of digital transformation.

Join our guest Kate Leggett, VP Principal Analyst for Forrester Research, as she shares best practices and a tactical framework for offering intelligent customer service.