Forrester Research, Inc: Predictive Analytics and Personalized Service

In this three-minute webcast, Kate Leggett, a Forrester vice president and principal analyst, discusses how analytics-based decisioning is going to become increasingly pervasive to route and recommend the next best action and deliver real-time, personalized service.

After you view the webcast, hear from Kate about the major trends that will shape how organizations deliver customer service in five years.