COLUMBUS, Ohio, February 1, 2011 - Astute Solutions ( today announced that it will sponsor and present "Capitalizing on 8 Key Customer Service Trends: Moving Theory into Action" with guest speaker Forrester Research Inc. Senior Analyst, Kate Leggett. The live webcast will take place on Feb. 17 from 1–2 p.m. EST at no charge to participants.

Leveraging insights from Forrester's January 2011 report "Trends 2011: Customer Service," Leggett will discuss the customer behaviors and business drivers behind the year's most significant opportunities for improvement. She will be joined by Lori Angalich, vice president of marketing, Astute Solutions, who will explain how organizations are presently acting on the trends through corresponding examples and application visuals.

Balancing expert analysis with practical recommendations for execution in the real world, "Capitalizing on 8 Key Customer Service Trends: Moving Theory into Action" will break down the steps to service and support transformation. Topics include:

  • Balancing cost and customer satisfaction
  • Standardizing customer service across multiple communication channels
  • Increasing customer engagement and insight through social media and online communities
  • Leveraging mobile applications to enhance real-time service and responsiveness
  • The critical role of knowledge management and its best practices
  • Evolving business processes and customer experiences with end-to-end feedback and actionable insight

The Forrester report states: "Customers are increasingly mobile and reliant on their smartphones to do business and keep connected with their peers. They want to use self-service or instant-service communication channels. They also know what good service is and demand it from each interaction they have, over any channel that they use.

About Astute Solutions

Astute Solutions enables the customer experience management strategies of industry-leading companies around the world. Its customer relationship management, contact center, social CRM, and mobile customer care solutions enhance customer retention, inspire advocacy and increase operational efficiency. With Astute's solutions, organizations transform cross-channel customer feedback into actionable insight that drives continuous improvement, innovation and competitive advantage. Through high quality, proactive and personalized interactions, they build meaningful and long-lasting customer relationships. To learn more, visit


Astute Solutions
Linda Pitt