Christina McAllister

Senior Analyst

Forrester Bio

Author Insights

Blog

Understanding The Real-Time Revenue Execution Platform Landscape

Seth Marrs January 24, 2024
Real-time revenue execution platforms strengthen prospect identification and digital engagement while also providing capabilities that ensure the best buyer experience. Learn more about how they can improve business outcomes.
Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

Do You Understand GenAI? You Need To, Especially If You’re A CX Leader

David Truog October 3, 2023
Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do. So last week we published a new, FAQ-style report […]
Blog

The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce

Christina McAllister August 16, 2023
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]
Blog

Concentrix Acquiring Webhelp: Setting The Stage For A Two-Horse Race In Contact Center Outsourcing

Christina McAllister March 30, 2023
Yesterday, Concentrix announced that it is entering into negotiations to acquire Webhelp for $4.8 billion, with the transaction expected to close by end of year. This is, of course, quite the acquisition! Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve […]
Blog

Customer Service In 2023: CX Front And Center

Christina McAllister March 20, 2023
It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. In times like these, customer service teams are often pressured to cut costs — at all costs. While we don’t expect that to change entirely, we […]
Blog

How To Navigate The Generative AI Hype In Customer Service

Christina McAllister February 16, 2023
Here's what you need to consider as you evaluate solutions for your organization.
Blog

Contact Centers Are Leaving Money On The Table

Christina McAllister January 30, 2023
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.
Blog

Beware Of “Coherent Nonsense” When Implementing Generative AI

Rowan Curran December 8, 2022
Generative AI can make doing a lot of things easier, including the wrong things. Learn the risks of AI-generated content and how to avoid them.
Blog

’Tis The Season To Be Messaging

Christina McAllister December 7, 2022
We look at a few ways that retailers can use messaging to support customers through the holidays and beyond.
Blog

Nailing Chat Is Hard — Here’s How To Get It Right

Christina McAllister September 30, 2022
I have spent the better part of the last decade helping enterprises with their digital channel strategies. Omnichannel transformation is still a phrase on many enterprises’ lips, with companies across industries looking to launch (or, in some cases, relaunch) digital channels to support their customers. Lots of things have changed since the early days of […]
Blog

If You Can Say It, You Can See It: Dall-E And You

William McKeon-White June 22, 2022
Or, “How a natural language image generation AI used as a meme generator by social media may impact your business.” Welcome To The Future — It’s Got AI-Generated Art Let’s play a quick game. Which of the below images were made by an AI system generating images based on word prompts? Let’s pretend you guessed […]
Blog

Customer Service In 2022: The Times They Are A-Changin’

Christina McAllister March 16, 2022
It’s been two years (!) since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it. Customer service leaders must shake off decades […]
Blog

400 Million Reasons To Pay Attention To Contact Center AI

Christina McAllister February 17, 2022
Trends in the conversation intelligence market are getting very interesting. Learn more this blog post.
Blog

Cure The Automation Hangover In Customer Service

Christina McAllister December 22, 2021
Close your eyes and I’ll set the scene: It’s 2016. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 — no, 1000 — customers at once. Infinitely scalable human-like […]