Christina McAllister

To succeed, customer service organizations must curate a set of technologies that underpin their operations. To discover the most important ones, we surveyed technology decision-makers, suppliers, and other subject matter experts for their opinions about which ones really mattered.

2025 will be another year of CX mediocrity — unless you’re ready to kick things into high gear. Learn about the challenges (and opportunities) awaiting CX leaders in the coming year.

2025 sera une nouvelle année de médiocrité en matière d'expérience client - à moins que vous ne soyez prêt à passer à la vitesse supérieure. Découvrez les défis (et les opportunités) qui attendent les leaders de l'expérience client au cours de l'année à venir.

2025 wird ein weiteres Jahr der CX-Mittelmäßigkeit sein – wenn Sie nicht bereit sind, einen Gang höher zu schalten. Erfahren Sie mehr über die Herausforderungen (und Chancen), die im nächsten Jahr auf CX-Verantwortliche warten.

AI agents are getting a lot of buzz. They featured in Forrester’s top 10 emerging technologies for 2024, bagged the keynote spot at Salesforce’s conference, and have allegedly triggered an arms race between OpenAI and big tech companies. What, exactly, are AI agents? Forrester defines AI agents as:  General AI systems trained to act invisibly […]

“Please be advised that your call may be recorded for quality assurance and training purposes.” We’ve all heard this message at some point — a familiar prelude to countless conversations worldwide. This disclosure has remained largely unchanged over the years but may no longer serve any purpose. The bar for what’s considered legally acceptable consent […]

The newly launched "Time Is Money" initiative may have unintended consequences. Learn what they are, and what actions might be more meaningful.

Contact center leaders are now employing generative AI to mark a new dawn in the contact center. Brands will need to face challenges head on and capitalize on opportunities to redefine the contact center as we know it.

The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024, is now live! In this first-ever evaluation of the digital customer interaction solutions (DCIS) market, we analyzed 34 product and strategy criteria for the 11 most important vendors in this space (listed alphabetically): [24]7.ai, ASAPP, eGain, Gladly, iAdvize, Intercom, Khoros, LivePerson, Sprinklr, Unblu, and Verint. When […]

Even though GBM was never the most popular business messaging platform, its entry points are valuable for location-based businesses like retailers and hotels. Companies using it now must find a backup plan, fast.

Learn the three key shifts in the market that led to the launch of Forrester's new research on the digital customer interaction solutions market.

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.

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

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 […]

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 […]

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 […]

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 […]

Here's what you need to consider as you evaluate solutions for your organization.

Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.