Chatbots

Chatbots can be a helpful tool . . . or a source of customer frustration. Forrester’s insights provide guidance on the capabilities and limits of chatbots in customer service and beyond.

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Insights

Blog

Gemini For Google Workspace Plays The Long Game

J.P. Gownder 6 days ago
Google recently announced its new generative AI solution for productivity, Gemini for Google Workspace. Can it compete with Microsoft Copilot? Here's what tech and business leaders need to know.
Blog

How To Capitalize On Conversational Search

Nikhil Lai January 2, 2024
As generative AI becomes more deeply integrated into search engine results pages (SERPs), conversational search will grow. Learn what the change means for marketers.
Blog

People Avoid Chatbots — Here’s How Your Company Can Make Its Bot Better

David Truog November 14, 2023
Creating an effective chatbot is hard. To get it right, you need to master conversation design, a new discipline for creating experiences that are based on conversational AI, and you need to know where and when to use new technologies like generative AI.
Blog

It’s 2050 And Your Website Is Deserted: Why?

Julie Ask November 1, 2023
Websites will play a less prominent role in future consumer digital experiences for three core reasons: The digital touchpoint landscape will be far more fragmented. The number of digital touchpoints used by consumers is proliferating. Browsers are just one of many channels. The number of connected devices we use continues to grow. Web and apps […]
Blog

Are Your Bot Management Tools Up To Date For Handling The Holiday Season?

Sandy Carielli October 25, 2023
Learn why you need to meet with your bot management provider now to handle the holiday season.
Blog

Release Generative AI Solutions Without Testing Them Comprehensively At Your Peril

Diego Lo Giudice October 24, 2023
Testing generative AI solutions is a new challenge for all developers. Here are some initial thoughts on how to address it.
Webinar

Spark An Innovation Culture With Design Thinking

Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.

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Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.

Blog

Announcing Forrester’s Embedded Conversation Automation Landscape For B2B Marketing

Jessie Johnson August 11, 2023
Conversational AI, chatbots, and automated marketing are not new to B2B marketing technology stacks. B2B marketing organizations leverage conversation automation solutions to better understand and enable buyers, customers, and internal teams by integrating signal-responsive conversations into existing workflows, tactics, and content experiences that span the full customer lifecycle. Conversation automation is quickly becoming integral to […]
Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Podcast

Unlocking The Value Of Conversational Intelligence

What It Means June 29, 2023
In this session from last year’s Data Strategy & Insights Forum, Principal Analyst Max Ball discusses the latest trends in conversational intelligence with Senior Analyst Christina McAllister and Principal Analyst Seth Marrs.
Podcast

Is Asynchronous Chat The Future Of Customer Service?

What It Means May 4, 2023
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
Blog

The Humanlike Future Of Interactions With Machines

David Truog April 27, 2023
In a major, accelerating trend, interactions between people and machines are becoming more like those between people.
Blog

Oh, What A Crisis Can Do!

Max Ball April 18, 2023
It’s not proven that Winston Churchill said “Never let a crisis go to waste.” But whoever said it, they could have been talking about chatbot deployments. Our world is littered with unloved chatbots, useless offerings that deliver horrible experiences and are used by no one. Typically, this is the result of trying to boil the ocean, overthink things, and attempt to create the perfect chatbot right out of the gate. Brands that build their chatbots in response to a crisis don’t have time to overthink anything — they just do it, and this has led to some very successful deployments.
Blog

Four Reasons Why You Can’t Trust ChatGPT With Your Customers

Max Ball April 12, 2023
ChatGPT is hot right now — but you can't trust it with your customers. Learn why ChatGPT isn't going to replace your contact center any time soon.
Blog

Q&A: Two Core Questions To Understanding ChatGPT

Guannan Lu March 10, 2023
There may be a revolution coming on the heels of generative AI — but tech leaders should maintain a realistic perspective and understand its potential and limitations.
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

Identifying Your Critical Chat Integrations For Employee Enablement

William McKeon-White December 1, 2022
… Or, What We Should Plug Into Slack, Teams, And Other Chat Platforms Over the past decade, chat platforms have become a fixture of the workplace (yes, somehow it’s already been more than 10 years). This is due to them supporting rapid informal communication as well as their extensibility. For years, organizations have had success […]
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

Conversation Automation, Personalization, And AI: Five Key Findings For B2B Marketers

Jessie Johnson May 24, 2022
Across industries and audience demographics, conversational interfaces and the interactions they support are becoming embedded in the B2B digital experience as buyers and customers continue to show preference for self-guided interactions at each stage of their journeys. The ability to reach, engage, and enable empowered B2B audiences — whether buyer, customer, or employee — means […]
Blog

The Top Tech That Will Win Over Banks In 2022

Jost Hoppermann April 29, 2022
Banks are investing in a wide range of emerging technologies. Not all have equal potential today. Find out what’s hot and what’s not.
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