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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Q&A: Two Core Questions To Understanding ChatGPT
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.
’Tis The Season To Be Messaging
We look at a few ways that retailers can use messaging to support customers through the holidays and beyond.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
Identifying Your Critical Chat Integrations For Employee Enablement
… 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 […]
If You Can Say It, You Can See It: Dall-E And You
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 […]
Conversation Automation, Personalization, And AI: Five Key Findings For B2B Marketers
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 […]
The Top Tech That Will Win Over Banks In 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.
Take A Pragmatic Approach To B2B Conversation Design To Avoid Dystopian Dialogue
From their interactions as consumers, B2B buyers and customers are already accustomed to receiving relevant information curated by algorithms and delivered at the right time in dynamic and digestible formats. Across channels, devices, and interfaces, these audiences ask for what they want. They’re also aware of how their behavior drives the algorithmic co-creation of interest-based […]
Don't Be On The Losing Side Of CX Trends
Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.
Open Data Exposes An Uncomfortable Truth: Matters Of Gender Diversity And Inclusivity Remain Performative
Three steps to increase the level of trust in your gender-related messaging.
Cure The Automation Hangover In Customer Service
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 […]
Most Chatbots Disappoint — Here’s How To Make Them Better
To create an effective chatbot you need to master conversation design, a new discipline for experiences based on conversational AI.
April And May 2021 Research Recap — Cloud And Tech Operations
Each month, the infrastructure and operations (I&O) team writes incredible research (sorry for missing April initially!). As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation. For those who know me, I am quick to call these out […]
Three Key Findings From Our State Of Chat In Retail Research
Retailers and brands have offered chat for years, but recently it has gained traction thanks to new technology advancements and consumers’ overall comfort using chat. Forrester’s Consumer Technographics® shows that 42% of US online adults said that it was important for retailers to offer live online chat on their websites, up significantly from 27% in […]
See How CX Is Changing In 2023
Get our Predictions 2023 guide to explore the dynamics that will ensure customer experience success.
Build Better Help Desk Chatbots
Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.
After Retail Banking, Now Banks Must Transform Their Corporate Banking
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]
Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
The Second Edition Of Our Forrester New Wave™ Evaluation On Chatbots For IT Ops
Today, we released: “The Forrester New Wave: Chatbots for IT Operations, Q4 2020.” We looked at the top nine vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience or increase their automation capabilities can use IT chatbot platforms to: Deflect tickets from the help desk Automate […]
Digitized Journeys, Expanding Options, And Maturing Segments Define Today’s B2B Martech Stack
In mapping the current and future state of the B2B marketing ecosystem in our just-published “The Forrester Tech Tide™: B2B Marketing Technologies, Q3 2020” report, we found that: Digitization drives investment. We placed many of the technologies in the invest and maintain quadrants — including chatbots and virtual assistants, customer data platforms (CDPs), marketing event management […]
Extend The Life Of Your Chatbots By Looking Beyond The Holiday Season
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […]
COVID-19 Stokes The Chatbot Hype In Financial Services
COVID-19 and its associated containment measures are accelerating digital transformation and automation in financial services. Customer service has been under enormous pressure, and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests. However, digital teams […]
A Post-Pandemic Automation Boost Across Europe Remains Uncertain
Do European firms receiving public financial support face a conflict of interest in evaluating automation options?