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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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 […]
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Planning Guides 2024: Customer Experience

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

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

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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.

Where Are CX Leaders Targeting Their 2024 Spend?

Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.

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’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.

Steer Your CX Budget With Our 2024 Benchmark Data

Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.

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Take A Pragmatic Approach To B2B Conversation Design To Avoid Dystopian Dialogue

Jessie Johnson April 26, 2022
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 […]
Blog

Open Data Exposes An Uncomfortable Truth: Matters Of Gender Diversity And Inclusivity Remain Performative

Sam Higgins March 21, 2022
Three steps to increase the level of trust in your gender-related messaging.
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 […]
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Most Chatbots Disappoint — Here’s How To Make Them Better

David Truog November 9, 2021
To create an effective chatbot you need to master conversation design, a new discipline for experiences based on conversational AI.
Blog

April And May 2021 Research Recap — Cloud And Tech Operations

Lauren Nelson June 11, 2021
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 […]

CX Can Thrive In The Downturn

CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.

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Three Key Findings From Our State Of Chat In Retail Research

Nicole Murgia May 12, 2021
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 […]
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Build Better Help Desk Chatbots

William McKeon-White April 2, 2021
Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.
Blog

After Retail Banking, Now Banks Must Transform Their Corporate Banking

Arnav Gupta February 26, 2021
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 […]
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