Customer Service Solutions
Customer service can make or break any customer relationship. Read tips on finding and implementing the right customer service solutions for your firm.
Discover how Forrester supports customer experience leaders.
Insights
Blog
You’re Overlooking The Key To Customer Service Automation: Tacit Knowledge
Learn the changes that your customer service organization needs to make in order to capture tacit knowledge and begin putting it to work through AI models.
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The Customer Service Tech Landscape: What It Means For You
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.
Explore The What, Why, & How Of GenAI For CX Pros
Download your copy of our best-practice report to get analyst answers to CX leaders’ top genAI questions. Unlock the secrets to using genAI to improve CX, journey management, and more.
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Build The Right Chatbot Business Case
Most companies make the wrong business case for their chatbot. Here’s how to make the right one.
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Managed Services As Software Offer A Vision For The Future Of Managed Services
Traditional managed services have long been caught in a fundamental dilemma: achieving high-quality service delivery while maintaining cost-effectiveness.
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Capitalize On A CRM Strategy That Leverages Top Emerging Technologies
Close to 70% of organizations plan to increase their CRM investments over the next year. Learn more about the the impact emerging technologies are having on CRM performance and adoption across three benefit horizons.
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Get Ready For GenAI Chatbots: The State Of Conversational AI
Talk about change! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT-3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways that this technology can make self-service applications smarter. Previously, the conversational AI tools used to create chatbots and intelligent virtual agents […]
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Privacy Advocates Come For Contact Centers
“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 […]
Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool
Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.
Podcast
How GenAI Will Transform The Contact Center
Generative AI (genAI) holds tantalizing potential for contact centers, but turning that potential into reality will require overcoming some hurdles. How should contact center leaders get started? Senior Analyst Christina McAllister provides insight on What It Means.
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US Government Tackles “Doom Loops” (But Risks Customer Service Chaos)
The newly launched "Time Is Money" initiative may have unintended consequences. Learn what they are, and what actions might be more meaningful.
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Is GenAI Falling Short? Not In The Contact Center
Infrequently asked questions is an example of how genAI is bringing value to the contact center
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Salesforce Makes Moves Into The Back Office With A Strategic Workday Partnership
Salesforce and Workday announced a strategic partnership to blend customer, financial, and employee data in a shared data foundation that negates the need to duplicate data or build custom integration. The result? Optimized employee and customer experiences that up-level business outcomes for joint Salesforce-Workday customers. The strategic objective? Salesforce extends its power into back-office workflows […]
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Generative AI Marks A New Dawn For Contact Centers
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.
Shine A Spotlight On CX Value
The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.
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The 2024 DCIS Forrester Wave™ Reignites The Promise Of Truly Unified Channels
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 […]
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Google Business Messages Getting The Boot: Here’s What Enterprises Need To Know
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.
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Frenemies Forever — The Tension Between CRM And CCaaS Vendors
The two technologies are increasingly encroaching on each other’s spaces. It's up to the brands that deploy these solutions to decide what functionality to take from which vendor — which is not a simple task.
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Our New Conversational AI Forrester Wave™: GenAI And LLMs Drive A Vendor Revolution
As generative AI has emerged in the past year, conversational AI vendors have evolved their capabilities. Get a sneak peek at five of those capabilities in this preview of our new Wave report.
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It’s Time To Be More Strategic About AI In Customer Service
To truly unleash the potential of AI, there needs to be a fundamental shift in how we infuse AI into customer service. Learn more in this preview of our upcoming CX Summit APAC event next month.
Grow Faster And Be More Profitable With CX Alignment
Customer-centric B2C companies with aligned CX teams see higher growth and revenue. Download our CX Alignment Toolkit to accelerate growth by engaging and aligning stakeholders.
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AI Will Transform Customer Service Interactions As A Collaborative Partner
Enterprise customer service solutions support customers over a breadth of channels and manage inquiries to SLAs. Embedded AI will make agents more productive and effective.
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Introducing Forrester’s Digital Customer Interaction Solutions Landscape
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.
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The Forrester Wave™: Customer Service Solutions, Q1 2024 — Key Learnings
Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]
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