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.
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Insights
Blog
Future-Proof Your Choice Of Customer Service Solution
Customer service applications are becoming bloated with features that users can’t or won’t use. Find out how AI can help in this preview of our new report, The Customer Service Solutions Landscape, Q3 2025.
Blog
AI’s Impact On B2B Customer Service: What I’ve Found So Far
For a category with such long-established commercial software applications, you would expect the status quo to reign. The opposite is the case.
Predictions 2026: Your Planning Starts Here
2026 will demand proof, not promises. Explore Forrester’s Predictions resources — guides, webinars, and blogs — to plan smarter, lead with trust, and stay ahead of disruption.
Blog
The End Of Business Apps As We Know Them Is Here
The agentic business fabric is not just an evolution of current business applications; it is also a new paradigm designed for autonomous operation, perpetual learning, and optimization. Find out why in this preview of a new report.
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Why AI Isn’t The Silver Bullet For Customer Service — Yet
AI is being marketed as a technology that will transform customer service for the better, but results are lacking. Here’s why.
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Why B2B Customer Service Is Now Part Of My Research Agenda
When B2B survey respondents say that 73% of their revenue originates from current customers, retaining and growing those accounts must be a top priority, one that is well coordinated across all postsale motions, from onboarding to servicing and expanding business on the back of attained goals. Especially in volatile economic markets and geopolitical times, every […]
Blog
CCaaS Vendors Thrive In A Wild Market
The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025, is out! Dive into the latest genAI-driven changes in this fast-moving space.
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From First Touch To Automated Engagement: The Evolving Front Office
The Forrester Wave™: Customer Relationship Management Software, Q1 2025, our latest evaluation of CRM providers, shows a market on the cusp of change.
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A Market On The Cusp Of Change — Decoding The Forrester Wave™: Customer Relationship Management Software, Q1 2025
Each vendor in the CRM wave offers unique capabilities. Some vendors are better positioned to incorporate AI that will transform this market. Find out more in this preview of our latest wave.
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AI Catapults The CRM Market To A Moment of Reckoning
CRM software has become overengineered, and complexity is killing its value, but AI has the potential to simplify CRM.
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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.
Blog
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.
Blog
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.
Blog
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 […]
Blog
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 […]
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.
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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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.
Blog
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
Blog
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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