omnichannel customer experience

As digital’s role grows, omnichannel capabilities become more crucial to provide a satisfying, unified customer experience. Learn more about omnichannel customer experience.

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Privacy Advocates Come For Contact Centers

Christina McAllister September 9, 2024
“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 […]
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US Government Tackles “Doom Loops” (But Risks Customer Service Chaos) 

Christina McAllister August 15, 2024
The newly launched "Time Is Money" initiative may have unintended consequences. Learn what they are, and what actions might be more meaningful.

Navigate 2025 With Our Predictions Insights

Our predictions may not be a crystal ball, but they offer a clear view of what’s ahead. Visit our 2025 Predictions hub featuring guides, blogs, and webinars to give B2B, B2C, and technology leaders a competitive edge in 2025.

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Generative AI Marks A New Dawn For Contact Centers

Christina McAllister June 25, 2024
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.
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The 2024 DCIS Forrester Wave™ Reignites The Promise Of Truly Unified Channels

Christina McAllister June 21, 2024
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

Christina McAllister June 4, 2024
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.
Blog

Balancing Personalization & Optimization In Commerce Search

Emily Pfeiffer April 2, 2024
Learn how to balance customer expectations and business needs with commerce search.
Blog

Introducing Forrester’s Digital Customer Interaction Solutions Landscape

Christina McAllister March 26, 2024
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.

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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Avoid Customer Dismay! Benchmark Your Store Fulfillment Initiatives.

Lauren Cevallos March 26, 2024
Despite increased investment, businesses fall short of consumer fulfilment expectations for in-store order pickup. Analyst Lauren Cevallos explains what’s happening.
Blog

Leverage Your Data For Stellar Commerce Search Experiences

Emily Pfeiffer March 21, 2024
Most US online adults use the search (not menu) function on a site to find products. Learn how quality data powers commerce search experiences.
Blog

Payment Methods Don’t Matter — Payment Experiences Do

Lily Varon March 12, 2024
Retailers and consumer-facing brands have been so busy chasing the next hot payment method that they’ve missed what customers really want when they make payments. Learn how to start incorporating experiences into your payments strategy.
Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

The Commerce Solutions For B2B Landscape, Q4 2023: A Stoic Perspective Cuts Through The Static

Joe Cicman November 16, 2023
Tech buyers, if you sell to other businesses through an e-commerce channel, your vendors have heard you loud and clear: You’re pursuing pragmatic growth opportunities in today’s unprecedented economic climate. The Big Picture Is Stoic Pragmatism Asset-light growth from helping existing customers do better — that’s what marketplaces do. That’s the main trend that unifies […]

Get The Latest In Customer Experience

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

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The 2023 CICS Forrester Wave™ Is Live, And Competition Is Fierce

Christina McAllister August 16, 2023
Our first-time evaluation of this dynamic market, The Forrester Wave™: Conversation Intelligence For Customer Service, Q3 2023, is now live! We looked at the top 11 vendors in this market today and evaluated them across 32 criteria. Forrester defines conversation intelligence for customer service (CICS) as: Software solutions that analyze speech and text conversations between […]
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Maximizing Retail Return Strategies Beyond Margin Recovery

Brendan Witcher July 31, 2023
Retail returns, when handled strategically, are an opportunity for retailers to gain a competitive advantage.
Webinar

Planning Guides 2024: Customer Experience

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

One Destination, Many Paths: The Content Engagement Solutions Landscape

Phyllis Davidson July 24, 2023
B2B marketers spend ample time seeking better ways to engage their audiences, convert them to buyers, and retain them as customers. While content is central to engagement, audience expectations for contextually relevant, personalized content know no limits. To get content right, technology is key, but there are many paths to the ideal content destination. In […]
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AI And B2B Marketing: Three Opportunities And Challenges To Ponder

Phyllis Davidson June 15, 2023
In the most promising areas of AI impact in B2B marketing, prudence, too, is advised as marketers explore use cases.

How To Scale Digital Accessibility And Expand CX’s Influence

Discover how to turn a business must-have into a CX leadership opportunity.

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Digital Sales Rooms: Hype Or Reality?

Anne Slough May 4, 2023
Like other business innovations, digital sales rooms are not a magic wand. Learn what’s needed to capture the biggest benefits — and learn more at B2B Summit North America.
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.
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Cloud Powers Retail Through The Economic Slowdown

Tracy Woo April 10, 2023
The retail industry was an early adopter of cloud and has continued to expand its use. Learn three key trends from our new report The State Of Cloud In Retail.
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