Customer Engagement

With collective commute times down to zero and face-to-face meetings all but impossible, we’ve seen the B2B buyer journey become an almost exclusively digital experience. It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs). These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy. Help marketers chase the leads sellers never get to (or the ones you never get […]

It might be tempting to assume that all customers who meet certain criteria are willing to advocate, or to advocate in the same way. Customer marketing and customer advocacy practitioners should allow for more nuance.

This holiday season, many consumers will be forgoing big family dinners and exotic holiday markets and instead playing host to unwelcome guests like worry (for their health) and anxiety (for their finances). This holiday season, everyone just needs a break. Marketers can help consumers make the best of their holidays by making their lives a […]

On Dasher, on Dancer, on Prancer, on Vixen . . . on FedEx, on UPS, on DHL, on USPS? There is no online equivalent to walking out of the store just after the moment of purchase, carrying a loved one’s holiday gift. This year, Deloitte foresees US brick-and-mortar sales increasing year over year between just […]

The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but will move beyond them.

In Forrester’s recently published report, “The Forrester Wave™: Sales Content Solutions, Q3 2020,” we evaluated the nine most significant ones — Accent Technologies, Bigtincan, ClearSlide (a division of Corel), Highspot, Mediafly, MindMatrix, Pitcher, Seismic, and Showpad — against 40 criteria. After researching, analyzing, and scoring each vendor’s current offering, strategy, and market presence, we identified […]

Customer service today breaks the barriers of pre- and post-sale engagements. Thanks to digital adoption and omnichannel engagement strategies, customer service activities span the entire customer lifecycle. Customers make no differentiation on whether they are seeking support before or after a purchase journey and expect a consistent experience with every interaction. Consequently, customer service has also established itself as an active channel capable of creating incremental revenue streams for every business.

The days of technology buyers treating their tech providers as "vendors" are gone. Learn the mutual benefits of treating your technology providers as partners.

Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.

Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Amex recently improved survey response rates by 250-300%.

More customers are using self-service as a first point of contact during the pandemic. Learn how companies are working to improve the experience.

It’s not enough to just keep up with your customers — you must get out ahead of them. And if you weren’t already focused on that before COVID-19, the requirement for speed and agility is now a given. AI-enabled consumer intelligence technology can help you bust through the key blockers. These solutions use data, both […]

Twenty-two customer service executives shared their victories and challenges during the coronavirus pandemic. Read key takeaways from this conversation about customer service during COVID-19.

Results from the our Consumer Technographics® COVID-19 Survey show how UK consumers have adjusted their spending habits and digital behaviors during the pandemic.

Audio experiences are getting an upgrade. We’re used to great audio for music, videos, and calls. Now, many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients, see “Forrester Infographic: The State Of Voice Assistants, 2019“). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational […]

• Offering a port in the storm provides an opportunity to strengthen the company-customer relationship
• Customer advocacy practitioners should not be afraid to provide a measure of kindness and humor
• Authentic engagement nurtures customer relationships, yielding long-term benefits across the board