Real-time interaction management software (RTIMS) empowers organizations to determine and orchestrate contextually relevant experiences for mutual value realization at the appropriate moment in the customer lifecycle via preferred customer touchpoints.RTIMS requires an ecosystem of integrated capabilities versus a single platform — though a sophisticated AI-enabled decisioning engine is critical. RTIMS is an enterprise challenge involving significant investments in both technology and people, with the benefit of sustainable ROI for successful implementations. This webinar discusses findings from our recent Forrester Wave on RTIMS solutions. Key takeaways: Understand the current RTIMS landscape.Discover which RTIMS capabilities are right for you.Hear about RTIMS best practices from leading firms.Target audience level: intermediate and advanced
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Metrics obsession is a common cultural problem with consequences for CX, and CX leaders can inadvertently exacerbate the problem. Join Forrester and your peers in this session as we share with one another the challenges within an organization focused on hitting metrics targets, how these challenges impact us, and what we can do to overcome them. This conversation will be hosted by Forrester analysts Maxie Schmidt and Angelina Gennis and will include open discussion with participants. Please bring your questions and experiences to share with the group. Questions for discussion: What does “metrics obsession” look like in your organization? How does it manifest in cultural norms? What are your practices for metrics design and management? Do these practices ensure your metrics are reliable and valid?What tactics do you observe to support a balanced relationship with metrics? What culture work is effective? Peer discussions are available exclusively to Forrester Decisions VIP Leaders and Leader license holders for their own participation.
This report provides a structured 90-plus-days roadmap to guide organizations through the initial phases of digital workplace transformation, from vision setting to full-scale deployment.