Customer Service Executive Roundtable; COVID-19 Implications For B2B Marketers; Facial Recognition; And More

Key Takeaways From Forrester’s Customer Service Executive Roundtable

Twenty-two customer service executives share their victories and challenges during the coronavirus pandemic. Get the top takeaways from this conversation about customer service during COVID-19.




What Are The Sustained Implications Of COVID-19? Here’s What Our B2B Marketing And Sales Analysts See

COVID-19 has accelerated the pace of change in marketing and selling. We’ve identified six trends that will endure after the pandemic ends.



A Flash-Point Week For Facial Recognition

Companies including Amazon, IBM, and Microsoft are pausing plans involving facial recognition technology. Our analysts address the five most pressing questions in the facial recognition debate.



Japanese Banks’ Digital Awakening Is On The Way

Japanese banks face serious challenges in profitability, efficiency, and customer experience. Analyst Meng Liu provides five signs that digital transformation is coming to the rescue.


The Executive’s Guide To The Future Of Work

The global pandemic has forced firms to focus only on immediate needs. How will that affect you down the road? Read our new guide for the vision and tools you need to keep one eye on the horizon while addressing short-term priorities.



The Future Of Advertising

The Wild West days of digital advertising are over. The next phase of advertising will focus on the customer experience. In this episode of What It Means, we feature Vice President and Principal Analyst Joanna O’Connell’s recent CX North America keynote discussing the future of advertising. 


Scaling RPA The Smart Way

The COVID-19 pandemic has increased interest in robotic process automation (RPA), while its biggest challenge remains scale. In this episode, Vice President and Principal Analyst Craig Le Clair and Principal Analyst Leslie Joseph discuss the challenges of and solutions to scaling RPA at this crucial time.

CX Metrics For Alignment And Change Management

Inspiring behavior change is one of the toughest and most critical parts of a CX professional’s job. How do you get employees to adopt customer-centric behaviors? How do you get executives excited about CX? The answer to both questions can be found in your metrics. Learn more in this complimentary webinar.



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