The Future Contact Center Agent; Consumer Lessons From The 2010s & More

The Future Of Contact Center Work: How To Source New Agent Talent

AI and automation are already reshaping call centers, and the role of the agent is evolving. Get your customer service organization prepared with these talent acquisition tips.




Five Consumer Lessons From The 2010s

Senior Analyst Anjali Lai reflects on the past decade to reveal five important takeaways to carry into the new one.



A CISO’s Guide To Leading Change

Many CISOs need to launch large-scale change programs to improve their cybersecurity capabilities amidst organizational, technical, and business complexity. Principal Analyst Jinan Budge shares five ways security chiefs can use internal politics to their advantage.



What Is The ROI Of Digital Transformation In Insurance?

In 2020, executives at insurance firms need to tie digital initiatives to revenue or risk seeing budgets slashed.


Capturing The ROI Of CX Transformation

A compelling financial story is necessary to secure funding and executive buy-in for customer experience initiatives. Build a persuasive CX business case with our complimentary step-by-step guide and ROI calculator.



Is A Customer Community Right For Your Brand?

Brands such as Glossier, Peloton, and Sephora have shown that community can be a potent marketing tool. But building and maintaining customer communities isn’t as easy as it looks. In the latest episode of What It Means, Principal Analyst Emily Collins talks about what it takes to make community-building successful.


Avoiding AI Gone Wrong: The Challenges Of Testing AI Applications

As AI-infused applications expand their reach, a question persists: How do you test the unknown? VP and Principal Analyst Diego Lo Giudice tackles that question — and more — in this podcast.

The CIO In 2020: A Window Of Opportunity

Forrester predicts that 2020 will be a year of uncertainty — and with that comes a unique window of opportunity for CIOs and IT leaders. Join this complimentary webinar to hear Forrester thought leaders describe how IT leaders can transform their organizations with a customer-first mindset.



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