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For Application Development & Delivery Professionals

The Forrester Tech Tide™: Sales And Customer Service Technologies, Q3 2018

Eighteen Technologies Underpin Customer Engagement

July 19, 2018


Why Read This Report

Delivering differentiated customer experiences is critical to firms' ability to win, serve, and retain customers. To accelerate their performance in sales and customer service, companies are evaluating and adopting a range of contributing technologies. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support sales and customer service. Application development and delivery (AD&D) professionals should read this report to shape their firms' investment approach to these technologies.

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Table of Contents

  • Leverage Sales And Service Technologies For Customer Success
  • Select Sales And Service Technologies That Offer High Business Value
  • Invest In And Maintain Technology With High Business Value
  • Experiment With Interaction Analytics And Virtual Agents (Chatbots)
  • Invest In Cobrowse, Content Management, And Others
  • Maintain Chat, CPQ, Incident Management, QM, And Others
  • Divest From Communities, Email Response Management, And One More
  • Supplemental Material
  • Related Research Documents

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