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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook
    March 12, 2021 | Kate Leggett

    Firms increasingly adopt software-as-a-service (SaaS) CRM solutions, but few have adapted their governance processes and policies to get maximum value from those solutions. The move to the cloud...

  • Report Chief Data Officers: Invest In Your Data Sharing Programs Now

    With B2B Data Sharing, Benefits Are Greater Than The Sum Of Its Parts
    March 11, 2021 | Jennifer Belissent, PhD

    Data sharing is on the rise: 35% of data and analytics decision-makers using external data sources share or exchange data with suppliers and partners. But it doesn't come easily for everyone. To...

  • Report Chief Data Officers: Evolve Your Teams To Accelerate Impact From Data Insights

    January 5, 2021 | Jennifer Belissent, PhD

    In many organizations, the chief data officer (CDO) role has evolved to become more of a chief insights officer with purview over both data and analytics. With a single role responsible for the...

  • Report Build An Outside-In Contact Center Roadmap

    Roadmap: The Contact Centers For Customer Service Playbook
    December 31, 2020 | Art Schoeller

    In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX)...

  • Report Service Desk 2020: It's All About Employee Experience

    Reliable, Accessible Services Fuel Innovation And Satisfaction
    October 6, 2020 | Charles Betz, Andrew Hewitt

    Although new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. In an era of...

  • Report AI Aspirants: Caveat Emptor

    Tackle Third-Party Risk Head-On And Improve AI Accountability
    August 12, 2020 | Brandon Purcell

    A lack of accountability in AI can result in regulatory fines, brand damage, and lost customers. This report advises business insights pros on how to improve their companies' AI accountability by...

  • Report Mind The Gap When Organizing To Support Contact Center Applications

    Organization: The Contact Centers For Customer Service Playbook
    July 7, 2020 | Art Schoeller

    Contact center applications require high reliability and scale that exceed typical requirements for enterprise applications. Configuring them drives not only the customer experience but the agent...

  • Report Machine Makers And Users Fight For Control Of Machine Data

    Clarify Data Flows Before Investing In Machine-As-A-Service Business Models
    July 7, 2020 | Paul Miller

    Connected machines generate a wealth of data — data that's valuable to machine makers optimizing their machines and to machine users optimizing their businesses. It may also be useful to third...

  • Report The Top Five Best Practices For RPA In Customer Service

    How To Drive Great Agent And Customer Experiences With RPA
    April 6, 2020 | Kate Leggett

    Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence,...

  • Report Data Commercialization: A CIO's Guide To Taking Data To Market

    Advanced Level: Strategy Practices For Insights-Driven Businesses
    March 27, 2020 | Jennifer Belissent, PhD

    Digital transformation fuels a thriving data economy. As companies have embraced all things digital, many have put their data to work internally to improve operational efficiency, service delivery,...

  • Report Shift From Privacy Readiness To Sustained Compliance

    Roadmap: The Data Security And Privacy Playbook
    February 6, 2020 | Enza Iannopollo

    New privacy rules are popping up all over the world. Increasingly, security and risk (S&R) and privacy professionals believe that maintaining compliance with global privacy regulations is one of...

  • Report Seven Steps To Kick Off A Customer-Obsessed Insights Program

    Beginner Level: Insights Practices For Marketing Innovation
    December 17, 2019 | Srividya Sridharan, Allison Snow

    There's only one way to win in the age of the customer, and that's by being customer obsessed. To successfully pivot from product, growth, shareholder, and other obsessions, firms need to become...

  • Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    September 25, 2019 | Art Schoeller

    As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

  • Report Build A Data Privacy Organization That Balances Marketing Innovation And Customer Expectations

    Organization: The Customer Trust And Privacy Playbook

    How companies handle and protect consumer data privacy is more than a compliance issue: It's a competitive differentiator. As a result, firms need to develop a cohesive privacy strategy and...