Search Results

• Report Best Practices For Help Desk Chatbot Success

  A Good User Experience Is The Key To Conversational AI Success

  March 29, 2021 | Will McKeon-White, Charles Betz

  The chatbot value proposition is the creation of faster, self-service support features for customers and employees alike. But in practice, chatbots suffer from low satisfaction scores. As IT...

• 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 Gauge Your CRM Maturity

  Assessment: The CRM Playbook

  March 4, 2021 | Kate Leggett

  An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenges organizations to reshape the way that they target, acquire, retain, understand, and...

• Report Define The Right Metrics For Tracking CRM Success

  Performance Management: The CRM Playbook

  March 1, 2021 | Kate Leggett

  Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for...

• Report Mitigate CRM Risks With Sound Deployment Practices

  Processes: The CRM Playbook

  February 24, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer...

• Report Benchmark Against Best Practices To Optimize CRM Performance

  Benchmarks: The CRM Playbook

  February 23, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM can't afford failed technology initiatives. We surveyed 160 business and tech...

• Report Transform Customer Processes And Systems To Improve Experiences

  Executive Overview: The CRM Playbook

  February 22, 2021 | Kate Leggett

  The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

• Report Vendors Battle For The Heart Of The Contact Center

  Landscape: The Contact Centers For Customer Service Playbook

  February 19, 2021 | Art Schoeller, Kate Leggett, Ian Jacobs

  The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

• Report Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  February 12, 2021 | Kate Leggett

  The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

• Report Forrester Infographic: Conversational AI Raised Efficacy But Not CX During The Pandemic In Asia

  January 20, 2021 | Vasupradha Srinivasan

  Most organizations see value in service automation, especially when managing a crisis. Many have also made significant investments in service automation as a way to improve efficiency and customer...

• Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

  Twenty Technologies Underpin Customer Service

  January 19, 2021 | Kate Leggett, Ian Jacobs, Art Schoeller

  Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...

• Report Transform The Contact Center For Customer Service Excellence

  Executive Overview: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Kate Leggett

  Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

• 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 The Market For Microsoft Business Applications Services Will Hit $10.3 Billion In 2025

  Implementation Service Providers Race To Build Solutions And Capabilities

  December 17, 2020 | Leslie Joseph

  Microsoft's portfolio of business applications in the cloud encompasses Dynamics 365 and Power Platform. These applications have seen significant growth, supported by a fast-growing but fragmented...

• Report Win Funding For Your Customer Service Project

  Business Case: The Contact Centers For Customer Service Playbook

  August 14, 2020 | Ian Jacobs, Kate Leggett

  In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

• Report Use Adaptive Intelligence To Power Next-Generation Customer Relationships

  Outside-In Customer Insights Future-Proof Your Marketing Strategy

  July 30, 2020 | Fatemeh Khatibloo, James Staten

  CMOs who want to better understand their customers, market, and competitive landscape can't afford to limit their insights to their first-party data alone. They must instead collect and base their...

• Report Choose The Right Customer Service Solution For Your Business

  Tools And Technology: The Contact Centers For Customer Service Playbook

  July 9, 2020 | Ian Jacobs, Kate Leggett

  Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...

• Report Gauge Your Customer Service Maturity

  Assessment: The Contact Centers For Customer Service Playbook

  July 8, 2020 | Kate Leggett, Ian Jacobs

  An explosion of channels, new technologies like AI, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Customer service...

• 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 Now Tech: Cloud Contact Center Vendors, Q2 2020

  Forrester's Overview Of 25 Cloud Contact Center Providers

  June 2, 2020 | Art Schoeller

  You can use cloud contact center providers to rapidly deliver critical contact center capabilities, increase flexibility and scale of operations, and lay the foundation for a cognitive contact...

• Report Research Overview: Artificial Intelligence

  A Guide To Navigating Our AI Technology Research Portfolio

  May 20, 2020 | Srividya Sridharan

  Many AI technologies can help enterprises engage customers, augment employees' intelligence, and operate efficiently. This overview for CIOs provides a collection of and guide to Forrester's most...

• Report Fix Business Processes To Improve Customer Experiences

  April 24, 2020 | TJ Keitt, Rob Koplowitz

  The key to improving customer experience (CX) is improving the processes that support customer journeys. But CX teams often lack any real expertise in business process management. So how can those...

• 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 ESM: The Software Platform For Knowledge Workers

  Enable Your Digital Business With This New Enterprise Platform

  March 24, 2020 | Charles Betz, Will McKeon-White

  Enterprise service management (ESM) has emerged from the crowded IT service management (ITSM) market. By expanding service thinking and the service catalog into domains outside of IT as well as...

• Report The Forrester Wave™: Healthcare CRM Providers, Q1 2020

  The Seven Providers That Matter Most And How They Stack Up

  March 12, 2020 | Arielle Trzcinski, Kate Leggett

  In our 31-criterion evaluation of healthcare CRM providers, we identified the seven most significant ones — Creatio, Healthgrades, Microsoft, Pegasystems, Salesforce, SugarCRM, and Welltok — and...