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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 Now Tech: Conversation Intelligence, Q2 2021

    Forrester's Overview Of 42 Conversation Intelligence Providers

    You can use conversation intelligence to deliver customer experience (CX) insights at scale, improve CX behaviors at scale, and accelerate your revenue engine. But to realize these benefits, you'll...

  • Report Now Tech: Social Suites, Q1 2021

    Forrester's Overview Of 15 Social Suite Providers
    March 25, 2021 | Jessica Liu, Sarah Dawson

    You can use social suites to consolidate many of your social media needs into a single cohesive platform that integrates into a broader enterprise technology ecosystem. But to realize these...

  • Report Now Tech: Cross-Channel Campaign Management, Q1 2021

    Forrester's Overview Of 42 Cross-Channel Campaign Management Providers
    February 22, 2021 | Rusty Warner

    You can use cross-channel campaign management (CCCM) solutions to better understand your customers, orchestrate digital and offline customer experiences, and propel your brand strategy from...

  • Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

    Forrester's Overview Of 39 VoC Providers
    February 19, 2021 | Faith Adams

    You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of...

  • Report Now Tech: Cross-Channel Campaign Management In Asia Pacific, Q1 2021

    Forrester's Overview Of 27 Cross-Channel Campaign Management Providers
    February 4, 2021 | Xiaofeng Wang

    B2C marketers can use cross-channel campaign management (CCCM) offerings to better understand customers, orchestrate outbound interactions across touchpoints, and deliver contextually relevant...

  • Report Now Tech: Salesforce Consulting Partners, Q1 2021

    Forrester's Overview Of 37 Salesforce Consulting Partners
    January 29, 2021 | Liz Herbert

    You can use Salesforce consulting partners to redesign your business using Salesforce technology, speed time-to-implement Salesforce products, and drive change related to Salesforce projects. But...

  • Report Now Tech: Knowledge Management Solutions For Customer Service, Q3 2020

    Forrester's Overview Of 22 Knowledge Management Providers
    July 23, 2020 | Kate Leggett

    You can use knowledge management (KM) solutions to empower customers and front-office workers with curated answers to common questions, drive customer satisfaction, and create lasting customer...

  • Report Now Tech: Mobile Engagement Automation, Q2 2020

    Forrester's Overview Of 25 Mobile Engagement Automation Providers
    May 21, 2020 | Stephanie Liu, Joe Stanhope

    You can use mobile engagement automation (MEA) to identify the right moments to engage with customers, send contextually relevant messages, and engage with customers across the entire customer...

  • Report Now Tech: SaaS Marketplaces, Q2 2020

    Forrester's Overview Of 12 SaaS Marketplace Providers
    May 5, 2020 | Liz Herbert

    You can use software-as-a-service (SaaS) marketplaces to streamline SaaS buying, simplify contracting and vendor management, and reduce risk by doing pre-vetting of solutions. But to realize these...

  • Report Now Tech: Real-Time Interaction Management, Q2 2020

    Forrester's Overview Of 42 RTIM Providers
    April 30, 2020 | Rusty Warner

    You can use real-time interaction management (RTIM) to orchestrate contextually relevant customer experiences, address customer expectations for mutual value exchanges with your brand, and align...

  • Report Now Tech: Public Cloud Development Platforms, Q1 2020

    Forrester's Overview Of 16 Public Cloud Development Platform Providers
    March 4, 2020 | Dave Bartoletti, John Rymer

    Application development and delivery (AD&D) pros can use public cloud development platforms to quickly develop and deliver applications to support business innovations and operations automation,...

  • Report Now Tech: Email Marketing Vendors, Q1 2020

    Forrester's Overview Of 34 Email Marketing Providers
    January 22, 2020 | Shar VanBoskirk

    You can use email marketing to create better brand experiences, establish customer relationships, and experiment. But to realize these benefits, you'll first have to select from a diverse set of...

  • Report Now Tech: Marketing Measurement And Optimization Solutions, Q3 2019

    Forrester's Overview Of 37 Marketing Measurement And Optimization Solution Providers
    September 25, 2019 | Tina Moffett, Jim Nail

    You can use marketing measurement and optimization to understand the business impact of marketing budgets, determine the optimal mix of channels, and forecast the results of alternative marketing...

  • Report Now Tech: Digital Experience Platforms, Q3 2019

    July 5, 2019 | Mark Grannan

    You can use digital experience (DX) platforms to create coherent customer experiences, enable digital operations agility and velocity on modern infrastructure, and fuel insights-led optimization...

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