Search Results

• Report Chatbots And Virtual Assistants Can Help B2B Organizations Close The Digital Experience Gap

  Automated Conversational Engagement Meets The Modern B2B Buyer's Need For Immediacy

  December 11, 2020 | Steven Casey

  Social distancing has fast-forwarded the B2B buyer journey into an almost exclusively digital adventure. With face-to-face meetings all but impossible, buyers are seeking experiences and content...

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  Webinar Retailers: Optimize Your Post-Purchase Experience To Delight And Win Customers

  November 19, 2020 | Emily Pfeiffer, Brandon Shaik

  Retailers and brands often miss the opportunity to create excellent experiences for their customers even after capturing an order. Unlike with regular marketing emails, customers are much more...

• Forum Summit Asia Pacific

  The must-attend event for B2B & B2C marketing and CX leaders

  September 1, 2020 | Live Virtual Experience | Frederic Giron

  The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

• Report Customer Engagement During A Pandemic: Best Practices Illustrated

  Use Our Customer Engagement Checklist To Vet Your Campaign

  July 21, 2020 | Amit Bhatia

  Plummeting sales in the wake of COVID-19 has made relentless customer engagement the new black. As brands flood customers with pandemic-related messages, their quality and relevance can quickly...

• Report So You've Journey Mapped. Now What?

  Three Ways To Use A Completed Journey Map As A Transformation Tool

  July 6, 2020 | Joana de Quintanilha, Sam Karpinski

  Journey maps can be incredibly effective tools for driving a customer experience (CX) transformation, yet many CX professionals struggle with using them to create change. This report outlines some...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

• Report The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  April 13, 2020 | Kate Leggett

  In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia,...

• Report The Dark Pattern Trap: How To Prevent Decisions That Help Short-Term KPIs But Hurt Loyalty

  February 26, 2020 | Andrew Hogan

  Many companies drive growth by manipulating customers — breaking no laws but breaking trust. While these design decisions can boost revenues in the short term, they frustrate customers, demoralize...

• Report Design Your Customer Success Program To Drive Value For Your Business

  February 5, 2020 | TJ Keitt

  Robust customer success management (CSM) programs require significant investments in people, business process improvements, and supporting technologies. But how do you fund this effort? The answer...

• Forum CX Europe 2019

  Change The Game: Leading Radical CX Innovation

  November 14, 2019 | Joana de Quintanilha

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

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  Webinar So You Want To Hire A Loyalty Provider? Best Practices For Vendor Selection

  July 25, 2019 | Emily Collins

  Companies across industries are increasing their investments in loyalty marketing, but the landscape of providers is vast and often confusing. Based on the findings from our recent loyalty services...

• Report Value For Customers: The Four Dimensions That Matter

  An Introduction To Forrester's Value-For-Customer Framework

  July 10, 2019 | Maxie Schmidt-Subramanian, Shar VanBoskirk

  Firms that create value for customers get business value in return. But most customer experience (CX) professionals work in organizations that fail to deliver value to customers because they think...

• Report Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies wanting to leverage this new touchpoint are...

• Report How To Design Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...