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 The Future Of Jobs In Europe

  September 21, 2020 | Dan Bieler

  2020 is a pivotal moment for Europe, with greater economic uncertainty, rapid technology change, and a pandemic disrupting existing working environments. The European job market will become even...

• Report Best Practices: Web Chat For Investors

  What Real Investors Say About Web Chat Experiences

  May 28, 2020 | Jennifer Wise

  Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms'...

• Report Digital CX And Design Trends, 2020

  May 20, 2020 | Andrew Hogan, Gina Bhawalkar, Jennifer Wise

  Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa...

• 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,...

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  Webinar There's No Personalization Without Understanding Your Content

  March 17, 2020 | Nick Barber

  Customers demand personalized experiences across all touchpoints. Many brands are swimming in information about their customers, but that’s only one side of the equation. If brands...

• Report Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation

  January 24, 2020 | Karine Cardona-Smits

  When customer service is delivered by human employees, it boosts loyalty, enriches the firm's understanding of customer needs, and can even present cross-sell and upsell opportunities. But many...

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  Webinar Forrester Event Roundup: CES 2020 And What It Means For Your Business

  January 23, 2020 | Nigel Fenwick, Frank Gillett, Paul Miller

  CES is the premier consumer technology event on the calendar. In recent years, CES has morphed into a broad tech innovation conference with an ever-increasing number of connected products using the...

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  Webinar The Golden Rules For RPA Success

  January 21, 2020 | Leslie Joseph

  Every organization has implemented automation, and its impact on winning, serving, and retaining customers is unquestionable. Robotic process automation (RPA) is the tip of the spear that is...

• Report Predictions 2020: Customer Experience

  Economics Will Drive Major CX Decisions But Not Always For The Best

  October 31, 2019 | Harley Manning, Andrew Hogan, Rick Parrish

  Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...

• Report CX NYC 2019 Day Two Highlights: Humanizing Radical CX Innovation

  Top Takeaways About Employee Experience, Moments That Matter, And Differentiating With Privacy

  August 15, 2019 | Harley Manning

  Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...

• Report Data-Fueled Products: How To Thrive On The Design And Data Science Collision

  August 9, 2019 | Andrew Hogan

  Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it's not going well: Many companies are hurting their customers and...

• Report Q&A: Customer Effort Metrics — CX Pros Must Measure More Than "How Much"

  July 29, 2019 | Maxie Schmidt-Subramanian

  Customer experience (CX) professionals who want to measure customer effort often fail to consider important aspects of this challenge. This report answers five big questions CX pros should ask...

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  Webinar Forrester’s Vision For The Future Of Business Applications

  May 22, 2019 | Duncan Jones, Liz Herbert, George Lawrie

  This webinar helps application development and delivery leaders set a vision for their future business applications landscape. We explain why and how smart, modern, flexible, and...

• Report At A Glance: Master Digital Voice Experiences

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of...

• Report The Digital Voice Experience Knowledge Gap

  A Digital Voice Experience Series Report

  March 27, 2019 | Jennifer Wise

  Digital voice experiences are proliferating — but also disappointing customers. That's because it's no easy task to create a voice-based experience — people already have strong expectations for how...

• 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...

• Report Now Tech: Chatbots For IT Operations, Q1 2019

  Forrester's Overview Of 29 Chatbots For IT Operations Providers

  March 4, 2019 | Charles Betz, Will McKeon-White

  You can use chatbots for IT operations to automate workflows and provide access to information, expand employee self-service, and improve tasks such as incident response. But to realize these...

• Report What's New In Service Design And What It Means For CX Pros

  Highlights From The 2018 Global Service Design Conference With Forrester's Analysis

  February 13, 2019 | Karine Cardona-Smits

  What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...

• Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today

  January 30, 2019 | Ian Jacobs, Julie Ask, Andrew Hogan

  Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...