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• 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 New Tech: AI-Enabled Consumer Intelligence Solutions, Q2 2020

  Forrester's Landscape Overview Of 26 Providers

  May 28, 2020 | Cinny Little, Christian Austin

  Your customers want what they want, when and where they want it. It's not enough to just keep up with them; you must also be out ahead. Consumer intelligence solutions power that by breaking down...

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  Webinar Measure And Predict Journey Performance The New And Right Way

  April 7, 2020 | Joana de Quintanilha, Maxie Schmidt-Subramanian

  You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it deliver value to customers? Meet short-term and...

• Report The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020

  The 10 Providers That Matter Most And How They Stack Up

  February 11, 2020 | Faith Adams

  In our 40-criterion evaluation of customer feedback management (CFM) providers, we identified the 10 most significant ones — Clarabridge, Concentrix, Confirmit, InMoment, MaritzCX, Medallia, NICE,...

• Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2020

  Forrester's Overview Of 36 VoC Providers

  February 3, 2020 | Faith Adams

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

• Report Now Tech: AI-Based Text Analytics Platforms, Q1 2020

  Forrester's Overview Of 30 AI-Based Text Analytics Platforms Providers

  February 3, 2020 | Boris Evelson

  You can use AI-based text analytics platforms to improve customer acquisition, service, and retention; manage governance and risk; and gain efficiencies with robotic process automation (RPA). But...

• Report Customize Your CX Champions Program

  Build A Program To Grow CX Culture And Expand Organizational Impact

  November 26, 2019 | Angelina Gennis

  Customer experience (CX) champions or ambassadors programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspect of CX teams' efforts and...

• Report The Forrester Wave™: Customer Service Solutions, Q2 2019

  The 12 Providers That Matter Most And How They Stack Up

  June 18, 2019 | Kate Leggett

  In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

• Report The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

  The 14 Providers That Matter Most And How They Stack Up

  June 11, 2019 | Ian Jacobs

  In Forrester's evaluation of the emerging market for conversational AI for customer service, we identified the 14 most significant providers in the category — [24]7.ai, Aivo, Avaamo, Cognigy,...

• Report New Tech: Conversational AI For Customer Service, Q2 2019

  Forrester's Landscape Overview Of 42 Providers

  May 23, 2019 | Ian Jacobs

  Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost...