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• Webinar The Three Megatrends For Customer Service In 2021

  Wednesday, February 10, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Kate Leggett

  This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty...

• Report Digital Operations Platforms: The Core Of Your Future Fit Tech Strategy

  Executive Overview: The Digital Operations Platforms Playbook

  January 6, 2021 | Liz Herbert

  Enterprises cannot achieve great customer success, digital disruption, and long-term growth and profitability without the right approach to core enterprise applications. To thrive, application...

• Report Betting On Bots For Grocery E-Commerce

  What You Need To Know About Automated Microfulfillment Solutions For Grocery E-Commerce

  December 28, 2020 | Scott Compton

  Grocery store operations and digital execs are evaluating and investing in innovative, automated technology to scale to growing consumer demand for fast fulfillment options of online orders. In...

• Report Harness ChatOps To Empower Remote Collaboration

  ChatOps: The Accidental Standard

  December 21, 2020 | Rich Lane, Will McKeon-White

  With the shift to remote work and its ever-increasing complexity, teams are struggling to find ways to make collaboration easier and automate more. ChatOps is an important capability, enabling...

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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...

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  Webinar Adtech And Martech Enter An Era Of Disruption: When And Where To Invest

  September 17, 2020 | Mary Pilecki, Emily Collins, Sarah Dawson

  Marketers need technologies that enable omnichannel advertising and memorable, moments-based experiences. These advertising and marketing technologies are not new, but industry forces like data...

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  Webinar Applying The Forrester Wave™: Cloud Contact Center Vendors, Q3 2020

  September 15, 2020 | Art Schoeller

  Want an agile contact center? Then shift to contact-center-as-a-service (CCaaS) where more integrated software suites operated as a service allow for more rapid changes to customer experiences,...

• Report Create A Modern Software Strategy With AI-Driven Platforms And Their Ecosystems

  Vision: The Digital Operations Platforms Playbook

  July 23, 2020 | Liz Herbert, Duncan Jones, George Lawrie

  Application development and delivery (AD&D) executives struggle to achieve speed and innovation while managing cost and risk. We recommend a "Goldilocks" approach to business applications strategy...

• Report The CEO's Guide To The Future Of Work

  Build The Adaptive Workforce That Succeeds, Despite Changes To How Work Gets Done

  June 8, 2020 | James McQuivey, PhD, J. P. Gownder, David Johnson

  Most pronouncements about the future of work miss the mark because they fail to account for what executives like you can see clearly in the here and now: how the shocks already reverberating...

• 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 Use A Content Strategy Template To Ensure Content Serves Both The Business And Customer

  Businesses Need To Cultivate Clear And Standardized Approaches To Why And How They Make Content

  March 16, 2020 | Ryan Skinner

  This research began with the hypothesis that top-down content strategy, decided centrally, is a dead end. But our analysis reveals that content strategy from the bottom-up doesn't work either....

• Report Invisible Resources Are The Secret Weapon For Growth

  Design A Future Of Work Strategy That Immediately Maximizes The Potential Of Intelligent Software And AI

  March 11, 2020 | J. P. Gownder

  Most leaders face a conundrum: They must innovate to grow their companies while simultaneously cutting costs. Satisfying both these imperatives is tricky, but there's an approach that can...

• Report The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

  The 10 Providers That Matter Most And How They Stack Up

  March 11, 2020 | Ian Jacobs

  In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...

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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 Predictions 2020: Customer Service

  The Year That Automation And AI Reshape Customer Service

  January 21, 2020 | Ian Jacobs, Kate Leggett, Art Schoeller

  Join us to explore the (often unexpected) impacts of AI and automation in 2020 and beyond. From remaking contact center labor models to changes in the way customer service work is done, 2020 will...

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  Webinar The Employee Experience Bill Of Rights In The Era Of AI And Automation

  December 17, 2019 | J. P. Gownder, David Johnson

  Employee experience (EX) has become a key driver of customer obsession and business success. But as AI and automation enter the workplace, employee experience will be challenged on several fronts....

• Report Top Research For CIOs: The Future Of Work

  November 20, 2019 | Pascal Matzke, Patrick Carroll

  The future of work is a hot topic within organizations today because it shines a light on the impact of automation, enables firms to better plan and prepare for the future, and helps increase...

• Report Predictions 2020: Customer Service

  Automation Remakes The Contact Center Organization

  October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

  We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....

• Report There's No Personalization Without Content Intelligence

  Brands Must Go Beyond Understanding Their Customers — They Must Understand Their Content Assets Too

  October 25, 2019 | Nick Barber, Brendan Witcher

  Customers demand personalized experiences across all touchpoints. To meet these rising expectations, companies use customer data and create more and more content — initiatives that often misfire as...

• Report Beware The Automation Paradox

  Prepare For An Automated World Full Of Surprises And Requiring Higher Skills

  October 4, 2019 | Charles Betz, Chris Gardner

  Automate all the easy things, and what's left for people to do? The hard things. This maxim has never been truer. Automation reduces toil, but is this always a good thing? When systems become too...

• Report Employee Experience Is Crucial To Success In The Era Of AI, Automation, And Robotics

  Driving A Successful Employee Experience Also Drives A Higher RQ

  September 16, 2019 | J. P. Gownder, David Johnson

  Employees often resist when a firm implements AI, automation, and robotics. Many fear losing their job, mistrust their robot colleagues, and worry that if they do embrace the technology, they'll...

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  Webinar Tech-Driven Innovation — Cloud Empowerment

  August 7, 2019 | James Staten, Will McKeon-White

  Leading enterprises and government agencies are prioritizing tech-driven innovations to achieve future market leadership. Those doing so most efficiently (in an Agile and scalable way) are...

• Report The Adaptive Workforce Will Drive The Future Of Work

  To Thrive In The Era Of AI And Robotics, Cultivate The Right Skills, Culture, And Organizational Structures

  July 25, 2019 | J. P. Gownder

  The future of work isn't something that happens to you — it's something you create for your company and your own career. Unfortunately, C-level technology and business leaders are often uncertain...

• Report Take The Mystery Out Of AI For IT Operations (AIOps)

  Here's How To Choose Between Two Paths To AIOps

  July 17, 2019 | Rich Lane

  Infrastructure and operations (I&O) pros have struggled with visibility since the dawn of client/server, and today's atomized and ephemeral services make that worse. Fortunately, AI for IT...

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  Webinar Hot Or Not: The Top Retail Initiatives For 2019

  July 10, 2019 | Brendan Witcher, Claudia Tajima

  For brands to succeed in the dynamic and constantly evolving world of commerce, they must meet rapidly rising customer expectations with exceptional, relevant, and value-oriented...