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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 The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence
Vision: The Contact Centers For Customer Service Playbook
January 25, 2021 | Kate LeggettThe COVID-19 pandemic has elevated the importance of customer service to nurture customers, retain and increase their loyalty, and grow revenue. Customer service leaders are also accelerating...
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Report The Five CRM Trends In 2021 That Will Shape Engagement, Relationships, And Revenue
Vision: The CRM Playbook
January 22, 2021 | Kate LeggettIn the age of the customer, customer experience (CX) is the only source of competitive differentiation. CRM has the power to transform customer relationships, but firms have only started to tap its...
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Report The Forrester Wave™: Customer Service Solutions, Q2 2019
The 12 Providers That Matter Most And How They Stack Up
June 18, 2019 | Kate LeggettIn 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,...
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