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FORRESTERNOW
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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Webinar Predictions 2019: Customer Service And Sales
For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a...
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Report Predictions 2019: Customer Service And Sales
Invest In Humans In 2019, As Chatbot Backlash Will Emerge
The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far...