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  Webinar The State Of Chat In Retail: The Current And Future States

  February 23, 2021 | Julie Ask, Nicole Murgia, Hailey Colin

  Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 113 top brands,...

• Report Anticipatory Experiences: The Challenges

  Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult

  January 20, 2021 | Julie Ask

  Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

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  Webinar Asynchronous Chat: The Role of Messaging And Third-Party Platforms In Customer Service

  October 6, 2020 | Julie Ask, Ian Jacobs, Hailey Colin

  Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat...

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  Webinar The 5G Opportunity In Financial Services

  May 27, 2020 | Dan Bieler, Jost Hoppermann, Meng Liu

  5G will become a general-purpose technology for financial services firms, and it will provide new possibilities to create, store, and protect value; to move money; and to access credit. This...

• Report Join The Progressive Web App Movement

  The Spike In Online Commerce Has Raised The Urgency For An App-Like Mobile Web Experience, Tailor-Made For Progressive Web Apps

  May 6, 2020 | Ted Schadler

  Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it's time to join organizations like eBay, the Financial Times, Flipkart.com, Starbucks, and West Elm in the...

• Report Five Lessons From The Forrester Wave™: UCaaS Providers, Q3 2019

  Unified-Communications-As-A-Service Is About The Entire Solution And Not Just A Cloud-Based Service

  January 24, 2020 | Art Schoeller

  Earlier this year, Forrester evaluated nine unified-communications-as-a-service (UCaaS) vendors and identified five key lessons learned that application development and delivery (AD&D)...

• Report Mobile Commerce In 2030

  mCommerce Is A New Mobile Services Economy, Not Mini eCommerce

  December 4, 2019 | Sucharita Kodali, Julie Ask

  Investments in mobile have been one of the most important shifts for consumer-facing businesses in the last decade, but companies will need to modify their strategies and plans to accommodate...

• Report A Timeline Guide For Your 5G Strategy

  5G Will Be A Long Journey, But Prepare Now — Because The Promise Is Huge

  October 28, 2019 | Dan Bieler, Andre Kindness, Michele Pelino

  The rollout of 5G is much more evolutionary than the rollout scenarios of previous cellular standards. The primary reason for the different pace relates to the gradual and piecemeal definition of...

• Report Non-Public 5G Networks Will Be A Critical Building Block Of Your Enterprise

  Non-Public 5G Networks Boost The Digital Transformation Of Core Processes While Protecting Against Industrial Espionage

  August 30, 2019 | Dan Bieler

  While the concept of non-public 5G networks is nothing new, the rise of the internet of things (IoT) and connected assets is driving more and more companies to investigate the opportunities...