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• Report The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp

  Just Supporting Web And Mobile Chat Is A Missed Opportunity

  July 23, 2020 | Julie Ask, Ian Jacobs

  Consumers love messaging, at least when it comes to keeping in touch with friends and family. But brands have lagged in offering asynchronous messaging conversations with their customers. This...

• Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

  Landscape: The Omnichannel Commerce Playbook

  March 26, 2020 | Michelle Beeson

  Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

• Report Human Customer Service: The Overlooked Opportunity For Breakaway CX Differentiation

  January 24, 2020 | Karine Cardona-Smits

  When customer service is delivered by human employees, it boosts loyalty, enriches the firm's understanding of customer needs, and can even present cross-sell and upsell opportunities. But many...

• Report Q&A: The Privacy-Personalization Paradox

  Strike A Balance Without Losing Competitive Advantage Or Consumer Trust

  November 25, 2019 | Fatemeh Khatibloo

  Marketers today find themselves in a Catch-22. On the one hand, their customers want to be recognized and rewarded for their loyalty with better-tailored content and offers. On the other hand,...

• Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today

  January 30, 2019 | Ian Jacobs, Julie Ask, Andrew Hogan

  Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...