Search Results
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Report The Forrester Tech Tide™: Experience Design, Q3 2018
Nineteen Technologies Underpin Experience Design
Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of...
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Report Transform Marketing With Customer Journey Analytics
Understand Customer Experiences To Improve Brand Perception, Lower Costs, And Stop Churn
July 5, 2018 | Tina MoffettB2C marketers know that understanding customers' journeys is important, but they struggle to find and activate journey-related insights. Enter the discipline of customer journey analytics, which...
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Report The Forrester Tech Tide™: Martech For B2C Marketers, Q2 2018
Twenty Technologies Underpin Modern Marketing
Marketing technology (martech) is essential to delivering contextually relevant experiences to consumers. Firms are continuously evaluating and adopting a range of martech to support customer...
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Report Boost CX Quality By Using IoT In Customer Journeys
Journey Analytics Platforms Will Integrate IoT For CX Pros
March 15, 2018 | Frank E. GillettCustomer expectations for high-quality touches are expanding beyond the mobile and web realms. Internet-of-things (IoT) technology offers new capabilities to sense and control physical products and...
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Report Smart Homes Advance Toward Subscription Living
How The Subscription Economy Will Drive Smart Home Adoption
March 12, 2018 | Frank E. GillettSmart home providers and technologies will remain fractured into different experiences and markets, such as personal care, lighting, and food. That's because consumers spend household money with a...
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Report Five Methods For Measuring Call Deflection From Experiences That Begin With Digital
How To Prove The ROI Of Your Digital Service Channel Investments
Application development and delivery (AD&D) professionals supporting contact centers must rein in costs without negatively impacting customer experience. They have heavily bet on lower-cost digital...
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Report Reboot Customer Service As Part Of Your Digital Banking Strategy
Digital Executives Will Drive The Success Of Their Customer Service Strategy
March 5, 2018 | Aurelie L'HostisContact centers lie at the heart of your digital transformation strategy. They play a crucial role in the engagement and support of customers who demand effortless customer service across all...
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Report Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center
Changing Customer Journeys Require A Significant Shift In Contact Center Roles And Technologies
February 23, 2018 | Art SchoellerIncreased automation and the greater diversity of customer contact channels will complicate, not simplify, the job of contact center agents. Application development and delivery (AD&D)...
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Report The State Of Programmatic Digital Media Buying, 2017
October 25, 2017 | Samantha MerlivatThis report highlights the key findings from the following: Forrester's Q1 2015 Demand-Side Platform Wave™ Online Survey, Q3 2015 Global Data Management Platform Forrester Wave™ Online Survey, Q2...
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Report The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q3 2017
Kitewheel, Thunderhead, NICE, And Teradata Lead In An Emerging Field Of Vendors
In our 27-criteria evaluation of customer journey analytics orchestration platform providers, we identified the 10 most significant ones — Adobe, ClickFox, ENGAGEcx, Kitewheel, NICE, Pointillist,...
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Report The Seven Top Questions About Journey Analytics
Journey Analytics Improves Interactions And Predicts Future Behavior
September 14, 2017 | Joana van den Brink-QuintanilhaJourney analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it's done get in the way. Forrester...
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Report The Forrester Wave™: Customer Journey Analytics Visioning Platforms, Q3 2017
NICE, Kitewheel, Thunderhead, And Teradata Lead In An Emerging Field Of Vendors
In our 27-criteria evaluation of customer journey analytics visioning platform providers, we identified the 13 most significant ones — Adobe, ClickFox, ENGAGEcx, Kitewheel, NICE, Pointillist,...
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Report The Journey Analytics Road Map: From Start To Scale
Reap The Rewards Of A Data-Driven Approach To Understanding Customer Journeys
Companies transforming to become customer-obsessed are using journey analytics as a catalyst to help them become customer-led, insights-driven, fast, and connected. But many fall into one of three...
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Report The Top Emerging Technologies For B2C Marketers
Eleven Technologies To Future-Proof Your Customer-Obsessed Marketing Strategy
New technologies are always emerging in response to customers' demands, marketers' needs, or just an urge to redefine experiences. To help B2C marketers focus their long-term technology investment...
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Report Vendor Landscape: Customer Journey Analytics Providers
Align Journey Analytics Objectives With The Right Partner
Customer experience (CX) and customer insights (CI) professionals use journey analytics to help them identify what customers are doing, thinking, and feeling; the touchpoints that they use; and the...