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  • Ian Jacobs

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  • For Customer Experience Professionals

    Report

    Report The Best And Worst Of Customer Service Via Facebook Messenger

    A Forrester Digital UX Review
    November 15, 2017 | Laura Naparstek, Andrew Hogan, Ian Jacobs

    As a CX professional, you need to know which companies are enabling customer service effectively via Facebook Messenger and how. Why? Because the practice is spreading, so your executives are bound...

  • For Application Development & Delivery Professionals

    Report

    Report Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy

    Prepare For Dips In Customer Satisfaction And Service Levels
    November 9, 2017 | Daniel Hong, Nick Barber, Ian Jacobs

    Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's...

  • For Application Development & Delivery Professionals

    Report

    Report Vendors Battle For The Heart Of The Contact Center

    Landscape: The Contact Centers For Customer Service Playbook
    September 29, 2017 | Kate Leggett, Art Schoeller, Ian Jacobs

    The heart of the contact center comprises a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

  • For Application Development & Delivery Professionals

    Report

    Report Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook
    September 19, 2017 | Ian Jacobs, Kate Leggett

    Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...

  • For Application Development & Delivery Professionals

    Report

    Report Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook
    August 28, 2017 | Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer....

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 23, 2017 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For Application Development & Delivery Professionals

    Report

    Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 2, 2017 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service and application development and delivery (AD&D) pros must...

  • For Application Development & Delivery Professionals

    Report

    Report The Top 10 Chatbots For Enterprise Customer Service

    June 29, 2017 | Ian Jacobs

    In Forrester's evaluation of the emerging market for chatbots in customer service, we identified the10 most significant providers — [24]7, Artificial Solutions, Creative Virtual, Inbenta,...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q2 2017

    Rapid Time-To-Value Fuels Differentiation In Customer Service Solutions
    June 28, 2017 | Ian Jacobs, Kate Leggett

    In our 34-criteria evaluation of customer service solution vendors for small and midsize teams, we identified the 10 most significant ones — Astute Solutions, bpm'online, eGain, Freshdesk,...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q2 2017

    Intelligence And Omnichannel Engagement Are Fueling Adoption Of Customer Service Solutions
    June 28, 2017 | Kate Leggett, Ian Jacobs

    In our 35-criteria evaluation of customer service solution vendors for enterprise organizations, we identified the nine most significant ones — eGain, Microsoft, Oracle, Pegasystems, Salesforce,...

  • For Application Development & Delivery Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    February 21, 2017 | Ian Jacobs, Andrew Hogan, Michael Facemire

    The combination of media and vendor hype about "world-changing technology" has propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" now pushes digital...

  • For Application Development & Delivery Professionals

    Report

    Report Better Governance Leads To Better Customer Service — Yes, Really!

    Processes: The Contact Centers For Customer Service Playbook
    February 8, 2017 | Ian Jacobs, Kate Leggett

    Companies struggle to deliver reproducible, effective, and personalized customer service in line with customers' expectations and companies' cost constraints. With siloed governance processes being...

  • For B2C Marketing Professionals

    Report

    Report Use Social To Bridge The Gap Between Marketing And Customer Service

    January 31, 2017 | Erna Alfred Liousas, Ian Jacobs

    Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Executive Q&A: Boost Your Chatbot IQ

    December 12, 2016 | Andrew Hogan, Ian Jacobs, Michael Facemire

    Media and vendor boasts of "world-changing technology" have propelled chatbots toward the peak of inflated expectations. Fear of missing the "next big thing" is pushing digital business...

  • For Application Development & Delivery Professionals

    Report

    Report How To Differentiate With Excellent Mobile Customer Service

    November 11, 2016 | Ian Jacobs, Laura Naparstek

    Mobile is the next battleground to win, serve, and retain customers. Too many companies, however, fail to meet customer expectations for service on mobile devices. This report outlines the key...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Workforce Optimization Suites, Q3 2016

    The Nine WFO Providers That Matter Most And How They Stack Up
    August 31, 2016 | Ian Jacobs

    In our 39-criteria evaluation of workforce optimization (WFO) suite providers, we identified the nine most significant vendors — Aspect Software, Calabrio, Genesys, inContact, Interactive...

  • For Customer Experience Professionals

    Report

    Report Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Popular Messaging App Lets You Meet Your Customers On Their Turf
    August 10, 2016 | Andrew Hogan, Ian Jacobs

    One out of every nine people on the planet uses Facebook Messenger each month. While the lion's share of that usage includes communication between friends and families, a few brands have jumped...

  • For Application Development & Delivery Professionals

    Report

    Report Plan Now For Customer Service In 2021

    Explore Five Technologies To Transform Customer Care Over The Next Five Years
    June 28, 2016 | Ian Jacobs

    Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: It's Time To Provide Customer Service Through Facebook Messenger

    The Massively Popular Messaging App Provides An Ideal Environment To Meet Your Customers Where They Already Hang Out
    May 5, 2016 | Ian Jacobs, Andrew Hogan

    One out of every nine people on the planet uses Facebook Messenger in a given month. While the lion's share of that usage includes communication between friends and families, a few brands have...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Three Key Practices To Succeed With Speech Analytics

    Use These Methods To Improve Vendor Selection, Drive Quicker ROI, And Organize For A Successful Program
    February 17, 2016 | Ian Jacobs

    Instead of letting old recordings of customer service calls sit in a dusty vault, many enterprises have started to investigate speech analytics tools that promise to turn those recordings into...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015

    Due Diligence Required: These Vendors Are Great At Supporting Enterprise Organizations
    December 16, 2015 | Kate Leggett, Ian Jacobs

    In the customer service solutions Forrester Wave™ for enterprise organizations, we identified the 11 most significant customer service solutions — eGain, Microsoft, Moxie, Oracle Service Cloud,...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015

    Due Diligence Required: These Vendors Are Great At Supporting Midsize Teams
    December 16, 2015 | Ian Jacobs, Kate Leggett

    In Forrester's 36-criteria evaluation of customer service vendors for enterprise organizations, we identified the 11 most significant solution providers — Astute Solutions, eGain, Freshdesk,...

  • For Application Development & Delivery Professionals

    Report

    Report Use The AGE Gauge To Evaluate New Customer Service Technologies

    Ambient Knowledge, Guided Process, And Embedded Service Experiences Power Customer-Obsessed Service
    December 2, 2015 | Ian Jacobs

    Customers — particularly Millennial customers — have expanded their use of digital customer service channels. Application development and delivery (AD&D) pros must make technology investments that...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Social Customer Service Solutions

    Choose Your Social Tools To Match Your Organization's Style Of Work
    November 4, 2015 | Ian Jacobs

    Customers have made it clear: They want to interact with companies via social media channels. Many customers, especially younger ones, also want to receive customer service via social channels. The...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: Adapt — Don't Scrap — Your Workforce Optimization Tools To Support Social Customer Service

    July 23, 2015 | Ian Jacobs

    Application development and delivery (AD&D) professionals supporting contact centers, in a race to develop applications in the age of the customer, view social customer service warily. On the one...

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