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  • Virtual Agents

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The CRM Playbook For 2018

Transform Customer Processes And Systems To Improve Experiences

The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

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  • For Application Development & Delivery Professionals

    Report

    Report Unlock The Hidden Value Of Chatbots For Your Customer Service Strategy

    Go Beyond Just Cost Reduction
    January 19, 2018 | Daniel Hong, Ian Jacobs

    Chatbots have strong appeal as firms bring mass personalization to customers. Cost savings are the best-known benefit, but less-well-known benefits include insights from unstructured data, cost...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Accelerate Your Digital Insurance Strategy With Six Emerging Technology Building Blocks

    Tools And Technology: The Digital Insurance Strategy Playbook
    January 5, 2018 | Ellen Carney

    Digital technology is transforming insurance. Hundreds of disruptive early-stage insurers and insurtech startups are roiling up the status quo, powered by emerging and sometimes overhyped...

  • For Application Development & Delivery Professionals

    Report

    Report Developing Tomorrow's Digital Experiences

    Vision: The Mobile App Development Playbook
    December 22, 2017 | Julie A. Ask, Michael Facemire

    Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

  • 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 Predictions 2018: New Technologies Propel Software Development

    Serverless, Low-Code, And Natural Interfaces Emerge To Complement Agile And DevOps Adoption

    Every company is in the software business. Fast, iterative delivery of high-quality software means better customer engagement and higher satisfaction. Software development leaders face new...

  • For Customer Insights Professionals

    Report

    Report Forrester Data: Smart Home Devices Forecast, 2017 To 2022 (US)

    ForecastView Document
    October 23, 2017 | Satish Meena, Frank E. Gillett

    We expect the smart home devices installed base in the US to grow at a five-year compound annual growth rate (CAGR) of 42%, powered by the smart speakers category. We break up this forecast into 12...

  • For Customer Experience Professionals

    Report

    Report Humanize Your Conversational Bot

    Use Bot Personality And Engage Better To Connect With Humans
    October 19, 2017 | Amit Bhatia

    While conversational bots are multiplying and organizations of all sizes are jumping on the chatbot bandwagon, tech-obsessed firms are missing a key piece of the puzzle. The success of conversation...

  • For B2C Marketing Professionals

    Report

    Report Voice Search Will Change Customer Discovery Forever

    How To Prepare For The Coming Search Revolution
    September 27, 2017 | Collin Colburn

    The rise of Alexa, Cortana, Google Assistant, and Siri has formed ominous clouds darkening the future of search marketing. But the good news is, B2C marketers have some time to prepare for voice...

  • For Security & Risk Professionals

    Report

    Report Secure The Rise Of Intelligent Agents

    Securing Intelligent Agents Will Stress Application Security Basics
    September 14, 2017 | Amy DeMartine, Jennifer Wise

    Early-stage intelligent agents (IAs) have arrived and are gaining traction among consumers. Leaving behind the direct, detailed commands of their virtual assistant predecessors, IAs will soon see...

  • For Infrastructure & Operations Professionals

    Report

    Report TechRadar™: Automation Technologies, Robotics, And AI In The Workforce, Q2 2017

    As Physical And Software Robots Rise, You Need A Long-Term Strategic Plan For Your Workforce
    June 26, 2017 | J. P. Gownder

    Automation technologies — physical robots, software and artificial intelligence (AI), and customer self-service solutions — are reshaping the workplace and the way your business engages with its...

  • For CIO Professionals

    Report

    Report The Top Emerging Technologies For Digital Predators

    Tools And Technology: The CIO Digital Business Transformation Playbook
    March 1, 2017 | Nigel Fenwick, Ted Schadler

    CIOs must constantly evaluate an array of emerging technologies and determine where to incubate and where to increase investment. While the choices are as individual as the companies, the...

  • 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 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 Chatbots 101: Building Conversational Interfaces

    Take A Progressive Approach To Building Chatbots That Aligns With Your App+ Mobile Strategy

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging services at an unprecedented pace. In parallel, they're looking to use conversations for customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Chatbots

    Pilot Chatbots As Part Of Your App+ Mobile Strategy

    As smartphone communication shifts from voice to text and images, consumers are adopting messaging at an unprecedented pace. In parallel, they look to extend conversations beyond socializing with...

  • For B2C Marketing Professionals

    Report

    Report The Future Of Messaging Apps

    With Bots And Intelligent Agents, New Conversation Interfaces Will Change Your Relationship With Customers

    With more than 3 billion consumers spending a lot of time and sharing emotions on messaging apps, brands are facing a whole new set of marketing opportunities and challenges. Messaging apps like...

  • For CMO Professionals

    Report

    Report Quick Take: Amazon Extends Its Lead By Taking Alexa Intelligent Agent Global

    September 14, 2016 | James L. McQuivey

    On September 14, 2016, Amazon announced the availability of Amazon Echo outside the US in its two largest European markets — the UK and Germany. At the same time, Amazon announced a new version of...

  • For B2C Marketing Professionals

    Report

    Report The Rise Of Intelligent Agents

    How Evolved Versions Of Siri, Google Now, Cortana, And Alexa Will Upend The Brand-Customer Relationship
    September 12, 2016 | Jennifer Wise

    Early-stage intelligent agents (IAs) have arrived and are gaining traction among consumers. And as consumers fall in love with the customized, proactive utilities IAs provide, IAs will capture the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Bots Aren't Ready To Be Bankers

    Bank Execs Should Focus On Foundational Digital Initiatives Now To Take Advantage Of Next-Gen Bots In Two To Three Years
    August 31, 2016 | Peter Wannemacher

    Many companies are betting on bots, chat-based software built to simulate human conversation and help consumers complete tasks. But while bots and the technologies that enable them are evolving...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report Get Better Results — Virtual Agents Are Key To Improving Site Search

    December 1, 2015 | Brendan Witcher

    As technology has become increasingly sophisticated, consumer search expectations and behaviors have evolved. Unfortunately, traditional site search technology has failed to evolve at the same...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Good Alone, Better Together: Integrating Chat And Virtual Agents

    Creating Seamless Customer Service Interactions Is Key To Meeting Customer Expectations
    October 29, 2014 | Brendan Witcher

    Increasingly, organizations are turning to live chat and virtual agent tools in order to keep pace with the ever-demanding consumer. And for good reason: the ability to scale immediate, contextual...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Business Case For Virtual Agents

    Why A Personalized Virtual Agent Is The Right Tool For Today's Self-Service Driven Consumer
    September 30, 2014 | Brendan Witcher

    Virtual agents have evolved from simple, self-service chat-bots to today's personalized, data-driven answer engines that deliver customer value in both sales and service engagements. eBusiness...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Five Essential eBusiness Criteria For A Successful Virtual Agent Vendor Selection

    November 17, 2011 | Diane Clarkson

    Virtual agent technology has continued to become more sophisticated, elevating this self-service tool from the antiquated limits of keyword search to an experience that offers conversational,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report It's Time To Give Virtual Agents Another Look

    December 18, 2009 | Diane Clarkson

    Efficient online self-service is a critical component to the online purchase experience: 57% of US online consumers report that they are very likely to abandon an online purchase if they cannot...

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