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• Report Use RPA To Deliver Better Customer Service Experiences

  Where And How To Get Started Deploying RPA In The Contact Center

  November 6, 2019 | Kate Leggett

  Robotic process automation (RPA) is a key component in the landscape of automation and AI technology for customer service operations. It bolsters agent productivity, increases process automation,...

• Report Five Lessons From The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019

  These New Technologies Require Novel Approaches To Purchasing Enterprise Software

  September 16, 2019 | Ian Jacobs

  Earlier this year, Forrester evaluated 14 different conversational AI for customer service solutions. During that research, we identified five key lessons that brands considering such technologies...

• Report Use Objectives And Key Results To Build A Better Strategic Product Portfolio

  Benchmarks: The Agile Software Leadership Playbook

  August 23, 2019 | Margo Visitacion

  Customer-focused organizations continue to struggle with how to measure the impact of programs. Traditional key performance indicators (KPIs) don't give them enough visibility into portfolio...

• Report Agile Leadership Requires A Different Kind Of Business Case

  Business Case: The Agile Software Leadership Playbook

  August 23, 2019 | Margo Visitacion

  Business leaders want the speed of Agile to meet pressing requirements for new software. But they are reluctant to transition from the false comfort of traditional, written business cases to...

• Report Effective Enterprise Collaboration Grows Your Bottom Line

  Business Case: The Enterprise Collaboration Playbook

  March 21, 2019 | TJ Keitt, Liz Witherspoon

  Business leaders often turn to application development and delivery (AD&D) pros for tools to make the business more collaborative. And AD&D pros oblige, deploying a portfolio of collaboration...

• Report Scaling Agile: Can The Spotify Approach Work For You?

  Road Map: The Modern Application Delivery Playbook

  March 15, 2019 | Diego Lo Giudice

  Spotify's model for scaling Agile software delivery is gaining interest among enterprises and application development and delivery (AD&D) pros alike, which we learned in our research of and...

• Report Define The Right Metrics For Tracking CRM Success

  Performance Management: The CRM Playbook

  October 12, 2018 | Kate Leggett

  Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for...

• Report Embrace Continuous Improvement To Power Customer Service Operations

  Continuous Improvement: The Contact Centers For Customer Service Playbook

  August 3, 2018 | Kate Leggett, Art Schoeller

  Companies struggle to deliver effective, personal customer service that meets customer expectations and doesn't break the bank. Application development and delivery (AD&D) pros can improve customer...

• Report Refine The Source Of Truth In Your Contact Center To Improve Performance

  Performance Management: The Contact Centers For Customer Service Playbook

  May 1, 2018 | Art Schoeller

  To quote Yogi Berra, "If you don't know where you are going, you'll end up someplace else." Contact centers don't lack for performance data, especially now that many of them capture extensive...