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  • Report How To Transition Your Voice-Of-The-Customer Vendor

    Take Control Of Your VoC Program To Drive Change And Action
    June 20, 2019 | Faith Adams

    CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That's because the complexity associated with switching...

  • Report The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019

    The Five Providers That Matter Most And How They Stack Up
    May 20, 2019 | Faith Adams

    In our 26-criterion evaluation of digital voice-of-the-customer (VoC) specialists, we identified the five most significant ones — ForeSee (a Verint company), iperceptions, OpinionLab (a Verint...

  • Report Now Tech: Digital Experience Agencies, Q2 2019

    Forrester's Overview Of 42 Digital Experience Agencies
    May 14, 2019 | Ted Schadler

    Digital experience agencies are essential partners for building differentiated customer, marketing, commerce, and product experiences. But to find the best partner for your project or program, you...

  • Report Intelligent Agents Can't Answer Commercial Voice Searches

    Alexa, Siri, Google Assistant, And Cortana Fail Our Marketing Tests
    April 24, 2019 | Collin Colburn, Arleen Chien

    The notion of voice search completely upending B2C marketers' current search marketing strategies is premature. To understand today's commercial opportunities for brands across Amazon Alexa,...

  • Report The Digital Voice Experience Knowledge Gap

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice experiences are proliferating — but also disappointing customers. That's because it's no easy task to create a voice-based experience — people already have strong expectations for how...

  • Report Now Tech: Enterprise BI Platforms, Q1 2019

    Forrester's Overview Of 41 Enterprise Business Intelligence Platform Providers
    March 26, 2019 | Boris Evelson

    You can use enterprise business intelligence (BI) platforms to turn raw data into meaningful signals and then turn those signals into actionable insights to effect tangible business outcomes. But...

  • Report The Forrester Tech Tide™: Enterprise Business Insights And Analytics, Q1 2019

    Landscape: The Business Intelligence Playbook
    January 14, 2019 | Boris Evelson

    Turning raw data into actionable insights is increasingly critical to firms' ability to win, serve, and retain customers. To accelerate their journey to become insights driven, companies are...

  • Report The Algorithm Of You: Meet Your Personal Digital Twin

    Continuous Improvement: The Customer Trust And Privacy Playbook
    September 10, 2018 | Fatemeh Khatibloo

    Algorithms are all around us, guiding business decisions, social policy, and life choices. But the algorithms that organizations use today don't account for individual human objectives, resulting...

  • Report The Forrester Wave™: Social Listening Platforms, Q3 2018

    The 10 Providers That Matter Most And How They Stack Up
    August 21, 2018 | Jessica Liu, Arleen Chien

    In our 40-criteria evaluation of social listening platforms, we identified the 10 most significant ones — Brandwatch, Crimson Hexagon, Digimind, Linkfluence, NetBase, Sprinklr, Synthesio, Sysomos,...

  • Report The Forrester Tech Tide™: Martech For B2C Marketers, Q2 2018

    Twenty Technologies Underpin Modern Marketing
    April 5, 2018 | Mary Pilecki, Stephanie Liu, Erna Alfred Liousas

    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...

  • Report Digital Insights Are The New Currency Of Business

    Beginner Level: Technology Practices For Insights-Driven Businesses
    January 12, 2018 | Brian Hopkins, Ted Schadler

    Businesses are drowning in data but starving for insights. Worse, they have no systematic way to consistently turn data into action. This can't continue. Demanding customers and competitive...