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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Now Tech: Real-Time Interaction Management, Q2 2020

    Forrester's Overview Of 42 RTIM Providers
    April 30, 2020 | Rusty Warner

    You can use real-time interaction management (RTIM) to orchestrate contextually relevant customer experiences, address customer expectations for mutual value exchanges with your brand, and align...

  • 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 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,...

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