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  • Report Score Big With Fanalytics

    How Advanced Customer Analytics Drives Better Fan Engagement In Sports
    April 26, 2019 | Brandon Purcell, Emily Miller

    Like in many other industries, harnessing data and technology in the pro sports world is now an imperative. Sports industry pros use technologies like AI and machine learning for customer analytics...

  • Report Stop Trying To Replace Your Agents With Chatbots

    Four Approaches To Using Chatbots To Augment Your Agents Offer Clear Benefits For Companies And Customers
    April 17, 2019 | Ian Jacobs

    Customer service organizations are in a heightened state of chatbot mania. Many are rushing to replace their agents with chatbots, believing that doing so will cut costs and increase efficiencies....

  • Report Protect Your Intellectual Property And Customer Data From Theft And Abuse

    Executive Overview: The Data Security And Privacy Playbook
    April 16, 2019 | Stephanie Balaouras

    Data is the lifeblood of today's digital businesses. Sophisticated cybercriminals are determined to steal it, and employees can abuse it. IP theft erases competitive advantage, and privacy...

  • Report Envisioning The Future Of Omnichannel Commerce

    Vision: The Omnichannel Commerce Playbook
    April 16, 2019 | Brendan Witcher

    Omnichannel is not a new concept, but B2C, B2B, and even B2B2C companies still grapple with how to transform from multichannel to omnichannel. Omnichannel capabilities cover four key areas: view of...

  • Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    April 15, 2019 | Kate Leggett

    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...

  • Report Use Your Contact Center To Deliver Great Banking Customer Experiences

    Great Customer Service Does Not Happen By Chance
    April 4, 2019 | Aurelie L'Hostis

    We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and...

  • Report Born To Chat

    Tips And Tricks From Early Chatbot Entrepreneurs
    April 2, 2019 | Julie A. Ask

    We spoke to 20 companies to assemble insights on operational best practices for firms developing products or services rooted in a conversational interface. If you're thinking about building up your...

  • Report Now Tech: Channel Incentives And Program Management, Q1 2019

    Forrester's Overview Of 21 Channel Incentives And Program Management Providers
    March 26, 2019 | Jay McBain

    You can use channel incentives to improve indirect sales performance, orchestrate partners' behavior, and engender channel loyalty. But to realize these benefits, you'll first have to select from a...

  • Report Best Practices: Customer Call Center Authentication

    Prioritize Implicit Biometrics And Phone Reputation To Reduce Customer And Agent Friction
    March 22, 2019 | Andras Cser, Merritt Maxim

    Customer call center authentication (CCCA) combines human and machine processes, tools, and technologies. The call center is invariably the channel of last resort for customers looking to get...

  • Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    March 19, 2019 | Kate Leggett

    Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

  • Report Second-Party Data Powers Customer-Focused Advertising

    Another Marketer's First-Party Data Complements And Extends Yours
    March 8, 2019 | Joanna O'Connell, Susan Bidel

    In the age of the customer, marketers require solid, reliable data upon which to build individual IDs, segment profiles, and models to reach prospects. First-party data lies at the core of these...

  • Report Now Tech: Payment Tokenization, Q1 2019

    Forrester's Overview Of 21 Payment Tokenization Providers
    March 7, 2019 | Andras Cser

    You can use payment tokenization (PT) solutions to: 1) reduce the risk of fraud from stolen personal account numbers (PANs); 2) reduce the scope of PCI DSS compliance and audits; and 3) increase...

  • Report The Forrester Wave™: Real-Time Interaction Management, Q1 2019

    The 12 Providers That Matter Most And How They Stack Up
    February 27, 2019 | Rusty Warner

    In our 33-criterion evaluation of real-time interaction management (RTIM) providers, we identified the 12 most significant ones — Adobe, Certona, Emarsys, FICO, IBM, Infor, Kitewheel, Pegasystems,...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    February 26, 2019 | 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 leaders must invest in modernizing their technology. Doing so...

  • Report Use Emotion To Beat Customer Service Stagnation

    DBS Bank, Disney, Humana, And Progressive Casualty Insurance Show You How
    February 21, 2019 | Ian Jacobs

    Customer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms...

  • Report Quantifying The Business Value Of SaaS

    Business Case: The SaaS Transformation Playbook
    February 15, 2019 | Liz Herbert, Adam Schlegel

    Software-as-a-service (SaaS) continues to grow in popularity across every type of enterprise application. And SaaS purchases can be both expensive and mission-critical — putting more pressure on...

  • Report Now Tech: Omnichannel Customer Service Outsourcers, Q1 2019

    Forrester's Overview Of 28 Omnichannel Customer Service Outsourcing Providers
    February 14, 2019 | Ian Jacobs, Laura Naparstek

    You can use omnichannel customer service outsourcing to improve cost efficiency, quickly stand up digital engagement channels, and adjust to unexpected customer interaction volume. But to access...

  • Report Digital Ups The Stakes For B2B Sales Pros

    Vision: The B2B eCommerce Playbook
    February 13, 2019 | Allen Bonde

    Nearly four years after forecasting that 1 million B2B salespeople would be displaced by 2020, Forrester sees B2B buyers both accelerating their shift to self-service and demanding higher-quality...

  • Report Tackle The California Consumer Privacy Act Now

    Use Your GDPR Compliance Programs To Prepare For The New CCPA Requirements
    February 8, 2019 | Enza Iannopollo

    In less than one year's time, regulators in California will start enforcing the requirements of the California Consumer Privacy Act (CCPA). Brazil has just passed new privacy regulations, and India...

  • Report Determine Your Data's Worth: Data Plus Use Equals Value

    Intermediate Level: Strategy Practices For Insights-Driven Businesses
    February 5, 2019 | Jennifer Belissent, Ph.D.

    As the data economy heats up, the fear of being left behind leaves company execs in a cold sweat. Board members ask about data commercialization strategies, and the question that is top of mind for...

  • Report New Tech: AI-Fueled Speech Analytics Solutions In China, Q1 2019

    Forrester's Landscape Overview Of 23 Providers In China
    February 4, 2019 | Danny Mu

    The rising tide of AI and machine learning is creating new use cases for speech analytics solutions across sales, service, and marketing functions. This report presents a review of 23 vendors in...

  • Report Turn Data Into Insights With Customer Analytics

    Executive Overview: The Customer Analytics Playbook
    February 1, 2019 | Brandon Purcell, Emily Miller

    The scale and diversity of customer data provide rich new sources of insight that let firms engage with customers in new ways and enable the digital disruption of entire industries. Today's...

  • Report New Tech: B2B Marketing Data Management Solutions, Q1 2019

    Forrester's Landscape Overview Of 29 Providers
    January 31, 2019 | Steven Casey

    The foundation of customer-obsessed marketing is the ability to collect, analyze, and manage the customer data to derive insights. But most B2B marketers have low confidence in the quality of their...

  • Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today

    January 30, 2019 | Ian Jacobs, Julie A. Ask, Andrew Hogan

    Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...

  • Report How To Build A Modern Agent Desktop And Transform Customer Service Experiences

    The Five Critical Elements For The Agent Desktop Of The Future
    January 28, 2019 | Kate Leggett

    Happier customer service agents mean happier customers and shareholders. Positive agent experiences also lead to better job performance, productivity, and retention — one of the costlier factors in...

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