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  • Report Forrester Infographic: The State Of Voice Assistants, 2019

    An Overview Of Consumer And Enterprise Adoption Of Conversational Interfaces
    August 28, 2019 | Julie Ask

    Conversations will evolve into a core element of digital experiences. Voice assistants have been around for years, but they primarily fetch answers to simple questions or control devices. As a...

  • Report Consumers Are Connected; Companies Are Catching Up

    Mature Firms Adopt A Portfolio Of Technologies To Serve Their Customers
    June 28, 2019 | Julie Ask

    Forrester's Q2 2019 Global Emerging Technology Executive Online Survey assessed the digital portfolio initiatives of 134 firms. Most of the firms in this sample have undergone the greatest...

  • Report The 3D Connected Consumer In 2019

    Create A Portfolio Of Experiences That Maps To How Your Customers Connect
    June 20, 2019 | Julie Ask

    Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. Digital business...

  • Report Notifications In Regulated Industries: Healthcare

    This Infographic Outlines The Current Environment, Challenges, And Solutions For Secure Messaging

    Three-quarters of healthcare, financial services, and insurance firms are using SMS or push notifications. Their primary objectives? Improving the customer experience and reducing operational...

  • Report Notifications In Regulated Industries: Financial Services

    This Infographic Outlines The Current Environment, Challenges, And Solutions For Secure Messaging

    Three-quarters of financial services, insurance, and healthcare firms are using SMS or push notifications. Their primary objectives? Improving the customer experience and reducing operational...

  • Report Born To Chat

    Tips And Tricks From Early Chatbot Entrepreneurs
    April 2, 2019 | Julie 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 Forrester Infographic: Customer Service Chatbots Fail Consumers Today

    January 30, 2019 | Ian Jacobs, Julie 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...