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  • Report CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook
    November 8, 2019 | Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

  • 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 Predictions 2020: Customer Service

    Automation Remakes The Contact Center Organization
    October 31, 2019 | Ian Jacobs, Art Schoeller, Kate Leggett

    We've survived the hype storm around chatbots . . . barely. 2020 will mark the beginning of the concrete alterations that AI beyond chatbots will make to customer service and contact center groups....

  • Report The Future Of Work: You Must Change How You Hire Customer Service Agents

    Workforce Transformation Must Come Before Automation
    September 30, 2019 | Kate Leggett, Ian Jacobs

    As customer service organizations grow more complex, the day-to-day work of a contact center agent will change. Automation will tackle simple, repetitive tasks; agents will need different skills to...

  • Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    September 25, 2019 | Art Schoeller

    As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

  • Report Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook
    September 17, 2019 | Art Schoeller

    In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX)...

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    August 30, 2019 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report Gauge Your Customer Service Maturity

    Assessment: The Contact Centers For Customer Service Playbook
    August 27, 2019 | Kate Leggett, Ian Jacobs

    An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer....

  • Report Research Overview: Text Analytics Technology

    A Guide To General-Purpose And Domain-Specific Platforms For Text Analytics
    July 18, 2019 | Boris Evelson

    To become an insights-driven business, organizations must strive to turn all data at their disposal into actionable insights. This is especially challenging when both structured and unstructured...

  • Report Choose The Right Customer Service Solution For Your Business

    Tools And Technology: The Contact Centers For Customer Service Playbook
    July 12, 2019 | Ian Jacobs, Kate Leggett

    Delivering a differentiated customer experience (CX) requires the right technologies, processes, and organizational structures. Therefore, application development and delivery (AD&D) professionals...

  • Report Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook
    July 5, 2019 | Kate Leggett

    The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

  • Webinar GDPR And Its Impact On Customer Service Operations — Be Prepared!

    June 27, 2019 | Art Schoeller

    Consumers increasingly want better protection of their data, and regulators are responding. The EU's General Data Protection Regulation (GDPR) puts in place strict rules that companies must adhere...

  • Report GDPR-Like Regulations Are Going Global — Is Your Customer Service Organization Ready?

    How Customer Data Moves Through Your Contact Center Will Determine Your Compliance Path
    June 25, 2019 | Art Schoeller

    Just over a year after the EU General Data Protection Regulation (GDPR) took effect, we're starting to see the consequences for firms that don't meet compliance standards — and this is only the...

  • Report The Forrester Wave™: Salesforce Implementation Partners In Asia Pacific, Q2 2019

    The 10 Providers That Matter Most And How They Stack Up
    June 24, 2019 | Frederic Giron, Michael Barnes

    In our 23-criterion evaluation of Salesforce implementation partners in Asia Pacific, we identified the 10 most significant ones — Accenture, Capgemini, Cognizant, Deloitte, IBM, Infosys, NTT DATA,...

  • Report The Forrester Wave™: Customer Service Solutions, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 18, 2019 | Kate Leggett

    In our 33-criterion evaluation of customer service solution providers, we identified the 12 most significant ones — Appian, bpm'online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP,...

  • Report FAQ: How To Measure Chat Quality Management

    Identify Your Goals And Measure What Matters
    June 11, 2019 | Ian Jacobs, Kate Leggett

    What are brands doing around chat quality management (QM)? What are they measuring? How are they scoring? Is it any different from quality management for other customer service channels? In this...

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

    The 14 Providers That Matter Most And How They Stack Up
    June 11, 2019 | Ian Jacobs

    In Forrester's evaluation of the emerging market for conversational AI for customer service, we identified the 14 most significant providers in the category — [24]7.ai, Aivo, Avaamo, Cognigy,...

  • Report The Forrester Wave™: Salesforce Implementation Partners, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    June 3, 2019 | Liz Herbert

    In our 21-criterion evaluation of Salesforce implementation partners, we identified the 12 most significant ones — Accenture, Capgemini, Cognizant, Deloitte, IBM, Infosys, Isobar, NTT DATA, PwC,...

  • Report Now Tech: Salesforce Implementation Services, Q2 2019

    Forrester's Overview Of 35 Salesforce Implementation Services Providers
    May 29, 2019 | Liz Herbert

    You can use Salesforce implementation services to navigate the complex and growing Salesforce product set, implement faster based on industry specialization, and re-invent the business. But to...

  • Report New Tech: Conversational AI For Customer Service, Q2 2019

    Forrester's Landscape Overview Of 42 Providers
    May 23, 2019 | Ian Jacobs

    Conversational AI for customer service — AKA chatbots or virtual agents — is both trendy and disappointing simultaneously. For every brand that touts benefits like contact deflection and cost...

  • Report The Forrester Wave™: Microsoft Dynamics 365 Services, Q2 2019

    The 12 Providers That Matter Most And How They Stack Up
    May 21, 2019 | Leslie Joseph

    In our 23-criterion evaluation of Microsoft Dynamics 365 service providers, we identified the 12 most significant ones — Avanade, Cognizant, DXC Technology, HCL Technologies, Hitachi Solutions,...

  • Report Map The Way To Your CRM Business Outcomes

    Road Map: The CRM Playbook
    May 17, 2019 | Kate Leggett

    When application development and delivery (AD&D) professionals create a CRM road map, they need to evaluate alternative CRM tactics, leverage synergies between initiatives, slot each new initiative...

  • Report How To Modernize Digital Customer Self-Service

    Three Steps To Improving And Scaling Experiences For The Future
    May 3, 2019 | Kate Leggett

    Customers increasingly use self-service as the first point of contact with customer service organizations. Positive self-service experiences lead to more satisfied and engaged customers. They also...

  • 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 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...

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