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Emily Pfeiffer, Forrester principal analyst, presents the state of the commerce search and product discovery market, including the results of the recent Forrester Wave of this market. With the help of Sucharita Kodali, VP and principal analyst, Emily takes your questions — live!
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Target audience level: all levels
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In our 26-criterion evaluation of commerce search and product discovery providers, we identified the most significant ones and researched, analyzed, and scored them.
Digital business leaders can use this report to understand the value they can expect from a commerce search and product discovery solution and to make their selection.
Digital decision-makers should use the “Customers Like Us” Prospect Profile Tool to best guide the customer references stage of the buying journey.
Harness the advantages of AI with help from this webinar series featuring the latest expert insights, practical tips, and key steps you and your team can take with this rapidly evolving technology.Emerging AI technologies let you design experiences that are more conversational, adaptive, and creative, which makes machines and their software feel more humanlike to users. Of these three new capabilities, creativity — enabled by generative AI — is the most powerful and surprising and requires a new mindset for effective human-machine collaboration. Join this session to hear how genAI is making software more creative and how enterprises are using it to design experiences.Key takeaways:Learn how creative AI technologies are changing the way humans and machines collaborate.Understand how genAI is making software more creative. Explore how enterprises are leveraging genAI to design new experiences.Target audience level: all levels
Customer success (CS) is a vital business capability that can develop out of several existing functions, including support, sales, or marketing. As a company grows, CS sprawl can increase, making it difficult to consolidate resources under dedicated leadership with the technology and processes designed to achieve agreed-upon outcomes. Maturing CS requires moving away from its dependence on human labor toward digital-led ways to engage and guide customers toward the outcomes they want and the value they deserve.In this webinar, Forrester vice president and principal analyst Laura Ramos shows customer engagement leaders how to use Forrester’s Total Economic Impact™ (TEI) methodology to build a business case for combining distributed, nondedicated resources into a formally chartered CS function with the processes, responsibility, and technology to support any enterprise-scale business. We explore the TEI of three key digital-led investments — a customer-centered digital experience, integration of learning content or technology, and a community-based advocacy program — and what returns you can expect from each.Key takeaways: Learn why now is the time to scale CS using digital-first approaches.Understand four popular, practical ways to extend CS impact by digitalizing postsale experiences.Connect the Total Economic Impact™ (TEI) methodology to smart CS investment.Explore how to build your business case around increasing CS ROI.Target audience level: beginner and intermediate
B2B events play a dominant role in B2B marketing activity, with events spend consistently among the largest budget line items in Forrester surveys. Moreover, with 49% of CMOs believing that events are now more important than they were pre-pandemic, this trend will continue. However, the environment in which teams plan and execute their events has transformed. This webinar shares findings from Forrester’s Q1 2024 State Of B2B Events Survey and highlights areas for leaders to think about as they build a future fit event strategy.Key takeaways: Explore key findings from Forrester’s Q1 2024 State Of B2B Events Survey.Understand what the new omnichannel event mix looks like.Learn how leaders are thinking about the future of their events and their top focus areas.Target audience level: all levels
This webinar explains current trends in the customer service space and how these trends are influencing the customer service vendor landscape. We discuss the results of Forrester’s latest customer-focused Wave and how to use the Wave when evaluating and selecting a customer service solution.Key takeaways:Understand high-level trends influencing the customer service vendor landscape.Explore a list of the key players in the customer service space.Learn how to maximize Forrester’s research and resources, particularly the recent customer service Wave, to identify the right platform for your organization.Target audience level: intermediateVendors mentioned: Creatio, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, SugarCRM, Verint, Zendesk, & Zoho
In recent years, mainstream financial institutions like BNY Mellon, DBS Bank, and Fidelity have entered the digital asset space to serve retail and institutional clients, driving demand for secure asset custody. However, this is still a nascent industry, and financial institutions must carefully navigate many technical and procedural challenges.Key takeaways:Understand the key tech supporting digital asset custody.Learn the core capabilities of representative digital asset custody providers.Learn early good practices for integrating digital asset custody solutions.Target audience level: intermediate
Real-time interaction management (RTIM) delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. Assembling an effective RTIM ecosystem lays the foundation for enabling more immersive, invisible customer experiences. It's an enterprise challenge involving significant investments in both technology and people. Successful projects deliver long-term ROI.RTIM is more than a single technology platform. Your needs may dictate a centralized next best experience (NBX) decision engine, a customer journey orchestration (CJO) solution, a cross-channel marketing hub (CCMH), a personalization engine (PE), or a combination of these capabilities. This webinar helps you choose the right solution to meet your RTIM needs.Key takeaways: Understand the current RTIM landscape.Learn about different RTIM solutions (NBX, CJO, CCMH, and PE).Discover which RTIM capabilities are right for you.Hear best practices examples from leading firms.Vendors mentioned: Adobe, Dynamic Yield by Mastercard, Engage Hub, Genesys, HCLSoftware, Medallia, Microsoft, MoEngage, Monetate, NGDATA, Pegasystems, Salesforce, and SASTarget audience level: intermediate and advanced
