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Description
Consumers want convenience — and ultimately neither conversations with your chatbots nor your notifications provide it. Consumers want you to anticipate their needs and act on their behalf. Only 43% of firms Forrester surveyed anticipate their customers’ needs well enough to act on that context. Firms understand notifications. They also understand conversational interfaces. However, where do notifications end and conversations begin? Firms cannot wait for consumers to begin all the conversations. They must anticipate needs and initiate conversations with their customers. Doing so will put firms on a path to meet consumer expectations for convenience.
Key takeaways:
- What techniques do firms use to anticipate the needs of their customers?
- How do notifications blend into conversations?
- What steps are firms taking to start this journey?
Target audience level: advanced
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