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Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural language to engage with brands. Firms have been using these tactics for more than a decade within customer service. With advancements in a host of technologies ranging from the family of artificial intelligence technologies to the speed of microprocessors, GPUs, network speeds, and more, conversational interfaces are improving, and firms are looking to use them not only to market and sell to customers but also to deliver services — chat as a product. Join Julie Ask, Ian Jacobs, and Jenny Wise to understand how chat fits into your overall digital experience portfolio, how to design for these interfaces, and what you need to know about building them. This webinar addresses the following questions:
Key takeaways:
Target audience level: all levels
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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 own internal development team to create conversational ex
This report contains a video based on research we’ve conducted to offer customer experience (CX) and digital experience (DX) professionals a roadmap for combining their areas of expertise to deliver digital experiences that solve real customer problems.
In this interactive session, you can submit and upvote questions about B2B event management technology and learn more about top vendors evaluated in our upcoming Forrester Wave™ report. We’ll also discuss the market dynamics, disruptors, differentiators among the vendors evaluated, and other findings from our research.Key takeaways:Learn what’s changed in the B2B event management technology marketWhat you should be looking for when selecting a vendorLearn where the market is headingTarget audience level: all levels
Content is core to many essential business processes. This webinar looks at key trends and emerging use cases in the ever-evolving ECM market. We highlight innovation in modern content platforms and share findings from recent research.Key takeaways:Understand key findings from The Forrester Wave™: Content Platforms, Q1 2023.Learn about the key use cases driving the content management market.Understand the role of content in the broader digital workplace stack.Target audience level: intermediate
Consumers connect to the internet on 14.1 different devices, platforms, and channels. The combination of these three elements increases the possibilities logarithmically. While the current landscape is nuanced, the future complexities will be even greater as the types of devices, platforms, and channels expand.Businesses do not have unlimited resources to serve their customers in every possible place, let alone every interface (e.g., direct messaging, voice) where they access internet services.This webinar helps digital business executives use Forrester’s 3D Connected Consumer model to make smart digital experience device, platform, and channel investment decisions.Key takeaways:Use Forrester’s POST methodology to make technology channel decisions.Leverage customer data cuts from Forrester to make smart, data-based decisions.Break free from device-anchored experiences.Own as many moments as you can — and borrow the rest.Target audience level: intermediate