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This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty — and spend. Case in point? Growing revenue and improving customer experiences are top post-pandemic business priorities.
On the other hand, the pandemic has accelerated modernization strategies that were already underway, such as digitization and cloud adoption — the value of which will extend far beyond the current circumstances.
To emerge stronger and leaner from the pandemic, you will have to reimagine your current strategy and long-term investments in digitization, AI, and automation. You will also have to focus on operational agility and resilience to quickly adapt to the unexpected. This webinar highlights the three megatrends that customer service leaders must stay abreast of to weather the storm in 2021.
Key takeaways:
Target audience level: intermediate
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Vision: The Contact Centers For Customer Service Playbook
This webinar shows attendees how to optimize Forrester’s research and resources when evaluating and selecting a value stream management (VSM) platform.Key takeaways:Explore a list of the key players in the VSM market.Learn how to maximize Forrester’s research and resources, particularly the recent VSM Wave, to identify the right VSM platform for your organization.Vendors: Atlassian, Broadcom, CloudBees, ConnectALL, Digital.ai, GitLab, Harness, HCLSoftware/IBM, Jellyfish, Micro Focus, Planview, Plutora, ServiceNow, ZenhubTarget audience level: all levels
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
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
Seismic shifts in buying group behavior and business dynamics are wreaking havoc on the frontline B2B marketing teams accountable for revenue, such as demand marketing, account-based marketing (ABM), and customer marketing. All marketing teams share some responsibility for addressing changing buyer behaviors and influencing revenue, but frontline marketing teams that are directly accountable for pipeline and revenue are most susceptible to changing buying behaviors. For them, failure to meet pipeline or revenue objectives could mean termination.In this webinar, Forrester Research Directors Steve Casey and Lisa Nakano lead a panel discussion with B2B marketing analysts John Arnold, Lisa Gately, and Malachi Threadgill to unpack a major mindset shift happening in the most progressive B2B marketing organizations. Forrester calls this mindset shift lifecycle revenue marketing (LRM). Our discussion will focus on the reasons and changes needed to move from an inside-out approach that lives or dies by internal processes to an outside-in strategy that lives and breathes the customer lifecycle and empowers frontline marketers to extend engaged audiences and stand up more adaptive programs.Key takeaways:Current trends in buying behavior and the impact on frontline marketing effortsAn introduction to the guiding principles of lifecycle revenue marketing (LRM)How LRM breaks through silos, extends audience engagement, and connects marketing programs to the full lifecycle of revenue opportunitiesTarget audience level: all levels
Service meshes and API management seem similar at first glance — what’s the difference? This webinar explains the different problems they solve and how each fulfills a different role in your IT architecture.Key takeaways:Learn what a service mesh is.Understand how service mesh differs from API management.Learn the value proposition that service mesh offers and its most valuable use case.Hear some future developments for service mesh.Target audience level: beginner
Forrester analyzed the most recent earnings announcements of a basket of leading public cloud service providers, software vendors, and technology service providers in a recent series of reports. This webinar reviews the financial results of these announcements, the market signals, and how technology executives should use this information.Key takeaways - Learn the results and main trends of the earnings announcements.Understand the implications of these signals and what they mean for you.Target audience level: all levels
