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A good customer experience ensures that both the client and the business get something valuable. A well-designed customer success program facilitates this value exchange. This webinar explores how to set up and fund this value exchange.
Key takeaways:
Target audience level: beginner and intermediate
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This report helps customer success and customer experience (CX) pros develop customer success funding strategies that will pass muster with top executives.
This report shows how CX professionals can help develop a portfolio of customer success managers (CSMs) to help keep their clients on track.
Increasingly, customer experience (CX) professionals at B2B companies have shown interest in helping their businesses build customer success management (CSM) programs. However, skeptical business leaders will want to know the value of making this investme
In Q3 2024, the US economy continues to grow, fueled by consumer spending. Macroeconomic indicators are strong, and the economy continues to avert a slowdown. Yet despite the abundance of good news, consumer sentiment is at a record low, driven primarily by a widening gap in confidence between more affluent and less affluent consumers. This webinar helps marketers and strategists disentangle the complex economic environment to craft a growth strategy that addresses pricing, affordability, and value.Key takeaways: Learn how macroeconomic trends affect consumer behavior and spending.Understand that there is no monolithic American consumer, but more complex customer segments.Get ideas for crafting brand and growth strategies for your customer segments.Target audience level: all levels
Izola [eye-ZO-la], Forrester’s new generative AI (genAI) tool, will help you make progress on your top initiatives faster with answers from trusted Forrester research. Since Izola was made broadly available to all clients in March, it is now one of the most used features on the Forrester platform.As with any genAI tool, our clients and employees continue to find new ways to maximize value. In this session, we (re)introduce you to Izola, show the different ways clients are using the tool, and share tips to get better answers faster.All Forrester clients are welcome to attend this webinar; however, only clients of Forrester Decisions and Forrester Market Insights products can access Izola.Key takeaways: Discover how to use Izola and how it works.Learn common use cases for Izola from peers.Explore tips for getting better answers faster.Target audience level: beginner and Intermediate
Organizations that prioritize survey metrics as the foundation of their customer experience (CX) efforts often face challenges when initiating improvements and showcasing the value of CX to their organizations. To enhance effectiveness, CX programs can shift towards a strategy that utilizes advanced predictive and prescriptive analytics. These techniques allow organizations to anticipate customer behavior, assess the influence of experience quality on business performance, and prioritize experience enhancements for all customers, not just survey respondents.Key takeaways: Learn how advanced analytics can transform the CX practice from reacting to customer feedback to proactively managing experiences for all customers.Discover how CX leaders can drive initiatives to leverage advanced analytic techniques in their organizations.Receive a practical approach for implementing advanced analytics to transform the CX practice.Target audience level: all levels
Mobility is changing across all three categories of personal transportation (e.g., cars, scooters), public transportation (e.g., buses, trains), and the movement of goods (e.g., trucks, ships, planes, drones). Electrification and increasing levels of autonomy may grab the headlines, but there’s more to the shift than that. Join this webinar to hear about the future of mobility and to understand its implications for your business.Key takeaways:Understand the impact of vehicles that are increasingly connected, autonomous, shared, and electric.Explore the implications for transport infrastructure and the very different challenges facing urban and rural mobility.Learn about the three innovation horizons shaping the future of mobility, from short-term innovations to longer-term rethinking of entire business models.Target audience level: all levels
Sixty-four percent of organizations store and process between 100 TB and 5 PB of data, and 58% of that data is unstructured. Yet only 16% of organizations report processing unstructured data as one of their top data or analytics initiatives. In this webinar, we look at research from “The Forrester Wave: Document Mining And Analytics Platform, Q2 2024” and “The Forrester Wave: Text Mining And Analytics Platform, Q2 2024.” Join us to learn how Forrester researches this important market segment, including its key technologies and leading vendors.Key takeaways:Understand the differences between document mining, text mining, and analytics technologies and their vendors.Learn where ML and generative AI are adding value to document and text mining and analytics and where knowledge-based technologies are still a better fit.Discover three actionable recommendations to help you jumpstart your document mining, text mining, and analytics initiatives.Target audience level: all levelsVendors: AWS, Automation Anywhere, EdgeVerve, Expert.ai, Google, Hyperscience, IBM, InMoment, Medallia, Microsoft, OpenText, Qualtrics, Rossum, SAS, Sprinklr, SS&C Blue Prism, UiPath, Verint, Workfusion
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
