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To remain competitive, firms must continuously grow their ability to take actions that matter at speed and at scale using consumer insights analysis from quantitative and qualitative data, information, and evidence-based knowledge. AI-enabled consumer intelligence (AICI) platforms enable enterprises to leverage insights from data from outside their firm (e.g., social, web, and/or consumer data) and combine it with their own data (e.g., CRM, website) to optimize the experience of their current customers. Further, they look beyond firms’ current customers’ behaviors, needs, and preferences, rapidly delivering actionable insights on emerging trends, outliers, and unexpected shifts or changes in consumer behavior.
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Target audience level: intermediate
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Your customers want what they want, when and where they want it. It's not enough to just keep up with them; you must also be out ahead. Consumer intelligence solutions power that by breaking down data silos. These solutions enable onboarding of both exter
Use this report and its examples to craft a measurable and meaningful CX business case you can sell internally that also shows how CI adds incremental value.
This report shows how these three change agent personas deployed in existing positions can turbocharge the necessary transformation that will advance insights-driven maturity.
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
In 2024, organizations are dealing with the dual challenge of keeping up with generative AI (genAI) advances and navigating financial pressures. While digital experiences are changing and becoming more humanlike due to significant improvements in genAI and human/machine interaction, financial pressures lead organizations to often act in haste and put the quality of experiences at risk. Join us to hear a panel discussion on the most critical trends affecting digital customer experience (CX) and design this year.Key takeaways:Gain an understanding of the four trends affecting digital CX and design in 2024.Hear Forrester analysts’ take on how to navigate these trends and what actions to take.Target audience level: all levels
Have you ever encountered tall poppy syndrome? It’s a social phenomenon that occurs when talented individuals are resented or criticized because their achievements elevate them above their peers. This harmful mindset stifles team growth, damages morale, and creates a culture of mediocrity and conformity.Overcoming tall poppy syndrome requires extraordinary operations leaders to effectively navigate challenges and drive success while creating a positive and productive environment.Key takeaways:Explore the critical operations leadership skills required in today’s dynamic and rapidly changing business environment.Explore delving into four primary leadership skills operations leaders must focus on for success.Learn how to inspire and motivate a team and drive a supportive culture.Target audience level: all levels
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
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
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
