Chatbots
Chatbots can be a helpful tool . . . or a source of customer frustration. Forrester’s insights provide guidance on the capabilities and limits of chatbots in customer service and beyond.
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Insights
Podcast
How GenAI Will Transform The Contact Center
Generative AI (genAI) holds tantalizing potential for contact centers, but turning that potential into reality will require overcoming some hurdles. How should contact center leaders get started? Senior Analyst Christina McAllister provides insight on What It Means.
Blog
US Government Tackles “Doom Loops” (But Risks Customer Service Chaos)
The newly launched "Time Is Money" initiative may have unintended consequences. Learn what they are, and what actions might be more meaningful.
Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool
Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.
Blog
Is GenAI Falling Short? Not In The Contact Center
Infrequently asked questions is an example of how genAI is bringing value to the contact center
Blog
Meet The Digital-Double Power Player
In a not-so-distant future, a digital double will save you time — but at the expense of your data.
Blog
The 2024 DCIS Forrester Wave™ Reignites The Promise Of Truly Unified Channels
The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024, is now live! In this first-ever evaluation of the digital customer interaction solutions (DCIS) market, we analyzed 34 product and strategy criteria for the 11 most important vendors in this space (listed alphabetically): [24]7.ai, ASAPP, eGain, Gladly, iAdvize, Intercom, Khoros, LivePerson, Sprinklr, Unblu, and Verint. When […]
Blog
Forrester’s AI Webinar Series: Navigate The Choppy And Exciting Waters Of Enterprise AI
AI is having — and will continue to have — a profound impact on how data scientists, software engineers, and other job functions perform their roles. Get tips on how to define, build, and implement your enterprise AI strategy with the help of Forrester's AI Advantage client webinar series.
Blog
Six Technologies Will Make Digital Experiences More Humanlike (And GenAI Is Just One Among Them)
The future of human-machine interaction will be drastically more humanlike in six ways — creative, conversational, perceptive, embodied, physical, and personified — as a result of six emerging technologies. But these technologies are still immature, and the road ahead is fraught with challenges.
Unleash Enterprisewide CX Innovation With Design Thinking
Learn how to establish and scale a design thinking practice to solve business problems with CX.
Blog
Our New Conversational AI Forrester Wave™: GenAI And LLMs Drive A Vendor Revolution
As generative AI has emerged in the past year, conversational AI vendors have evolved their capabilities. Get a sneak peek at five of those capabilities in this preview of our new Wave report.
Blog
The Forrester Wave™: Conversation Automation Solutions For B2B, Q1 2024 — Five Key Takeaways
We've evaluated the nine most important conversation automation solution vendors. Learn what’s changed since we evaluated the market three years ago
Blog
Gemini For Google Workspace Plays The Long Game
Google recently announced its new generative AI solution for productivity, Gemini for Google Workspace. Can it compete with Microsoft Copilot? Here's what tech and business leaders need to know.
Blog
How To Capitalize On Conversational Search
As generative AI becomes more deeply integrated into search engine results pages (SERPs), conversational search will grow. Learn what the change means for marketers.
Blog
People Avoid Chatbots — Here’s How Your Company Can Make Its Bot Better
Creating an effective chatbot is hard. To get it right, you need to master conversation design, a new discipline for creating experiences that are based on conversational AI, and you need to know where and when to use new technologies like generative AI.
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
It’s 2050 And Your Website Is Deserted: Why?
Websites will play a less prominent role in future consumer digital experiences for three core reasons: The digital touchpoint landscape will be far more fragmented. The number of digital touchpoints used by consumers is proliferating. Browsers are just one of many channels. The number of connected devices we use continues to grow. Web and apps […]
Blog
Are Your Bot Management Tools Up To Date For Handling The Holiday Season?
Learn why you need to meet with your bot management provider now to handle the holiday season.
Blog
Release Generative AI Solutions Without Testing Them Comprehensively At Your Peril
Testing generative AI solutions is a new challenge for all developers. Here are some initial thoughts on how to address it.
Webinar
Spark An Innovation Culture With Design Thinking
Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.
Blog
Announcing Forrester’s Embedded Conversation Automation Landscape For B2B Marketing
Conversational AI, chatbots, and automated marketing are not new to B2B marketing technology stacks. B2B marketing organizations leverage conversation automation solutions to better understand and enable buyers, customers, and internal teams by integrating signal-responsive conversations into existing workflows, tactics, and content experiences that span the full customer lifecycle. Conversation automation is quickly becoming integral to […]
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Podcast
Unlocking The Value Of Conversational Intelligence
In this session from last year’s Data Strategy & Insights Forum, Principal Analyst Max Ball discusses the latest trends in conversational intelligence with Senior Analyst Christina McAllister and Principal Analyst Seth Marrs.
Podcast
Is Asynchronous Chat The Future Of Customer Service?
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitfalls of this technology.
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