Consumers have more information, more choices, more access, and more power. But they don’t have more time. Customers want easy customer service experiences, that build…
Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service. In fact, in that time, more…
The CRM market is mature and the subsection of that market focused on sales, sales force automation (SFA), is even more mature. This market has…
Amazon just launched a preliminary cloud contact center offering, built on AWS. It offers an IVR, natural language understanding via Lex, queueing and routing and…
Customers hold the power in their relationships with businesses. Today, it's not enough for businesses to deliver products. Customers expect them to deliver outcomes and…
We’re firmly in the age of the customer, where customers – not executives – decide how customer-centric their companies are. And while good customer experiences…
If you’re in a B2B environment, you’ve undoubtedly noticed the changing behaviors of your customers in recent years. As a result, technologies have shifted their…
In today’s world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion…
We included 11 vendors in the CRM Forrester Wave™ for midsize organizations. These 11 vendors reported a total of about 200,000 midsize customers. Compared…
Over the holidays, I was a guest on the Modern Customer Podcast, a wonderful podcast hosted by Forbes’ blogger Blake Morgan. She describes…
