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Top Customer Service Trends For 2018
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of established technology, data, and operations…
customer relationship management (CRM)
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SAP Acquires Callidus Software For $2.4 Billion
The definition of CRM has changed. Yes, that is a big statement to make, but it’s an important one. CRM grew from a customer data…
January 30, 2018 | John Bruno
Top Trends That Shape CRM In 2018
Modern CRM is about better serving and supporting customers during their journey. It empowers companies to form an emotional bond with their customers by looking out…
January 24, 2018 | Kate Leggett
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Retail
The Data Digest: The Holiday Email Invasion, No Personal Touch At the Holidays? How Cold!
Last week was a massive week for marketers. Black Friday 2017 hit record numbers: Not only did shoppers start early, they began clicking at…
December 7, 2017 | Chris Collins
Intelligence Makes Customer Service Operations Smarter, More Strategic
In the age of the customer, consumers have more information, more choices, more access, and more power. But they don’t have more time. That’s why…
November 30, 2017 | Kate Leggett
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AI-Fueled Customer Service Delivers Real Results
AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer…
August 23, 2017 | Kate Leggett
Takeaways From The Forrester Wave For Customer Service Solutions For Enterprise Organizations, Q2 2017
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…
June 30, 2017 | Kate Leggett
Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market
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…
June 29, 2017 | Ian Jacobs
The Forrester Sales Force Automation Wave Marks A New Era In Sales Technology
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…
June 27, 2017 | John Bruno
Amazon Connect – The Elephant In The Room In The Customer Service Space
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…