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Predictions 2019: This Is The Year To Invest In Humans, As Backlash Against Chatbots And AI Begins

Tom Kaneshige November 8, 2018

For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a different story for customer service and sales. In a Forrester survey, 46% of companies said sales and marketing are leading the investment in and adoption of […]

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What Brought Me Back To Forrester: Our Market-Leading Engagement Around Emerging Technologies

James Staten April 30, 2018

It is such a pleasure to be back at Forrester, especially now when our firm is actively embracing and helping you, our customers, leverage new technologies to innovate and differentiate your business. After three years leading technology strategy and market development for Microsoft Azure and Equinix, what brought me back were three things: The value […]

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Retailers Without Chat: A Missed Opportunity

Kate Leggett March 27, 2018

Chatting, by definition, is meaningless, trivial talk – but web “chatting” is anything but; it is starting to transform digital customer experiences. And it works. Customers want to use chat. Forty-five percent have used it to interact with a live agent in 2017. The companies that get it are moving towards a holistic chat strategy […]

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Your Customers Don't Want To Call You For Support

Kate Leggett March 4, 2016

Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to […]

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Customer Service Channel Usage Highlights The Importance Of Good Self-Service

Kate Leggett January 22, 2015

Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service over all communication channels is trending upwards. Moreover, customers have little appetite for long or difficult service interactions, including navigating […]

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Communication Channel Preferences For Customer Service Are Rapidly Changing. Do You Know What Your Customers Need?

Kate Leggett March 15, 2013

Consumers’ preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers — there’s disruption and change across all ages and  demographics. Our 2013 data about communication channels that customers use for customer service is available in my latest report. Here are some key data points: Customers want companies to […]

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Inject A Human Touch Into Digital Banking

Forrester May 29, 2012

With the evolution of digital touchpoints, banks have mastered right channeling to drive customers to lower cost digital channels for self-service.  As customer adoption of digital channels is in full force and customers are calling and visiting branches less, banks are looking for innovative ways to inject a human touch into their digital channels.  Specifically, […]

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