Europe Predictions 2021: Protecting Personal Data Remains A Priority In The EU
After an unpredictable 2020, next year will still be a year of uncertainty and change. Despite this uncertainty, Europe will maintain a clear commitment to data protection. As communities, consumers,...
View ArticlePredictions 2021: Cloud Computing Powers Pandemic Recovery
Get a deep-dive on Forrester's prediction that cloud computing will help companies around the world accelerate pandemic recovery in 2021.
View Article改善客户体验的五个步骤 – 第四篇
公司依靠员工提供高质量的客户体验（CX）；员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。但这实践起来非常有挑战，因为公司需要进行组织、管理和技术上的一系列变革。这篇报告分析了CX专业人士如何制定相应的一套流程，赋能员工，帮助他们提供符合公司预期的客户体验。该篇为报告系列的第四篇最后一篇，点击“阅读更多”了解具体内容。
View ArticleRPA 成功的十大黄金法则 (Part 4)
机器人流程自动化（RPA）促进了企业的自动化。但是，并非每个企业都能成功地实现稳定的、规模化的自动化。RPA也带来了一些隐患和陷阱。本报告帮助应用程序开发和交付（AD&D）专业人员确定RPA的重要考量因素，并提出10条成功的“黄金法则”。点击阅读更多。
View ArticlePredictions 2021: Digital Goes Mainstream As The New Normal Sets In For...
The forced digital transformation of 2020 was just the beginning for the healthcare industry. In 2021, transformation — and not just digital — will continue on a grander scale.
View ArticleExplore Real-Time Interaction Management Solution Options With The Latest...
My colleague Joe Stanhope and I have previously written about “The Future Of Enterprise Marketing Technology” and how it hinges on marketing alignment with customer experience (CX) strategies. To be...
View ArticlePredictions 2021: Retailers, Brand Manufacturers, And Mall Operators
In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead....
View ArticlePredictions 2021: Customer Insights Practices Continue To Evolve
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Something new and...
View ArticleFour Critical Planning Considerations For Sales Enablement Leaders In 2021
Sales enablement leaders should be prepared to optimize and expand the all-virtual environment in 2021. Annual planning — for resources, personnel, and programs — will be particularly difficult as...
View ArticleExtend The Life Of Your Chatbots By Looking Beyond The Holiday Season
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and...
View ArticlePredictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer...
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic....
View ArticlePredictions 2021: Banks Will Need To Get To Know Their Customers (Again)
The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.
View ArticlePredictions 2021: Wealth Management Firms Embrace Digital To Thrive
The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but will move beyond them.
View ArticleSupporting Healthcare With IoT: Philips
My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices...
View ArticleAdobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility
This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating...
View ArticleTake A Chance On Your Holiday Podcasts
Marketers are itching to get close to consumers in time for a holiday spending surge. This season, we think marketers should take the opportunity to be bold (at work) with their podcasting efforts. We...
View ArticlePredictions 2021: The Time Is Now For AI To Shine
In 2021, business and IT leaders will be forced to tackle some long-lingering AI challenges head on to successfully emerge from the pandemic. Read Forrester's AI predictions to learn more.
View ArticleSegment And Benchmark Your Journeys To Drive Emotional Engagement
We know customer journeys matter. We know emotion matters. But do we know what “good” looks like when it comes to customer journeys? Do we know how to design for emotion? Well, the two are inextricably...
View ArticleHow To Measure Value For Customers
Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure...
View ArticleThe Time To Embrace Business Ethics Is Now
In the midst of a pandemic, when the global economy is shrinking and society is arguably more divided than ever, this is the time to embrace ethics. If you are wondering why, join me for my keynote...
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