Forrester's Customer Insights

MARCH 26, 2024

To meet customers in their moments, marketers must design, execute, and optimize interactions across the full range of devices, channels, and touchpoints where consumers engage with a brand. Meanwhile, the marketing landscape continues to evolve with new technologies, data deprecation, and sophisticated consumers.

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Technology Marketing Touchpoint Consumers 60

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

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Return on Investment Customer Insights Strategy Competitive Advantage 52

Forrester's Customer Insights

MAY 3, 2024

We’re excited to announce that we’ve finalized our selections for Forrester’s top emerging technologies for 2024. We’ll spotlight the top 10 emerging technologies in our main report that will publish in late June. And then we’ll release a report in July on technologies 11-20.

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Technology Report Customers 57

Forrester's Customer Insights

JUNE 3, 2024

The future of human-machine interaction (HMI) will be drastically more humanlike in six ways — creative, conversational, perceptive, embodied, physical, and personified — as a result of six emerging technologies: generative AI, language AI, adaptive AI, somatic interfaces, spatial interfaces, and virtual people, respectively.

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Technology Interaction User Experience Chatbots 41

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. It highlighted both the reliability of technology and its shortcomings. 2020 increased the stakes of everything, especially technology. High Stakes, High Consequences. See their ROI for yourself in this report.

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Customer Insights ROI Consumers Data 98

Forrester's Customer Insights

FEBRUARY 5, 2024

We’re now accepting nominations for our Technology Strategy Impact and Enterprise Architecture Awards across the NA, EMEA, and APAC regions. Learn more about the awards and how to apply in this post.

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Technology Strategy How To Innovation 53

Forrester's Customer Insights

MAY 30, 2024

A 2023 Forrester survey indicates that 63% of business and tech leaders plan to increase their investments in emerging technologies in the coming year. As Artificial Intelligence (AI) continues its ascent, captivating the global imagination and reshaping industries, the financial sector stands on the brink of transformative change.

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Technology Financial Survey Report 32

Forrester's Customer Insights

FEBRUARY 23, 2024

Backed by decades of development and fueled by billions of dollars in language models, AI infrastructure, and AI-powered applications, technology is taking a massive leap forward. The technology and language models you need to bring real advances in productivity, experience, and revenue are ready […]

Technology 59

Technology Customers 59

Eptica

FEBRUARY 12, 2020

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Customer Insights Technology Customers 79

Forrester's Customer Insights

OCTOBER 30, 2023

Dynamic changes are occurring in the technology infrastructure landscape, impacting the data center, remote work, edge environments, and connectivity. Learn more in our 2024 technology infrastructure predictions.

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Technology Connections Data Trends 56

Playvox

JANUARY 12, 2022

The macrotrends of staffing pressures , flagging loyalty, and omnichannel service are driving the demand for new solutions that help alleviate blind spots and uncover customer insights to the benefit of service teams as well as product, IT, marketing, and sales. We call it Customer AI. How to Use AI in Customer Service.

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Customer Insights Self Service Contact Center Analysis 52

CSM Magazine

JULY 21, 2023

Each conversation, email, or chat is a rich seam of qualitative and quantitative data, offering an unfiltered view of customers’ real-time reactions to products, services, and brand experiences. These insights can then be turned into action to improve both advisor and customer experiences.

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Customer Insights Social Media Groups Chatbots 52

SurveySensum

NOVEMBER 22, 2023

Keep Interactions Human 81% of high-performing customer support teams ensure their communication with customers is focused towards relationship-building. That’s why, when we say, “Keep interactions human,” what we mean is, talk to your customers with empathy! And the best part?

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Feedback Customer Insights e-support Social Media 52

Forrester's Customer Insights

SEPTEMBER 12, 2023

in security): the silos between technology and security teams. Officially, it’s not — according to numerous global technology decision-makers who we survey, cybersecurity is a top priority. […] I’m thrilled to announce our latest research into a problem as old as time (or, at least, my time — 25 years! — How big is the problem?

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Technology Survey Trends Strategy 59

Forrester's Customer Insights

DECEMBER 20, 2023

This blog provides a 2023 year in review of the sales technology market, along with a view on how it will impact 2024.

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Sales Technology Marketing 59

Forrester's Customer Insights

SEPTEMBER 11, 2023

Technology Alignment: The Key To Powering Customer-Obsessed Growth You’ve likely suspected it and maybe have even said it out loud: Aligning technology with customer objectives can ignite significant growth. The data backs this up decisively.

Technology 56

Technology Innovation Study Data 56

Blake Morgan

APRIL 25, 2023

Leaders know the importance of data and see it first-hand by talking to employees about what is and isn’t working and the tools they need to deliver a great customer experience. Technology plays a large role in expanding insights. For regular updates on customer experience, sign up for her weekly newsletter here.

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Leadership Metrics Customer Insights Feedback 52

Talkdesk

JUNE 22, 2020

The survey was conducted in April 2020 and received almost 100 responses from customer experience leaders and practitioners. The top three operating respondents are from industries like Technology, Financial Services and Services & Delivery.

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Customer Insights Travel Hospitality Policies 62

Forrester's Customer Insights

FEBRUARY 12, 2024

We recently published the Forrester Tech Tide: Enterprise Localization Technologies, Q1 2024, to help leaders in revenue operations, marketing, product, digital, content, and customer experience shape their firm’s investment approach. Do you sell into multilingual markets, nationally or internationally? Do you want to grow?

Technology 41

Technology Marketing Customer Experience Customers 41

CSM Magazine

DECEMBER 21, 2021

In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions. The technology tug-of-war. Just as customer expectations reflect a stark contrast of needs and wants, there are conflicting views about how technology supports agents in the contact centre.

Technology 59

Technology Self Service Average Handle Time Analytics 59

CX Centric

JANUARY 4, 2021

With the rise of Fintech technology and services, this environment is getting more and more competitive. Customers appreciate and expect innovation, and failing to compete in this area results in loss of business. 1) Simple reports: Top 3 customer insights for the week per channel Information is key.

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Financial Technology Banking Customer Centricity 98

Optimove

OCTOBER 13, 2018

What is Customer Insight Marketing? Customer insight refers to having a deep understanding of your customers, their behaviors, their preferences and even their needs. Customer Insight Marketing Analysis, Strategy and Tools. You need to have the right customer insight tools at your disposal.

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Customer Insights Marketing Retail Fashion 40

Forrester's Customer Insights

SEPTEMBER 28, 2023

One aspect that often flies under the radar is marketing technology. In a world increasingly focused on environmental sustainability, it’s no surprise that every aspect of business is being scrutinized for its impact on the planet.

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Technology Marketing Resources B2B 56

Forrester's Customer Insights

OCTOBER 4, 2023

And today, technology is a powerful driver of growth — if the organization fully harnesses its technology assets and operations. Earlier this year, we found that CIOs and the technology organization play a critical […]

Technology 54

Technology Survey Innovation Customers 54

Forrester's Customer Insights

SEPTEMBER 11, 2023

As a quick refresher, technology organizations fall into one of three categories in their technology strategy: traditional tech, modern tech, and future fit tech. Modern and future fit technology organizations transform technology […]

Technology 51

Technology Strategy 51

Forrester's Customer Insights

MAY 12, 2023

Learn the best practices for how you can build a future fit technology strategy in each of platforms, practices, partners, and people.

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Technology Strategy Innovation 47

Forrester's Customer Insights

APRIL 18, 2022

Responsible and ethical tech practices start with the premise that technology is not neutral—and that represents a significant shift in thinking in the tech industry.

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Technology Industry Government Data 44

Forrester's Customer Insights

MAY 15, 2024

The Forrester Technology Strategy Impact Award is a prestigious recognition in the IT industry, celebrating the achievements of organizations that have made significant strides in aligning their technology strategies with their business goals.

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Technology Strategy Company Innovation 32

Forrester's Customer Insights

AUGUST 22, 2023

Learn how the technology strategy award winner and finalists drive customer-obsessed transformation with their technology strategies.

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Technology Strategy Innovation Customers 49

Forrester's Customer Insights

SEPTEMBER 25, 2023

What to look for in revenue technology when evaluating platforms as part of adopting an opportunity-based waterfall.

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Technology B2B Marketing 54

Forrester's Customer Insights

DECEMBER 19, 2022

(Part two of a two-part series) In part one of this series, Account-Based Selling Technologies: What You Need To Know, Anne Slough defined account-based selling (ABS) technologies and the business value that users can expect from these solutions.

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Technology Sales Strategy 43

Forrester's Customer Insights

JUNE 14, 2021

These technologies helped startups become multibillion-dollar enterprises and led to an AI revival. Social, mobile, big data and cloud are mainstream. What is next? Today, however, only about ¼ of efforts gets past pilot phase with AI. Is implementing AI in production going to trigger new waves of change?

Technology 72

Technology How To Data Innovation 72

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

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Customer Insights Strategy Multi-Channel Social Media 56

Forrester's Customer Insights

SEPTEMBER 20, 2023

Congratulations to the winner and three finalists for Forrester’s Technology Strategy Impact Awards for the APAC region.

Technology 54

Technology Strategy Innovation Customers 54

Centercode

JANUARY 8, 2021

We’ve often described modern technology as highly sophisticated, highly connected, and continuously iterative. It highlighted both the reliability of technology and its shortcomings. The rapid-fire changes of 2020 didn’t change that — in fact, it brought those qualities into sharper relief.

Customer Insights 52

Customer Insights Technology Connections Customers 52

Forrester's Customer Insights

APRIL 1, 2021

The nature, design, and performance of managed organizations is evolving to accommodate drastic advancements in technology. To put this into context, technology investment has increased. However, productivity has declined from these investments over […].

Technology 65

Technology Interaction Management Innovation 65