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Other vendors to consider for modern analytics and BI

While doing research for the 2018 Magic Quadrant for analytics and BI platforms, Gartner identified 33…

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Four best practices for implementing extreme customer self service Article

Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations in terms of preferred engagement…

Quantifying the business impact of customer service in Australia White Paper

Quantifying the business impact of customer service in Australia

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional…

Forrester: Engagement Costs Continue To Rise Even With Digital Article

Forrester: Engagement Costs Continue To Rise Even With Digital

Facebook, Snapchat, Instagram, Messenger, LinkedIn, WhatsApp, WeChat—we have a seemingly ceaseless number of ways to communicate.…

Forrester’s 2017 Customer Service Trends White Paper

Forrester’s 2017 Customer Service Trends

Exceptional customer experiences have become the norm—these days customers expect seamless, helpful, and deeply personal service.…

Forrester – 2016 eCommerce Predictions Article

Forrester – 2016 eCommerce Predictions

The key eCommerce trends of 2016 present a now-or-never scenario to retailers. Either respond effectively to…

Forrester’s Predictions 2016: The eCommerce Gap Widens Article

Forrester’s Predictions 2016: The eCommerce Gap Widens

As anyone who’s ever developed or marketed a website knows, the Internet can be both a…

Forrester’s Top 10 Customer Service Trends for 2016 Article

Forrester’s Top 10 Customer Service Trends for 2016

In this January 2016 report from Forrester Research, Inc., analyst Kate Leggett states, “In the age…

Industry Trends Webinar: The Future of Customer Service Article

Industry Trends Webinar: The Future of Customer Service

We believe that a look at the top ten customer service trends released by Forrester Research…