Tony Lorentzen
If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan. It offered timely, expert advice on how brands can tool up their contact centers to manage remote agents and adapt their customer service strategies to new consumer behavior. Now we’re a year […]
Over the last few years, we’ve witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud. Doing so enables enterprises to quickly increase agility, reduce costs, and focus on serving customers instead […]
In recent years, chatbots and conversational AI-powered virtual assistants have become a staple of service in almost every industry and sector. But some are much more beloved—by the brands that have created them, and the customers that use them—than others. Whether you’re designing a new chatbot and you want to hit the ground running, or […]
In all its various forms, the PayTV industry is certainly booming; there are countless paid streaming services, premium channels, and paid content options available for viewers to choose from. And after a year in which many of us spent more time in our homes and front of our screens than we expected to, viewership has […]
We have had the privilege – for several years now – of working alongside our customers in the financial services sector, innovating and implementing AI-powered solutions that can transform the way we work, connect, and interact with each other. Through these partnerships, we honor our customers by listening to what they have to say, what […]
“Now more than ever” is a phrase you’ll hear often when organizations and experts discuss the importance of things like customer experience, connected service, and seamless digital interactions. But the past year has made it very clear that digital experiences are now much more important for serving customers effectively. Our recent Future Forward: CX and […]
Grocery retailers faced a seismic shift in 2020 and consumers quickly adapted to the new ways to shop and engage with their grocery store. Forrester Research describes how the pivot to grocery digital self-service options is the key to business growth, customer retention and acquisition in 2021 and beyond. Nuance is aligned with this guidance […]
When telcos talk about 5G, they usually focus on the obvious benefit to consumers: lightning-fast speeds. But for those of us in the business of customer engagement, 5G is about so much more than quick downloads and stable connections. With the ultra-low latency of its new network architecture, 5G is set to transform customer experiences […]
Hope was in the air as the first trucks loaded with COVID vaccines pulled out of production plants in Michigan and began delivering supplies to pharmacies and healthcare facilities nationwide. It was an important milestone in Operation Warp Speed’s successful public-private collaboration to bring a desperately needed vaccine to market quickly. It also marked the […]
Consumers around the world continue to move their shopping budgets online, with recent analysis of U.S. Department of Commerce data revealing that e-commerce transactions in the second quarter of 2020 accounted for about 16% of all retail transactions, up about 45% over the same period in 2019. And as McKinsey has written, “in-person interaction has […]
Sending a message to a friend or family member is second nature. It’s quick, and above all, it’s extremely convenient. That convenience is something every customer-centric organization would love to bring to its support and service interactions. Most brands have been quick to embrace platforms like WhatsApp and Facebook Messenger—not to mention in-app messaging and […]
Consumers want choice. Contact Centers are the front-door to those choices. When thought of as virtual engagement centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS […]
