Forrester
Member Since: 24th Jul 2015
Blogger
Independent research and advisory firm Forrester
24th Mar 2020
As we all navigate the fluidity and uncertainty of COVID-19, Forrester is using our multimodal data to keep our finger on the pulse of...
Blog
18th Mar 2020
The adage says that character is what you do when no one’s watching. But as the internet’s gargantuan reach brings radical transparency to...
Blog
16th Mar 2020
Agencies’ pivotal role in the services marketplace means they too will feel the effects of the coronavirus pandemic. Last week, SXSW...
Blog
10th Mar 2020
The coronavirus (COVID-19) has undoubtedly cast a long shadow over the media, business, and consumer conversation. The story is not only...
Blog
6th Mar 2020
RPA (robotic process automation) is a tactical, short-term fix to digitize common, reproducible agent tasks in the contact center. It’s an...
Blog
27th Feb 2020
The importance of logos, visuals, pictures, and videos is nothing new to advertising and marketing. However, the dramatic explosion in the...
Blog
18th Feb 2020
Customer experience (CX) is still king in 2020. Modern customer relationship management (CRM) must be used as a foundational technology for...
Blog
13th Feb 2020
CIOs: Want to raise up your citizens’ feelings and engagement with your government agency? And deepen your employee loyalty? Sadly,...
Blog
12th Feb 2020
Although flowers and chocolates won’t be enough to embrace customer experience (CX), prioritizing CX has never been more important in order...
Blog
3rd Feb 2020
In my last two posts, I shared seven of the 10 predictions I see coming for the channel in 2020. See below the last three of what I think...
Blog