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Consumers today live in an omnichannel world. They expect to be able to engage with businesses through the channel of their choice at any time and receive a consistent experience across channels....

Capturing customers’ expectations, aversions, and preferences—i.e. listening to the voice of the customer (VOC)—is table stakes for most organizations today. It has proven to help...

Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Whether riding a bike, acing...

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

The belief that chatbots can serve customers faster and more cost effectively than humans has fueled immense interest from businesses of all sizes. However, many companies are taking the wrong...

These days, even if a customer care associate fails to notice that a caller is frustrated—the software analyzing the call doesn’t. As automated solutions like IVR and chatbots answer...

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Many customer...

Artificial intelligence is expanding across the customer experience world. Brands are looking for ways to cut costs while minimizing negative impact on customers. And one of the most significant...

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...