Europe Predictions 2021: Manufacturers Will Accelerate Their Digital...
In 2021, European manufacturers will leverage emerging technology to accelerate the digital transformation efforts.
View ArticleEurope Predictions 2021: Digital Leaders Widen The Customer Experience...
In 2020, for the first time in more than five years, we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (CX Index™), which measures how successfully a...
View ArticleEurope Predictions 2021: Disruption And Opportunity For Technology Leaders
Every autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year. It’s that time again now. The art of prediction isn’t new, and as Europeans, we’ve excelled in...
View ArticleEurope Predictions 2021: Marketers Must Craft Experiences To Retain...
Every autumn, Forrester looks ahead to predict the major consumer, business, and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented...
View ArticlePredictions 2021: Strong CMOs Will Own Their Companies’ Regrowth
In 2021, we expect to see an obvious separation of CMOs who are leaders -- those who recognize that 2020 launched a new chapter for the way commerce works, from CMOs who are outdated -- those content...
View ArticlePredictions 2021: Technology And Customer Obsession Help Firms Emerge From...
It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help...
View ArticleThe Smaller, Smarter Future Of Agencies
The future of the “agency” is being shaped by technology. The belief that artificial intelligence and machines will displace human labor is pervasive across many industries. For agencies, embracing...
View ArticlePredictions 2021: Winning CIOs Get Future Fit
In 2021, we predict CIOs will act more locally when it comes to tech selection and develop better employee experiences. Learn more in our 2021 CIO predictions.
View ArticleThe Promise (And Perils) Of Customer-Focused Government Technology...
Technology transformation is a fundamental lever to change the working of government overall.
View ArticlePredictions 2021: Divided Consumers Will Wrestle With Escalating Individual,...
Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.
View ArticleEurope Predictions 2021: Protecting Personal Data Remains A Priority In The EU
After an unpredictable 2020, next year will still be a year of uncertainty and change. Despite this uncertainty, Europe will maintain a clear commitment to data protection. As communities, consumers,...
View ArticlePredictions 2021: Cloud Computing Powers Pandemic Recovery
Get a deep-dive on Forrester's prediction that cloud computing will help companies around the world accelerate pandemic recovery in 2021.
View Article改善客户体验的五个步骤 – 第四篇
公司依靠员工提供高质量的客户体验（CX）；员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。但这实践起来非常有挑战，因为公司需要进行组织、管理和技术上的一系列变革。这篇报告分析了CX专业人士如何制定相应的一套流程，赋能员工，帮助他们提供符合公司预期的客户体验。该篇为报告系列的第四篇最后一篇，点击“阅读更多”了解具体内容。
View ArticleRPA 成功的十大黄金法则 (Part 4)
机器人流程自动化（RPA）促进了企业的自动化。但是，并非每个企业都能成功地实现稳定的、规模化的自动化。RPA也带来了一些隐患和陷阱。本报告帮助应用程序开发和交付（AD&D）专业人员确定RPA的重要考量因素，并提出10条成功的“黄金法则”。点击阅读更多。
View ArticlePredictions 2021: Digital Goes Mainstream As The New Normal Sets In For...
The forced digital transformation of 2020 was just the beginning for the healthcare industry. In 2021, transformation — and not just digital — will continue on a grander scale.
View ArticleExplore Real-Time Interaction Management Solution Options With The Latest...
My colleague Joe Stanhope and I have previously written about “The Future Of Enterprise Marketing Technology” and how it hinges on marketing alignment with customer experience (CX) strategies. To be...
View ArticlePredictions 2021: Retailers, Brand Manufacturers, And Mall Operators
In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead....
View ArticlePredictions 2021: Customer Insights Practices Continue To Evolve
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Something new and...
View ArticleFour Critical Planning Considerations For Sales Enablement Leaders In 2021
Sales enablement leaders should be prepared to optimize and expand the all-virtual environment in 2021. Annual planning — for resources, personnel, and programs — will be particularly difficult as...
View ArticleExtend The Life Of Your Chatbots By Looking Beyond The Holiday Season
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and...
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