Insurance Leaders: Review Your Marketing And CX Budgets In The Wake Of COVID-19
Consider Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all...
View ArticleSopra Steria Plans To Acquire Fidor Solutions To Push Its Digital Banking...
Earlier today, Sopra Steria announced its plans to acquire Fidor Solutions via its subsidiary Sopra Banking Software. Fidor Solutions is the technology subsidiary of Fidor Bank, a fintech that became...
View ArticleThe Six Components Of Effective Sales Compensation Plans
Here we offer the six components of our compensation model, along with an overview of what is needed to ensure each is operating at the highest possible level.
View ArticleLearn From 2020 To Create Your Anywhere-Work Strategy
2020’s Remote Work Is The Exception No Business Wanted The sudden arrival of the COVID-19 pandemic has thrust every organization into a patchwork of unplanned workforce responses. Companies have had to...
View Article2021 B2C Marketing Priorities In Europe
How should European B2C marketing leaders prepare for 2021? Read our concise recommendations for B2C marketing success in the coming year.
View ArticleEuropean Customer Experience Index, 2020: How Banks And Insurers Can Connect...
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
View Article2020 US Online Holiday Sales — Online Holiday Sales Will Reach Historic...
US online holiday sales in 2020 will total a historic $173 billion as pandemic conditions lead more consumers to shop primarily or exclusively online. Learn more.
View ArticleIntroducing The Forrester Wave™: Graph Data Platforms, Q4 2020
We recently published “The Forrester Wave™: Graph Data Platforms, Q4 2020” evaluation to help organizations make the appropriate decision when choosing a vendor. Although Forrester has been covering...
View ArticleRating The Top 10 Digital Business Transformation Firms
Every year, more firms reach out to me to explain how they’re delivering their own brand of “digital transformation” to clients. When last I checked, I’m tracking over 170 vendors. Needless to say,...
View ArticleBots Kept Jeff From Buying A PS5, And Sandy Had To Hear About It
It’s not that I’m not a gamer. I enjoy board games and card games: Trivial Pursuit, Settlers Of Catan, SET, Hive. I’m up to level 3056 in Two Dots. As a kid, I played Super Mario Land on my brother’s...
View Article2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第一篇
随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第一部分，将简要概述优质的客户服务价值以及需要关注的三大客户服务趋势。点击阅读更多了解具体内容。
View Article2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第二篇
随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第二部分，将为读者介绍2020年客户服务的第一个趋势：客服中心将不再是扩展客户服务规模的关键，而...
View Article2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第三篇
随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的第三部分，将为读者介绍2020年客户服务的第二个趋势：升级客服桌面以应对复杂问题。点击阅读更多了...
View Article2020年客户服务三大趋势：将AI融合到客服中心工作中驱动更好客户体验 ——第四篇
随着自动化和AI技术不断融入到客户服务运营，企业从中获得了回报。企业运营变得更加高效，为客户提供与众不同体验的同时，增加了新的收入来源并重塑了商业模式。自动化和人工智能也改变了劳动力：客服中心的工作更快捷、更智能，也让客户更满意。该报告揭示了2020年客户服务领导者必须关注的三大客户服务趋势。该篇为报告的最后一节第四部分，将为读者介绍2020年客户服务的第三个趋势：随着人工智能的应用，客服人员的配置...
View ArticleYou Can Quantify The ROI Of SEO
SEO Has Been Misunderstood For A Long Time I had a computer class in high school, and every day that we walked into the classroom, our teacher expected us to take part in a daily routine: Sit down at...
View ArticleFour Tips For Better Product Portfolio Management
Product portfolio management is a major responsibility for product management leaders, but it’s often approached in a disjointed, ad hoc manner that can cause confusion for teams, customers, and buyers.
View ArticlePlayStation 5 Launch Sends The UK Digital Customer Experience Back In Time
2020 leaves another sting in its tail for UK retailers today, among them Currys PC World, John Lewis, and Very.com (even Amazon had some trouble). After navigating the unexpected (and unprecedented)...
View ArticleAmazon Launches Pharmacy Offering, Furthering Its Strategy To Make Healthcare...
The Amazon Effect Comes Full Swing To Prescription Services Amazon Pharmacy, the company’s much-anticipated online prescription fulfillment service (built from its acquisition of PillPack two years...
View ArticleIt Is A Privilege To Announce The Forrester Wave™: Privileged Identity...
Bad puns in the title of this blog post aside (queue the rolling of the eyes, sigh, and slight smirk), we are pleased to announce that “The Forrester Wave™: Privileged Identity Management (PIM), Q4...
View ArticleGet Ready For The Subscription Business
Subscriptions link the value propositions of customer usage to outcomes. To achieve this business model, traditional product companies need to reinvent innovation cycles, product development...
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