Forrester's Customer Insights

MARCH 10, 2021

This is steadily changing distribution patterns within the industry towards embedded finance – a world of connectivity, financial services meeting the needs of customers in the moment, in cars, in virtual agents, in shopping apps, in online marketplaces. If you are asking […].

Virtual Agent 48

Virtual Agent Financial Connections Technology 48

Forrester's Customer Insights

OCTOBER 7, 2024

Previously, the conversational AI tools used to create chatbots and Intelligent Virtual Agents […] As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT 3.5,

Virtual Agent 29

Virtual Agent Technology Measurement Customer Experience Management 29

Forrester's Customer Insights

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 71

Banking 2030 2025 Retail 71

Forrester's Customer Insights

JULY 30, 2020

By 2030, banking will be invisible, connected, insights-driven, and purposeful. Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade.

Banking 50

Banking Connections 2030 Insights 50

Forrester's Customer Insights

SEPTEMBER 18, 2020

Customer service in particular has been under enormous pressure and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests.

Financial 72

Financial Banking Measurement Customer Service 72

Forrester's Customer Insights

AUGUST 21, 2019

By Will White and Ian Jacobs Chatbots — And Why They Can’t Read Your Mind Chatbots are cropping up everywhere, from customer service to internal help desks, but what makes them tick? When we interact with chatbots, we’re often coming in from the end-user side and confronting a chatbot window. When we ask a question, […].

Interaction 49

Interaction Customer Service Virtual Agent Customers 49

Forrester's Customer Insights

NOVEMBER 14, 2023

Creating an effective chatbot is hard. To get it right, you need to master conversation design, a new discipline for creating experiences that are based on conversational AI, and you need to know where and when to use new technologies like generative AI.

Technology 59

Technology Virtual Agent User Experience Innovation 59

Forrester's Customer Insights

DECEMBER 2, 2020

Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.

Insights 37

Insights Omnichannel Technology Virtual Agent 37

Forrester's Customer Insights

MAY 24, 2022

Across industries and audience demographics, conversational interfaces and the interactions they support are becoming embedded in the B2B digital experience as buyers and customers continue to show preference for self-guided interactions at each stage of their journeys.

B2B 49

B2B Marketing Interaction Engagement 49

Forrester's Customer Insights

MAY 29, 2024

Introducing the digital double: a consumer-owned, algorithmically driven AI agent. You soon may be able to build an algorithm that makes algorithms work for you.

Consumers 34

Consumers Virtual Agent B2C Technology 34

Forrester's Customer Insights

OCTOBER 11, 2019

Emerging technologies such as robotic process automation (RPA), virtual agents, and machine learning — these are those invisible robots described in the recently published Forrester book, Invisible Robots in the Quiet of the Night: How AI and Automation Will Restructure the Workforce.

Virtual Agent 8

Virtual Agent Books Technology Customers 8

Forrester's Customer Insights

AUGUST 11, 2023

B2B marketing organizations leverage conversation automation solutions (CAS) to better understand and enable buyers, customers, and internal teams by integrating signal-responsive conversations into existing workflows, tactics, and content experiences that span the full customer lifecycle.

B2B 26

B2B Marketing Technology Virtual Agent 26

Forrester's Customer Insights

NOVEMBER 9, 2021

To create an effective chatbot you need to master conversation design, a new discipline for experiences based on conversational AI.

Virtual Agent 26

Virtual Agent User Experience Management Customer Experience 26

Forrester's Customer Insights

FEBRUARY 27, 2025

The urgency of telling your story as a data or technology leader within the current corporate landscape cannot be overstated. As we navigate these turbulent times, the ability to articulate your professional identity clearly and compellingly has emerged as a critical lifeline.

Technology 29

Technology Virtual Agent Government Information 29

Gainsight

FEBRUARY 13, 2023

Data Builds the Certainty to Innovate In challenging macroeconomic times, if you want to innovate at speed, you have to get certainty where you can, and where we can get certainty is through customer insights. In fact, in times like these, it’s imperative that we’re laser-focused on those customer insights.

Customer Insights 52

Customer Insights Insights Innovation Customer Success 52

Forrester's Customer Insights

FEBRUARY 3, 2025

Couldnt make the recent webinar covering our 2025 technology and security predictions? Check out the webinar replay and read our analysts responses to some of the most pressing attendee questions about the year ahead.

Technology 47

Technology 2025 Webinar Virtual Agent 47

Forrester's Customer Insights

JUNE 12, 2024

What A Difference A Year Makes It has been more than a year since I first wrote about GenAI-powered agents. At the time I wrote the blog, I cautioned leaders to pay attention to the ways in which GenAI will alter customer behavior, rather than solely focusing on what GenAI can do for the productivity […]

Blog 37

Blog Virtual Agent Customers 37

Forrester's Customer Insights

SEPTEMBER 12, 2024

Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.

Banking 36

Banking 2024 Insights Virtual Agent 36

Forrester's Customer Insights

JULY 8, 2024

I’m planning a family ski trip to Hokkaido, Japan. It’s going to be great, but it’s also going to involve quite a bit of planning. Two decades ago I would have gone to the library and taken out a travel guide. Two years ago I would have used a search engine to find a few […]

Travel 36

Travel Virtual Agent Sales B2B 36

Forrester's Customer Insights

OCTOBER 5, 2022

New Principal Analyst joins Forrester in the areas of financial service, focusing on insurance and data, AI, and ML.

Insurance 5

Insurance Financial Virtual Agent Information 5

InteractionMetrics

MARCH 20, 2025

Five9 Intelligent Cloud Contact Center Five9 merges AI, omnichannel customer engagement, and analytics to unify every customer touchpoint. Tailored for regulated sectors, it offers HIPAA/GDPR-compliant workflows, financial services-grade security, and industry-specific editions (healthcare, retail) with pre-built CRM integrations.

2025 52

2025 Multi-Channel Contact Center Social Media 52

Forrester's Customer Insights

NOVEMBER 8, 2019

Forrester clients may not be familiar with Samsung’s intelligent agent Bixby, but it’s primed to put other better-known agents such as […]. (With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California.

Virtual Agent 20

Virtual Agent Technology Customers 20

Forrester's Customer Insights

APRIL 16, 2025

Atlassian has launched a sweeping upgrade to its platformand the message is crystal clear: AI isn’t just a feature; it’s the foundation. If you’re working in tech, managing teams, or even just part of a business using Jira or Confluence, this isn’t a subtle shift. It’s a tectonic one.

Management 34

Management Virtual Agent Insights 34

Forrester's Customer Insights

APRIL 10, 2025

Announcing the Future of Commerce (US): Distributed and Dynamic Commerce Strategies Pave the Way to Intelligent Commerce. The cost of doing business is now a moving target, adding more complexity in an already challenging business environment.

Touchpoint 26

Touchpoint Consumers Virtual Agent Social Media 26