US Consumers Are Ready to Chat

Consumers in the US are increasingly comfortable using conversational interfaces – including chat and messaging – to get information, communicate with brands, and even make purchases. Most consumer brands reviewed by Forrester offer conversational i…

Contact Center: Buyers Guide

Before we began writing, we polled previous buyers, studied other guides, and thought long and hard about what would make this an ongoing companion as opposed to just a one-off read. We ended up using the sequence of your likely purchasing journey to o…