Forrester – 2020 Predictions

A new decade begins with great uncertainty in business, government, and society. The atmosphere is charged with energy. Sweeping changes are poised to take place. But which ones? The market teeters on the brink between possibility and reality. Change will come in staggered steps, with trends only becoming clear when several seemingly disjointed developments are […]

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The Future 100: 2020 TRENDS TO WATCH

The Future 100: Trends and Change to Watch in 2020 highlights emerging consumer behaviors with 100 trend predictions from the Innovation Group. Trends span culture, tech and innovation, travel and hospitality, brands and marketing, food and drink, beauty, retail, health, luxury and finance. Each includes an original analysis of why it matters for the organizations whose products and services we use […]

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Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Forrester’s 2020 customer service predictions report outlines how automation is going to change the contact center from the inside out. AI-fueled changes are coming, and organizations must be proactive and prepare for some major changes in how they staff, run, and manage the performance of their customer service teams. Here are some of the predictions […]

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2019 Holiday Marketing: Best Practices for Before, During and After the Shopping Season

Join us for an on-demand webinar. In this webinar we will share a variety of tips and best practices in email marketing, mobile, data management, customer experience and web content that can help ensure a successful holiday season and great experience for customers. Tips shared will be for three holiday periods: Preparing for the holidays, […]

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I am heading out to participate in two Banking industry forums next week. Banks continue to face increased scrutiny and pressure to perform at a higher level of operating effectiveness and efficiency. Even in the midst of these increasing demands, internal auditors, risk officers, and compliance officers are challenged with auditing and monitoring the Bank’s […]