Inspire your frontline workers and elevate your employee experience 

The more you empower these workers with technology to help them stay engaged across your organization, while also enabling them to better serve your customers or complete specific jobs, the bigger the impact they are likely to have on your business and organizational goals. Our recent Work Trend Index Special Report, “Technology Can Help Unlock Read more

The four new marketing superpowers to master now 

Marketing leaders today have the power to understand and shape the customer journey in a way that was unimaginable only a few years ago. A customer experience that is more holistic than ever before is now possible. Cloud-based tools, applied wisely, have helped the marketing function move beyond product promotion to being a central strategy Read more

How financial advisors can build better client relationships on social media 

Financial advisors know all about the value of developing relationships with prospects and clients. Whether you’re providing banking services, investment vehicles, or insurance products, you know that the number one way to get business is through personal connections and referrals. You rely on word of mouth and warm introductions to help you win people’s trust. Read more

Contact centers: Intelligent bots can increase average handle time 

All things being equal, reducing average handle time (AHT) in contact centers is a good thing. Any content center manager will tell you how critical this metric is. It is easy to understand why that is the case. While working with a customer, I determined that every second in AHT reduction was worth about $6 Read more

Empowering business leaders to make good decisions with data and analytics 

As technology becomes more accessible to non-technicians, business leaders are taking more control over the tools and processes that affect their functional area. Whatever the business outcomes they’re striving for, these leaders can make use of progressive customer-facing applications and good data to create actionable insights that support their needs. In December 2020, Forrester Consulting conducted a Read more

Delivering differentiated client experiences in asset and wealth management 

The asset and wealth management industry continues to experience a lot of consolidation with deals such as Morgan Stanley/E*Trade/Eaton Vance, Schwab/TD Ameritrade, and Franklin Templeton/Legg Mason. Scale is becoming an important competitive advantage in this winner-takes-all environment. Leaders in sales and marketing at these firms are pressured from all sides to be more relevant and Read more

End-user computing: A problem everyone has but nobody wants to own 

You may have recently noticed a number of high-profile articles around governance and risk issues with banks. In talking to my large global enterprise customers in financial services, I am hearing more and more about regulators and internal risk teams requiring mitigation of risks related to data quality, data integrity, and lack of robust controls Read more