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Customer Experience

Generative AI Is Everywhere, but Will Consumers Ever Fully Understand It?

Due to distrust and a lack of understanding, consumer adoption of genAI is lagging.

Achieving Trust in the Age of AI

Companies will learn that without enough precision data, mistrust of AI will persist.

Integrating CRM, AI, and the Metaverse

Futuristic-sounding customer experiences are now becoming reality.

CX Pros Will See a Year of Post-Pandemic Push-Pull

With genAI on tap, 2024 will bring plenty of customer experience opportunities (and pitfalls).

VR Training Is Replacing Traditional Sales and Customer Service Training

This new training paradigm benefits employees, customers, and the bottom line.

The 12 Major Risks of AI

Opportunities abound and optimism is warranted, but so is a degree of caution.

Spatial Computing: The Power to Transform CRM

AR/VR is already making inroads with consumers, and CRM won't be far behind.

CX Leaders Must Prepare for Exponential Efficiency

Paradigm shifts await customer experience organizations.

The Metaverse and Generative AI: Where Does CRM Fit into the Picture?

The interaction of these technologies will form the future of commerce.

Forrester's Three Drivers of the Best B2B Growth Engines

What causes B2B growth engines to break down, and what do the best growth engines look like?

Generative AI’s Use Cases Are Already Emerging

ChatGPT has lit up imaginations, but the underlying technology is more than a shiny object.

How the Metaverse Will Change Everything

Leverage the technology to help you transform, or become the next Blockbuster.

2023: A Year of Reckoning for CX Programs

CX programs that help companies restart the CX growth engine—and have the data to prove it—will thrive, despite corporate belt tightening.

What the Metaverse Can Learn from CRM and the Dotcom Bust

The metaverse has enormous potential, but successful applications won't simply happen.

Creating Customer Experiences that Endure

They need a foundation built on orchestrated systems, processes, and technologies.

How Should Metaverse Pioneers Organize Their Efforts?

Don't be late to the party or, worse, end up missing the opportunity altogether.

Prepare for the Age of the Metaverse Economy

A rundown of use cases and the steps to get you started.

You Can’t Duck the Metaverse

And you shouldn't want to: This is where your customers will go next.

Six Myths About Design, and Four Ways to Overcome Them

Too many companies are in the dark about what design is, who should be involved, and how to do it well.

Understanding the Metaverse Economy

Enterprises will be able to bring their physical and digital presences together.