2. Ian Jacobs, Senior Analyst
WEBINAR Use The Forrester Wave™ To Select The Ideal Customer Service Solution
Ian Jacobs, Senior Analyst
March 23, Call in at 12:55 p.m. Eastern time

4. Agenda
Customer service and support: the heart of your customer obsession strategy
The vendor landscape
How to use the Forrester Wave
The results

5. Agenda
Customer service and support: the heart of your customer obsession strategy
The vendor landscape
How to use the Forrester Wave
The results

6. The world’s going digital
New channels:
Xbox support on reddit
Notifications as a channel
China Southern Airlines on WeChat
Hello.de on Whatsapp
Hyatt on FB messenger
In-game support
And need I mention the Apple Watch?

7. Our world is moving to a subscription economy

8. Everything can be part of the subscription economy
Image source: Amazon (

9. Everything can be part of the subscription economy

10. And because of this, relationships are becoming more important
Product focused
Relationship focused

11. 55% will abandon online purchases if they can’t find a quick answer.
Customers expect effortless service
55% will abandon online purchases if they can’t find a quick answer.
For 77%, valuing
their time is the most important thing a company can do to provide good service.
Source: “Channel Management: Core To Your Customer Service Strategy” Forrester report

12. Good customer experiences are good for business
Retention
loyalty
Enrichment
loyalty
Advocacy
loyalty
The likelihood that a customer will keep existing business with the company.
The likelihood that a customer will buy additional products and services from the company.
The likelihood that a customer will recommend the company to others.
Source: “What Drives A Profitable Customer Experience” Forrester report

13. Agenda
Customer service and support: the heart of your customer obsession strategy
The vendor landscape
How to use the Forrester Wave
The results

14. Vendor landscape: view 1
Old school
full feature
Siebel
SAP CRM
Process guidance
Pegasystems
KANA
Panviva
Support.com
Microsoft
Integrated desktop
Cicero
Jacada
OpenSpan
Omnichannel engagement
Moxie
eGain
Oracle
Salesforce
Zendesk
SAP Cloud For Customer
Remote control
LogMeIn
Bomgar
GoToAssist
NetOp

15. Vendor landscape: view 2
Voice
IVR
Speech recognition
Mobile customer service
Electronic
Chat
Cobrowsing
Virtual agents
Social
Customer community platforms
Social adapters
ACD
CTI
Enterprise feedback management
Social listening
Interaction analytics
Quality monitoring
Workforce management
Case management
Unified agent workspace
Process guidance
Knowledge management
Video
Next-best action
Proactive outbound
Predictive dialing

16. The customer service ecosystem will consolidate
Queueing and routing
Agent desktop
Workforce optimization
Source: “Vendors Battle For The Heart Of The Contact Center” Forrester report

17. Agenda
Customer service and support: the heart of your customer obsession strategy
The vendor landscape
How to use the Forrester Wave
The results

18. Vendor inclusion methodology
We conduct primary research to develop a list of vendors that meet our criteria to be evaluated in this market. From that initial pool of vendors, we then narrow our final list. We choose these vendors based on:
1) Product fit
2) Customer success
3) Forrester client demand
Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

19. Understanding the Forrester Wave
The Forrester Wave contains a great deal of objective data to help companies make good technology selection decisions. We evaluate products and services across three dimensions:
The strength of a company's current solution, including criteria such as product capabilities, ease of integration, service and support, and training.
The strength of a firm's future product direction, such as its ability to articulate strategy, commit resources to strategy, and forge partnerships for technology, channels, and the like.
Vendor's financial and market strength, including criteria such as financials, installed base, average deal size, and distribution partnerships.
Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

20. Scores and weighting
We set default weightings for each criteria to reflect our analysis of the needs of large user companies — and/or other scenarios as outlined in the Forrester Wave document — and then score the vendors based on a clearly defined scale.
The final scores generate the graphical depiction of the market based on current offering, strategy, and market presence.
Market presence is always weighted at 0% as the score is reflected in the size of the bubble.
Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

21. Weighting impacts on the Forrester Wave
Source: “The Forrester Wave™: Dynamic Case Management, Q1 2014” Forrester report

22. Customer service solutions appeal to different deployment needs
Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

23. Right-size your customer service solution for your needs
Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

24. Agenda
Customer service and support: the heart of your customer obsession strategy
The vendor landscape
How to use the Forrester Wave
The results

25. The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015
Source: “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015” Forrester report

26. The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015
Source: “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015” Forrester report

27. Ian Jacobs
Senior Analyst

28. Selected Forrester Research
February 18, 2016, “The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015”
February 18, 2016, “The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015”
January 20, 2015, “Channel Management: Core To Your Customer Service Strategy”
August 6, 2014, “Vendors Battle For The Heart Of The Contact Center”
June 27, 2014, “What Drives A Profitable Customer Experience”
March 28, 2014, “The Forrester Wave™: Dynamic Case Management, Q1 2014”