Forrester Report: The Second Coming Of Digital-First Customer Service Solutions

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Forrester highlights Bold360 as one of three full-featured solutions for AI-fueled digital-first customer engagement.

Chat, chatbots, messaging platforms, the internet of things, video, and cobrowsing: Customers are turning to these new technologies for customer support at an ever-increasing rate. Vendors that provide AI-fueled digital customer service solutions complement and extend the capabilities of traditional customer service solutions to handle these new channels and orchestrate new experiences. This report highlights the emergence of and need for this important new category of customer service solutions for application development and delivery (AD&D) professionals.

Key Takeaways:

  • Customer Service Must Go Beyond Today's Status Quo
  • CRM Fails To Connect Customer Moments
  • AI-Fueled Digital-First Customer Service Solutions Emerge To Combat Mediocrity

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