VP, Research Director @ Forrester, helping our clients design better & more inclusive experiences; occasional devotee of the obscure; Twitter presence is my own
San Francisco, CA
Joined March 2009
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What top emerging technologies should leaders be paying attention to this year? Learn more from @forrester VP Brian Hopkins in @TechRepublic. #generative AI forr.com/3rIZ75j #Forrester
Indeed. Serious devaluation from @hotelsdotcom (as with all the airline programs these days). Golden days of travel are surely over. #hotels
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Favorite new thing overheard at a bar: “you’re white about that!” I can’t disagree - flaming tech bro white privilege on display. Just another Monday is San Francisco. #whiteprivilege #wokeaintwrong
I’m at #Config2023 - we at #Forrester are seeing the need for designers, developers, and product folks to work more seamlessly to iterate at digital pace. Excited to see how #Figma plans to help with that! #design #digitalbusiness
"Empathy Statements Aren’t Enough" - great new column from @christinamcal_ in @CRM magazine. "It’s time to ditch the hollow apologies and rethink empathy in customer service." Hallelujah. #cctr #custserv
Forgot to mention: the venue looks great. Come join me in London on May 25th! #cx #AI #GenerativeAI #custserv
Come join me in London on May 25th in a fireside chat about the potential of generative AI in customer service as part of a day devoted to that topic. Registration link is here: sprinklr.com/lp/cx-connect-l… #CX #cctr #custserv
Come join me in London on May 25th in a fireside chat about the potential of generative AI in customer service as part of a day devoted to that topic. Registration link is here: sprinklr.com/lp/cx-connect-l… #CX #cctr #custserv
Asynchronous chat is the next big trend in customer service. Discover the technology, its benefits, and its challenges in this week’s What It Means with Senior Analyst @ChristinaMcAl_ . bit.ly/3AVmxpG #CustServ #ForresterPodcast #CCTR
I had a great conversation with @DaveMichels - we ranged from cocktails to reggae to The Treasure of the Sierra Madre. Sort of an opportunity to get to know the analyst outside of their domain-specific work. Fun series to watch for any in #cctr #ucaas #uc #chatbots space.
Should be a fun conversation...mostly cuz Dave is a fun guy to chat with!
Today at 3PM PT - episode #6 of InfluenceMe - the interview show of the most influential influencers of enterprise comms. Today's guest is @iangjacobs #Live on Twitter.
You might want to view this one with a cocktail.
“With digital alignment and #CX in focus … organizations have seen 2.4 times the revenue growth ... and twice the profitability as organizations without such alignment,” @destinationCRM writes per @forrester’s Customer-Obsessed Growth Engine research. #Forrester #digitalbusiness
AI Reshapes The 2023 Forrester Wave™ Evaluation For CCaaS forrester.com/blogs/the-2023… New #Forrester blog by @jmaxball highlighting key findings in our CCaaS Wave. #cctr #custserv
Learn more from @forrester in @Forbes about how good customer service can drive *billions* in new revenue across industries. #CX #cctr #custserv forr.com/3YPuSF2 Based on the great work from @christinamcal_
Wish this was really being manufactured. And that I still used lead-core pencils. Still...wonderful to look at. #design #JapaneseDesign #Want #lizard
In 360 Magazine, @forrester Senior Analyst Christina McAllister discusses with @shaneschick how vital contact centers are to both businesses and their consumers. #CX forr.com/3xP57JJ #cctr #AI #Forrester #custserv
"Empower Your Agents And Unlock Billions" - new article on @customerthink by #Forrester analyst @christinamcal_ customerthink.com/empower-yo… And billions is not hyperbole in this case! #cctr #custserv #CX
In @washingtonpost, @forrester analyst Rowan Curran describes how, despite their potential, large language models like #ChatGPT are notorious for issuing “coherent nonsense. #AI #forrester forr.com/3WnGCNz
