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Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Forrester IT

Learn how customer service will evolve in 2021. The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic.

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Important Questions To Answer Before Making Your Events Virtual

Forrester IT

Back in March, Nick Barber and I teamed up to help B2B marketers assess whether virtual events were a viable alternative to physical, as COVID-19 forced event managers to cancel in–person events wholesale.

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Buyer Insights: Findings From The 2021 B2B Buying Survey

Forrester IT

Forrester’s fifth B2B Summit APAC will be held in Singapore on 14 and 15 September 2021 through a live virtual experience. It will also provide a great opportunity for B2B sales, marketing, and product leaders to network virtually.

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Four Critical Planning Considerations For Sales Enablement Leaders In 2021

Forrester IT

Sales enablement leaders should be prepared to optimize and expand the all-virtual environment in 2021. Annual planning — for resources, personnel, and programs — will be particularly difficult as enablement leaders solve for the current environment but also anticipate what comes next.

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Twelve (Christmas) Tips To Make Your Virtual Events Go Off With A Bang In 2021!

Forrester IT

The holidays are virtual for many of us this year, and people are starting to think about how to make these interactions meaningful.

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Virtual Banks In Hong Kong Are In A Race To Win, Serve, And Retain Customers

Forrester IT

In the past three years, eight virtual banks have started operations in Hong Kong and have achieved early results in customer acquisition. Some of these results were also echoed in Forrester’s survey data from the past year: 44% of Hong Kongers opened a virtual bank account in the first six months in 2021, for example. […].

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Provider Enablement Drives Long-Lasting Virtual Care Engagement: Key Takeaways From The Forrester Wave™

Forrester IT

Virtual healthcare has become a core component of consumer-clinician engagement. According to the Forrester Analytics Consumer Technographics® US Omnibus Q4 Survey, 2020, 41% of US online adults had a virtual visit for primary care–and the rate of adoption continues to grow.