Articles
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1 month ago |
forrester.com | Aurelie L'Hostis
Buying a car is a major and often stressful purchase. To improve this experience, Capital One introduced Chat Concierge, an AI agent designed to simplify car buying. Unlike typical chatbots, this conversational agent uses multiple specialized AI agents to understand prompts, create and validate action plans, and execute tasks based on buyer preferences. Chat Concierge was built to be able to compare vehicles, estimate trade-in values, and schedule test drives in one conversation.
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1 month ago |
forrester.com | Aurelie L'Hostis
We are on the brink of a digital revolution in consumer experiences. A convergence of multiple forces is compelling organizations to innovate in this area:Consumers connect digitally, accessing products and services through a range of devices, channels, and platforms. And they now expect seamless service at their moments of need, often seeking curated and personalized experiences to achieve their goals.
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Feb 28, 2025 |
forrester.com | Oliwia Berdak |Peter Wannemacher |Aurelie L'Hostis
FinovateEurope took place in London again this week and I was lucky enough to attend. This year marked my 12th Finovate anniversary, making me something of a veteran (or a diehard fan!). Over the years, I’ve witnessed the hype, the growing up, and the reckoning in the sector. While fintech won’t result in full market upheaval, it was exciting to see more energy return to the event this year. Perhaps unsurprisingly, this was mostly thanks to AI.
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Jan 24, 2025 |
forrester.com | Michael O'Grady |Martha Bennett |Aurelie L'Hostis
In 2025 the United States holds a pivotal role in the global economy, commanding 40% of tech spend, 37% of the digital economy, and 26% of global GDP. Despite the economic policy uncertainty of the new administration, several factors stand out as likely influencers of future US economic growth:Increased spending through tariffs and tax-cuts.
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Jan 21, 2025 |
forrester.com | Amy Bills |Aurelie L'Hostis |Stephanie Liu
B2B companies are delivering personalized experiences to buyers who are deciding whether to make a purchase. But what happens when those buyers sign a contract and finally become customers? You’d think those companies would personalize postsale customer engagement in equal, if not greater, measure. After all, 61% of B2B revenue comes from existing customers through renewals and expansion. And certainly, customers expect personalized experiences. You’d think.
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