LivePerson + Forrester: Bring the conversation back to voice

Brand leaders, analysts, and marketers alike have long been searching for the secret sauce of customer engagement as the world becomes increasingly more digital. The theme that continues to emerge? Meet. Customers. Where. They. Are. We’ve come to understand that customers want to engage with brands in the messaging channels they use every day to talk to friends and family — and research from Forrester shows us that, just like with friends and family, many prefer to have more serious or sensitive conversations with brands over the phone. Industry leaders will need to enable intelligent conversational experiences that carry context across all channels.