A crystal ball for customer service messaging

On-demand webinar

A crystal ball for customer service messaging

Forrester and Google deliver expert insights and advice on using messaging for smarter customer engagement.


A crystal ball for customer service messaging

Date and time:



45 minutes, plus Q&A

Hear Nuance and guest speakers from Forrester and Google deliver first-hand insights on how messaging platforms are fueling smarter customer engagement and how they can help meet your customers’ expectations for personalized, contextual interactions.

Watch the webinar to discover:


Fresh insights from global research on the challenges and opportunities organizations are seeing with messaging. (Hint: augmenting agents with AI delivers better CX.)


Which messaging platforms fit your customers’ preferences, use cases for each—and how leading brands are using messaging to drive tangible business results.


What's new with Google’s Business Messages and how it's helping global organizations enhance customer care and drive more loyalty.

When you register, you’ll receive a recording of the webinar, as well as a copy of the new Forrester Consulting Opportunity Snapshot: Come Together Over Messaging.

About the presenters

Ian Jacobs headshot
Ian Jacobs
Principal Analyst, Forrester

Ian Jacobs serves Application Development + Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences. Ian came to Forrester with two decades of experience as a marketer, journalist, and analyst in the software market. He has held several senior‑level analyst roles in both the CRM and customer experience fields, and he most recently crafted corporate vision and messaging as the customer experience evangelist at Genesys.

Rob Lawson headshot
Rob Lawson
Global Partnerships, Google

Rob Lawson evangelizes the Business Messaging ecosystem through partnerships with brands, bots, CSPs and mobile operators. Before Google, Rob started (and sometimes sold) companies focused on mobile advertising, games, communities and messaging. A citizen of both the US and the UK, Rob lives in the San Francisco Bay Area and enjoys riding bicycles.

Josefine Fouarge headshot
Josefine Fouarge
Senior Principal Solutions Marketing Manager, Nuance

Josefine Fouarge focuses on automated and human assisted engagements in digital channels. Josefine brings more than 10 years of experience in sales and marketing for technology related businesses in Germany and the U.S. Her past expertise ranges from selling and configuring Apple computers to defining the market and messaging for a security software for on-premise datacenters and services offered through the cloud.

Don't miss out on these insights!

Watch the webinar today.