{{ domain.value }}
About forrester.com (Developer Tools)
This page provides details about forrester.com (Developer Tools) which was ranked #41 out of 230 in the list of sources (16 citations (0.6% share)) in answers from AI models (Anthropic Claude Sonnet (latest),
OpenAI ChatGPT Latest,
Google Gemini Flash (latest),
X.AI Grok (latest)) when they were asked the following 3 questions: "If I'm looking to get into Customer Support, who and what should I know about? Include the most trusted brands, recommended products and services, reputable companies and providers, influential experts and reviewers to follow, helpful communities and resources, important events and conferences, notable startups disrupting the space, and key publications and media channels to stay informed.", "What are the best Customer Support options available today? Please provide a comprehensive overview including: the leading brands and products, top companies and service providers, recognized experts and thought leaders, promising startups and new market entrants, major industry events and conferences, active communities and forums, and influential publications and media covering this space.", "What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry." on Dec 30, 2025 by AI Chat Watch. This source is referenced for brands: Forrester Customer Service Research, Forrester CX Blog, The Forrester CX Summit, CX North America.
Used by AI Models
| Model | Voice | Position | Citations |
|---|---|---|---|
|
|
{{ getInfluenceForBot(bot.id) }} | {{ getPositionForBot(bot.id) }} | {{ getMentionsForBot(bot.id) }} |
Pages from forrester.com (12 links)
| URL Path | Citations | Position |
|---|---|---|
| /bold | 0 | N/A |
| forrester.com | 0 | N/A |
| /blogs | 0 | N/A |
| /event/cx-north-america | 1 | 38 |
| /events/cx/?lang=en-us | 1 | 79 |
| /report/the-forrester-wave-tm-customer-service-solutions-q4-2023/RES179904 | 5 | 84.8 |
| /blogs/category/customer-service | 1 | 93 |
| /customer-experience | 2 | 96 |
| /event/cx | 1 | 100 |
| /bold/customer-service | 2 | 131 |
| /blogs/category/customer-experience | 2 | 133.2 |
| /research/customer-service | 1 | 136 |
Brands Referenced By This Website (4 brands)
| Brand | Voice | Mentions |
|---|---|---|
| CX North America | 0.2% | 3 |
| Forrester Customer Service Research | 0% | 3 |
| Forrester CX Blog | 0% | 1 |
| The Forrester CX Summit | 0% | 1 |
Citations from AI Responses
Anthropic Claude Sonnet (latest)
(5 citations)
If I'm looking to get into Customer Support, who and what should I know about? Include the most trusted brands, recommended products and services, reputable companies and providers, influential experts and reviewers to follow, helpful communities and resources, important events and conferences, notable startups disrupting the space, and key publications and media channels to stay informed.
[...] vice trends and tips - **[Intercom Blog](https://www.intercom.com/blog/)** - Customer communication insights - **[Help Scout Blog](https://www.helpscout.com/blog/)** - Customer service content - **[HubSpot Service Blog](https://blog.hubspot.com/service)** - Customer success and support articles - **[Forrester CX Blog](https://www.forrester.com/blogs/category/customer-experience/)** - Research-backed insights ### Podcasts - **[Customer Service Secrets Podcast](https://www.getsalefish.com/podcast)** - By Gabe Larsen - **[The Customer Service Revolution Podcast](https://www.dilanoconsulting.com/podcast/)** - By John DiJulius - **[Experience This!](https://www.experiencethiss [...]
[...] rt conference - **[Zendesk Relate](https://www.zendesk.com/relate/)** - Customer experience conference - **[ICMI Contact Center Expo](https://www.icmi.com/conference)** - Industry training and networking - **[CustomerServ](https://www.customerservconference.com/)** - Customer service conference - **[The Forrester CX Summit](https://www.forrester.com/event/cx/)** - Customer experience strategy ### Virtual Events - **[CX Network Virtual Events](https://www.cxnetwork.com/virtual-events/)** - Regular online conferences - **[Freshworks Refresh](https://www.freshworks.com/refresh/)** - Annual virtual conference ## 🚀 Notable Startups & Disruptors ### AI-Po [...]
[...] contact center software - **[Dialpad](https://www.dialpad.com/)** - Business phone system with AI ## 📊 Research & Industry Reports ### Market Research Firms - **[Gartner Customer Service Research](https://www.gartner.com/en/customer-service-support)** - Magic quadrants and industry analysis - **[Forrester Customer Service Research](https://www.forrester.com/research/customer-service/)** - CX research and reports - **[IDC](https://www.idc.com/)** - Market intelligence and analysis ### Annual Reports to Follow - **[Zendesk Customer Experience Trends Report](https://www.zendesk.com/customer-experience-trends/)** - Annual CX trends - **[State of Customer Service Report](https://ww [...]
What are the best Customer Support options available today? Please provide a comprehensive overview including: the leading brands and products, top companies and service providers, recognized experts and thought leaders, promising startups and new market entrants, major industry events and conferences, active communities and forums, and influential publications and media covering this space.
[...] d on CX ### Industry Research & Reports 63. **Gartner Customer Service & Support** - [https://www.gartner.com/en/customer-service-support](https://www.gartner.com/en/customer-service-support) - Research and insights on customer service technology 64. **Forrester Customer Service Research** - [https://www.forrester.com/bold](https://www.forrester.com/bold) - Industry analysis and trends 65. **Dimension Data Global Customer Experience Benchmarking Report** - [https://www.dimensiondata.com](https://www.dimensiondata.com) - Annual CX benchmarking study ### Podcasts 66. **The Customer Service Revolution** - [https://www.customerservicerevolut [...]
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] ers. ### **Research & Analysis Firms** **Gartner Customer Service & Support Research** - [https://www.gartner.com/en/customer-service-support](https://www.gartner.com/en/customer-service-support) Leading research and advisory firm covering CS technology. **Forrester Customer Service Research** - [https://www.forrester.com/bold/customer-service/](https://www.forrester.com/bold/customer-service/) In-depth research on customer service trends and technologies. **Dimension Data Global Contact Centre Benchmarking Report** - [https://www.dimensiondata.com](https://www.dimensiondata.com) Annual industry benchmarking study. **HubSpot Customer Service Blog** - [https://blog.hubspot.com/service]( [...]
OpenAI ChatGPT Latest
(5 citations)
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] er.com/) - [Zendesk Blog](https://www.zendesk.com/blog/) (by [Zendesk](https://www.zendesk.com/)) - [Intercom Blog](https://www.intercom.com/blog/) (by [Intercom](https://www.intercom.com/)) - [Gartner Insights](https://www.gartner.com/en/insights) (by [Gartner](https://www.gartner.com/)) - [Forrester Blogs](https://www.forrester.com/blogs/) (by [Forrester](https://www.forrester.com/)) - Broader management coverage that often influences support strategy: - [Harvard Business Review](https://hbr.org/) --- If you tell me your context (B2B vs B2C, channels: voice/chat/email, team size, and whether you’re evaluating tools vs trying t [...]
[...] ffort” framing; see book source: [The Effortless Experience (Portfolio/Penguin)](https://www.penguinrandomhouse.com/books/214451/the-effortless-experience-by-matthew-dixon-karen-freeman-and-nick-toman/)) Analyst firms that strongly shape enterprise buying: - [Gartner](https://www.gartner.com/) - [Forrester](https://www.forrester.com/) --- ## Emerging trends shaping the industry right now 1) **AI copilots for agents** (drafting replies, summarizing, routing, knowledge suggestions) and **agentic automation** (AI handling full resolutions with guardrails). (Concept: [Generative artificial intelligence](https://en.wikipedia.org/w [...]
[...] /) (by [Zendesk](https://www.zendesk.com/)) - [Intercom Blog](https://www.intercom.com/blog/) (by [Intercom](https://www.intercom.com/)) - [Gartner Insights](https://www.gartner.com/en/insights) (by [Gartner](https://www.gartner.com/)) - [Forrester Blogs](https://www.forrester.com/blogs/) (by [Forrester](https://www.forrester.com/)) - Broader management coverage that often influences support strategy: - [Harvard Business Review](https://hbr.org/) --- If you tell me your context (B2B vs B2C, channels: voice/chat/email, team size, and whether you’re evaluating tools vs trying to understand careers/market), I can narrow t [...]
What are the best Customer Support options available today? Please provide a comprehensive overview including: the leading brands and products, top companies and service providers, recognized experts and thought leaders, promising startups and new market entrants, major industry events and conferences, active communities and forums, and influential publications and media covering this space.
[...] s.com) - [Jeff Toister](https://www.toistersolutions.com) - [Annette Franz](https://www.cx-journey.com) - [Blake Morgan](https://www.blakemorgan.com) Industry research/analyst organizations that frequently cover customer support tooling and practices: - [Gartner](https://www.gartner.com) - [Forrester](https://www.forrester.com) - [TSIA (Technology & Services Industry Association)](https://www.tsia.com) --- ## 4) Promising startups / newer entrants to watch (examples) Depending on your niche (ecommerce, SaaS, automation), these are often evaluated alongside the “big suites”: - [Crisp](https://crisp.chat) (SMB messagin [...]
If I'm looking to get into Customer Support, who and what should I know about? Include the most trusted brands, recommended products and services, reputable companies and providers, influential experts and reviewers to follow, helpful communities and resources, important events and conferences, notable startups disrupting the space, and key publications and media channels to stay informed.
[...] to stay informed - Industry + CX publications: - [CustomerThink](https://customerthink.com/) - [CMSWire](https://www.cmswire.com/) - [CX Network](https://www.cxnetwork.com/) - Research/analyst firms (valuable when evaluating tools/strategy): - [Gartner](https://www.gartner.com/) - [Forrester](https://www.forrester.com/) - Management-level perspective (often relevant for service leadership): - [Harvard Business Review](https://hbr.org/) --- ## 10) A simple “what to learn first” path (if you’re entering the field) 1) Learn ticketing fundamentals + writing skills using one mainstream platform’s free material [...]
Google Gemini Flash (latest)
(1 citation)
What are the best Customer Support options available today? Please provide a comprehensive overview including: the leading brands and products, top companies and service providers, recognized experts and thought leaders, promising startups and new market entrants, major industry events and conferences, active communities and forums, and influential publications and media covering this space.
[...] ecifically for e-commerce and Shopify merchants. ### 5. Major Industry Events and Conferences These gatherings are the primary networking hubs for CX professionals. * **[Customer Contact Week (CCW)](https://www.customercontactweek.com):** The world’s largest customer contact event series. * **[Forrester CX North America](https://www.forrester.com/event/cx-north-america/):** A high-level event focused on CX data, research, and strategy. * **[Zendesk Relate](https://relate.zendesk.com):** Zendesk’s annual summit on the future of service and AI. * **[Support Driven Expo](https://www.supportdriven.com/expo):** A community-focused event for support professionals. [...]
X.AI Grok (latest)
(5 citations)
If I'm looking to get into Customer Support, who and what should I know about? Include the most trusted brands, recommended products and services, reputable companies and providers, influential experts and reviewers to follow, helpful communities and resources, important events and conferences, notable startups disrupting the space, and key publications and media channels to stay informed.
[...] hink.com/) - **Zendesk Blog**: Trends, benchmarks (e.g., CX Trends Report) [Zendesk Blog](https://www.zendesk.com/blog/) - **Intercom Blog**: Product innovation insights. [Intercom Blog](https://www.intercom.com/blog/) - **Forrester Blogs/Reports**: Research on CX (e.g., Customer Experience Index). [Forrester CX](https://www.forrester.com/customer-experience/) - **Podcasts**: "The CX Cast" [CX Cast](https://thecxcast.com/), "Support IQ" [Support IQ](https://supportiq.show/). Newsletters: Support Ops [Support Ops](https://www.supportops.co/), Lenny's Newsletter (CX sections) [Lenny's Newsletter](https://www.lennysnewsletter.com/). To get started in the [...]
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] ead](https://thecxlead.com/). - **Vendor Blogs**: [Zendesk Blog](https://www.zendesk.com/blog/), [Intercom Blog](https://www.intercom.com/blog/), [Help Scout Blog](https://www.helpscout.com/blog/). - **Analyst Sites**: [Gartner Customer Service](https://www.gartner.com/en/customer-service-support), [Forrester CX](https://www.forrester.com/customer-experience/). This snapshot is based on 2024 data from the linked sources; the industry evolves rapidly with AI advancements. For real-time updates, check G2 or Gartner Peer Insights. [...]
[...] orkflows. [ServiceNow CSM](https://www.servicenow.com/products/customer-service-management.html). **Analyst Validation**: - [Gartner Magic Quadrant for CRM Customer Engagement Center 2023](https://www.gartner.com/en/documents/4023452) (leaders: Salesforce, Microsoft Dynamics 365, Genesys, NICE). - [Forrester Wave: Customer Service Solutions 2023](https://www.forrester.com/report/the-forrester-wave-tm-customer-service-solutions-q4-2023/RES179904) (leaders: Genesys, Salesforce, NICE). - Review platforms: [G2 Grid](https://www.g2.com/categories/customer-service-management#grid), [Capterra Customer Service Software](https://www.capterra.com/customer-service-software/). ### Best Products and Services Top-rated based on user reviews (G2/Capter [...]
[...] nd trends: - **Customer Contact Week (CCW)**: Largest contact center event. [CCW Las Vegas 2024](https://lasvegas.customercontactweek.com/). - **Zendesk Showcase**: Product updates and CX keynotes. [Zendesk Events](https://www.zendesk.com/events/). - **Forrester CX Summit**: North America flagship. [Forrester CX North America](https://www.forrester.com/events/cx/?lang=en-us). - **ICMI Global Contact Center Forum**: Operations-focused. [ICMI Events](https://www.icmi.com/events/). - **CX Network Conferences**: Regional CX summits. [CX Network Events](https://www.cxnetwork.com/events). ### Active Professional Communities - **Support Driven**: Slack community (10k+ membe [...]
What are the best Customer Support options available today? Please provide a comprehensive overview including: the leading brands and products, top companies and service providers, recognized experts and thought leaders, promising startups and new market entrants, major industry events and conferences, active communities and forums, and influential publications and media covering this space.
[...] din.com/groups/3844922/). ### Influential Publications and Media Covering This Space Sources for research, benchmarks, and news: - **[CustomerThink](https://customerthink.com/)**: Blogs, articles on CX strategy. - **[CMSWire](https://www.cmswire.com/customer-experience/)**: Digital CX trends. - **[Forrester Blogs - Customer Service](https://www.forrester.com/blogs/category/customer-service/)**: Analyst insights, Wave reports. - **[Gartner Customer Service](https://www.gartner.com/en/customer-service-support)**: Peer Insights, Hype Cycles. - **[ NICE CXone Resources](https://www.nice.com/resources)**: Reports (formerly inContact). - Podcasts: [The CX Cast](https://cxcast.podbean.com/), [...]