tools.marketimpacttools.com
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URL:
https://tools.marketimpacttools.com/go/NICEinContact/AiAssessment/?utm_source=niceincontact-sig&utm_medium=email&utm_content=email**...
Submission: On November 05 via api from US — Scanned from DE
Submission: On November 05 via api from US — Scanned from DE
Form analysis 2 forms found in the DOM
<form id="mktoForm_3375" novalidate="novalidate" class="mktoForm mktoHasWidth mktoLayoutAbove" style="font-family: Helvetica, Arial, sans-serif; font-size: 13px; color: rgb(51, 51, 51); width: 993px;">
<style type="text/css">
.mktoForm .mktoButtonWrap.mktoSimple .mktoButton {
color: #fff;
border: 1px solid #75ae4c;
padding: 0.4em 1em;
font-size: 1em;
background-color: #99c47c;
background-image: -webkit-gradient(linear, left top, left bottom, from(#99c47c), to(#75ae4c));
background-image: -webkit-linear-gradient(top, #99c47c, #75ae4c);
background-image: -moz-linear-gradient(top, #99c47c, #75ae4c);
background-image: linear-gradient(to bottom, #99c47c, #75ae4c);
}
.mktoForm .mktoButtonWrap.mktoSimple .mktoButton:hover {
border: 1px solid #447f19;
}
.mktoForm .mktoButtonWrap.mktoSimple .mktoButton:focus {
outline: none;
border: 1px solid #447f19;
}
.mktoForm .mktoButtonWrap.mktoSimple .mktoButton:active {
background-color: #75ae4c;
background-image: -webkit-gradient(linear, left top, left bottom, from(#75ae4c), to(#99c47c));
background-image: -webkit-linear-gradient(top, #75ae4c, #99c47c);
background-image: -moz-linear-gradient(top, #75ae4c, #99c47c);
background-image: linear-gradient(to bottom, #75ae4c, #99c47c);
}
</style>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 10px;">
<div class="mktoOffset" style="width: 10px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="FirstName" id="LblFirstName" class="mktoLabel mktoHasWidth" style="width: 300px;">
<div class="mktoAsterix">*</div>First Name
</label>
<div class="mktoGutter mktoHasWidth" style="width: 10px;"></div><input id="FirstName" name="FirstName" maxlength="255" aria-labelledby="LblFirstName InstructFirstName" type="text" class="mktoField mktoTextField mktoHasWidth mktoRequired"
aria-required="true" style="width: 300px;"><span id="InstructFirstName" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 10px;">
<div class="mktoOffset" style="width: 10px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="LastName" id="LblLastName" class="mktoLabel mktoHasWidth" style="width: 300px;">
<div class="mktoAsterix">*</div>Last Name
</label>
<div class="mktoGutter mktoHasWidth" style="width: 10px;"></div><input id="LastName" name="LastName" maxlength="255" aria-labelledby="LblLastName InstructLastName" type="text" class="mktoField mktoTextField mktoHasWidth mktoRequired"
aria-required="true" style="width: 300px;"><span id="InstructLastName" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 10px;">
<div class="mktoOffset" style="width: 10px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Email" id="LblEmail" class="mktoLabel mktoHasWidth" style="width: 300px;">
<div class="mktoAsterix">*</div>Business Email
</label>
<div class="mktoGutter mktoHasWidth" style="width: 10px;"></div><input id="Email" name="Email" maxlength="255" aria-labelledby="LblEmail InstructEmail" type="email" class="mktoField mktoEmailField mktoHasWidth mktoRequired"
aria-required="true" style="width: 300px;"><span id="InstructEmail" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 10px;">
<div class="mktoOffset" style="width: 10px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Phone" id="LblPhone" class="mktoLabel mktoHasWidth" style="width: 300px;">
<div class="mktoAsterix">*</div>Business Phone
</label>
<div class="mktoGutter mktoHasWidth" style="width: 10px;"></div><input id="Phone" name="Phone" maxlength="255" aria-labelledby="LblPhone InstructPhone" type="tel" class="mktoField mktoTelField mktoHasWidth mktoRequired" aria-required="true"
style="width: 300px;"><span id="InstructPhone" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 10px;">
<div class="mktoOffset" style="width: 10px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Company" id="LblCompany" class="mktoLabel mktoHasWidth" style="width: 300px;">
<div class="mktoAsterix">*</div>Company
</label>
<div class="mktoGutter mktoHasWidth" style="width: 10px;"></div><input id="Company" name="Company" maxlength="255" aria-labelledby="LblCompany InstructCompany" type="text" class="mktoField mktoTextField mktoHasWidth mktoRequired"
aria-required="true" style="width: 300px;"><span id="InstructCompany" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoFieldDescriptor mktoFormCol" style="margin-bottom: 10px;">
<div class="mktoOffset" style="width: 10px;"></div>
<div class="mktoFieldWrap mktoRequiredField"><label for="Country" id="LblCountry" class="mktoLabel mktoHasWidth" style="width: 300px;">
<div class="mktoAsterix">*</div>Country
</label>
<div class="mktoGutter mktoHasWidth" style="width: 10px;"></div><select id="Country" name="Country" aria-labelledby="LblCountry InstructCountry" class="mktoField mktoHasWidth mktoRequired" aria-required="true" style="width: 300px;">
<option value="">Select...</option>
<option value="Canada">Canada</option>
<option value="United States">United States</option>
<option value="Afghanistan">Afghanistan</option>
<option value="Åland Islands">Åland Islands</option>
<option value="Albania">Albania</option>
<option value="Algeria">Algeria</option>
<option value="American Samoa">American Samoa</option>
<option value="Andorra">Andorra</option>
<option value="Angola">Angola</option>
<option value="Anguilla">Anguilla</option>
<option value="Antarctica">Antarctica</option>
<option value="Antigua and Barbuda">Antigua and Barbuda</option>
<option value="Argentina">Argentina</option>
<option value="Armenia">Armenia</option>
<option value="Aruba">Aruba</option>
<option value="Australia">Australia</option>
<option value="Austria">Austria</option>
<option value="Azerbaijan">Azerbaijan</option>
<option value="Bahamas">Bahamas</option>
<option value="Bahrain">Bahrain</option>
<option value="Bangladesh">Bangladesh</option>
<option value="Barbados">Barbados</option>
<option value="Belarus">Belarus</option>
<option value="Belgium">Belgium</option>
<option value="Belize">Belize</option>
<option value="Benin">Benin</option>
<option value="Bermuda">Bermuda</option>
<option value="Bhutan">Bhutan</option>
<option value="Bolivia, Plurinational State of">Bolivia, Plurinational State of</option>
<option value="Bonaire, Sint Eustatius and Saba">Bonaire, Sint Eustatius and Saba</option>
<option value="Bosnia and Herzegovina">Bosnia and Herzegovina</option>
<option value="Botswana">Botswana</option>
<option value="Bouvet Island">Bouvet Island</option>
<option value="Brazil">Brazil</option>
<option value="British Indian Ocean Territory">British Indian Ocean Territory</option>
<option value="Brunei Darussalam">Brunei Darussalam</option>
<option value="Bulgaria">Bulgaria</option>
<option value="Burkina Faso">Burkina Faso</option>
<option value="Burundi">Burundi</option>
<option value="Cambodia">Cambodia</option>
<option value="Cameroon">Cameroon</option>
<option value="Cape Verde">Cape Verde</option>
<option value="Cayman Islands">Cayman Islands</option>
<option value="Central African Republic">Central African Republic</option>
<option value="Chad">Chad</option>
<option value="Chile">Chile</option>
<option value="China">China</option>
<option value="Christmas Island">Christmas Island</option>
<option value="Cocos (Keeling) Islands">Cocos (Keeling) Islands</option>
<option value="Colombia">Colombia</option>
<option value="Comoros">Comoros</option>
<option value="Congo">Congo</option>
<option value="Congo, the Democratic Republic of the">Congo, the Democratic Republic of the</option>
<option value="Cook Islands">Cook Islands</option>
<option value="Costa Rica">Costa Rica</option>
<option value="Côte d'Ivoire">Côte d'Ivoire</option>
<option value="Croatia">Croatia</option>
<option value="Cuba">Cuba</option>
<option value="Curaçao">Curaçao</option>
<option value="Cyprus">Cyprus</option>
<option value="Czech Republic">Czech Republic</option>
<option value="Denmark">Denmark</option>
<option value="Djibouti">Djibouti</option>
<option value="Dominica">Dominica</option>
<option value="Dominican Republic">Dominican Republic</option>
<option value="Ecuador">Ecuador</option>
<option value="Egypt">Egypt</option>
<option value="El Salvador">El Salvador</option>
<option value="Equatorial Guinea">Equatorial Guinea</option>
<option value="Eritrea">Eritrea</option>
<option value="Estonia">Estonia</option>
<option value="Ethiopia">Ethiopia</option>
<option value="Falkland Islands (Malvinas)">Falkland Islands (Malvinas)</option>
<option value="Faroe Islands">Faroe Islands</option>
<option value="Fiji">Fiji</option>
<option value="Finland">Finland</option>
<option value="France">France</option>
<option value="French Guiana">French Guiana</option>
<option value="French Polynesia">French Polynesia</option>
<option value="French Southern Territories">French Southern Territories</option>
<option value="Gabon">Gabon</option>
<option value="Gambia">Gambia</option>
<option value="Georgia">Georgia</option>
<option value="Germany">Germany</option>
<option value="Ghana">Ghana</option>
<option value="Gibraltar">Gibraltar</option>
<option value="Greece">Greece</option>
<option value="Greenland">Greenland</option>
<option value="Grenada">Grenada</option>
<option value="Guadeloupe">Guadeloupe</option>
<option value="Guam">Guam</option>
<option value="Guatemala">Guatemala</option>
<option value="Guernsey">Guernsey</option>
<option value="Guinea">Guinea</option>
<option value="Guinea-Bissau">Guinea-Bissau</option>
<option value="Guyana">Guyana</option>
<option value="Haiti">Haiti</option>
<option value="Heard Island and McDonald Islands">Heard Island and McDonald Islands</option>
<option value="Holy See (Vatican City State)">Holy See (Vatican City State)</option>
<option value="Honduras">Honduras</option>
<option value="Hong Kong">Hong Kong</option>
<option value="Hungary">Hungary</option>
<option value="Iceland">Iceland</option>
<option value="India">India</option>
<option value="Indonesia">Indonesia</option>
<option value="Iran, Islamic Republic of">Iran, Islamic Republic of</option>
<option value="Iraq">Iraq</option>
<option value="Ireland">Ireland</option>
<option value="Isle of Man">Isle of Man</option>
<option value="Israel">Israel</option>
<option value="Italy">Italy</option>
<option value="Jamaica">Jamaica</option>
<option value="Japan">Japan</option>
<option value="Jersey">Jersey</option>
<option value="Jordan">Jordan</option>
<option value="Kazakhstan">Kazakhstan</option>
<option value="Kenya">Kenya</option>
<option value="Kiribati">Kiribati</option>
<option value="Korea, Democratic People's Republic of">Korea, Democratic People's Republic of</option>
<option value="Korea, Republic of">Korea, Republic of</option>
<option value="Kuwait">Kuwait</option>
<option value="Kyrgyzstan">Kyrgyzstan</option>
<option value="Lao People's Democratic Republic">Lao People's Democratic Republic</option>
<option value="Latvia">Latvia</option>
<option value="Lebanon">Lebanon</option>
<option value="Lesotho">Lesotho</option>
<option value="Liberia">Liberia</option>
<option value="Libya">Libya</option>
<option value="Liechtenstein">Liechtenstein</option>
<option value="Lithuania">Lithuania</option>
<option value="Luxembourg">Luxembourg</option>
<option value="Macao">Macao</option>
<option value="Macedonia, the Former Yugoslav Republic of">Macedonia, the Former Yugoslav Republic of</option>
<option value="Madagascar">Madagascar</option>
<option value="Malawi">Malawi</option>
<option value="Malaysia">Malaysia</option>
<option value="Maldives">Maldives</option>
<option value="Mali">Mali</option>
<option value="Malta">Malta</option>
<option value="Marshall Islands">Marshall Islands</option>
<option value="Martinique">Martinique</option>
<option value="Mauritania">Mauritania</option>
<option value="Mauritius">Mauritius</option>
<option value="Mayotte">Mayotte</option>
<option value="Mexico">Mexico</option>
<option value="Micronesia, Federated States of">Micronesia, Federated States of</option>
<option value="Moldova, Republic of">Moldova, Republic of</option>
<option value="Monaco">Monaco</option>
<option value="Mongolia">Mongolia</option>
<option value="Montenegro">Montenegro</option>
<option value="Montserrat">Montserrat</option>
<option value="Morocco">Morocco</option>
<option value="Mozambique">Mozambique</option>
<option value="Myanmar">Myanmar</option>
<option value="Namibia">Namibia</option>
<option value="Nauru">Nauru</option>
<option value="Nepal">Nepal</option>
<option value="Netherlands">Netherlands</option>
<option value="New Caledonia">New Caledonia</option>
<option value="New Zealand">New Zealand</option>
<option value="Nicaragua">Nicaragua</option>
<option value="Niger">Niger</option>
<option value="Nigeria">Nigeria</option>
<option value="Niue">Niue</option>
<option value="Norfolk Island">Norfolk Island</option>
<option value="Northern Mariana Islands">Northern Mariana Islands</option>
<option value="Norway">Norway</option>
<option value="Oman">Oman</option>
<option value="Pakistan">Pakistan</option>
<option value="Palau">Palau</option>
<option value="Palestine, State of">Palestine, State of</option>
<option value="Panama">Panama</option>
<option value="Papua New Guinea">Papua New Guinea</option>
<option value="Paraguay">Paraguay</option>
<option value="Peru">Peru</option>
<option value="Philippines">Philippines</option>
<option value="Pitcairn">Pitcairn</option>
<option value="Poland">Poland</option>
<option value="Portugal">Portugal</option>
<option value="Puerto Rico">Puerto Rico</option>
<option value="Qatar">Qatar</option>
<option value="Réunion">Réunion</option>
<option value="Romania">Romania</option>
<option value="Russian Federation">Russian Federation</option>
<option value="Rwanda">Rwanda</option>
<option value="Saint Barthélemy">Saint Barthélemy</option>
<option value="Saint Helena, Ascension and Tristan da Cunha">Saint Helena, Ascension and Tristan da Cunha</option>
<option value="Saint Kitts and Nevis">Saint Kitts and Nevis</option>
<option value="Saint Lucia">Saint Lucia</option>
<option value="Saint Martin (French part)">Saint Martin (French part)</option>
<option value="Saint Pierre and Miquelon">Saint Pierre and Miquelon</option>
<option value="Saint Vincent and the Grenadines">Saint Vincent and the Grenadines</option>
<option value="Samoa">Samoa</option>
<option value="San Marino">San Marino</option>
<option value="Sao Tome and Principe">Sao Tome and Principe</option>
<option value="Saudi Arabia">Saudi Arabia</option>
<option value="Senegal">Senegal</option>
<option value="Serbia">Serbia</option>
<option value="Seychelles">Seychelles</option>
<option value="Sierra Leone">Sierra Leone</option>
<option value="Singapore">Singapore</option>
<option value="Sint Maarten (Dutch part)">Sint Maarten (Dutch part)</option>
<option value="Slovakia">Slovakia</option>
<option value="Slovenia">Slovenia</option>
<option value="Solomon Islands">Solomon Islands</option>
<option value="Somalia">Somalia</option>
<option value="South Africa">South Africa</option>
<option value="South Georgia and the South Sandwich Islands">South Georgia and the South Sandwich Islands</option>
<option value="South Sudan">South Sudan</option>
<option value="Spain">Spain</option>
<option value="Sri Lanka">Sri Lanka</option>
<option value="Sudan">Sudan</option>
<option value="Suriname">Suriname</option>
<option value="Svalbard and Jan Mayen">Svalbard and Jan Mayen</option>
<option value="Swaziland">Swaziland</option>
<option value="Sweden">Sweden</option>
<option value="Switzerland">Switzerland</option>
<option value="Syrian Arab Republic">Syrian Arab Republic</option>
<option value="Taiwan, Province of China">Taiwan, Province of China</option>
<option value="Tajikistan">Tajikistan</option>
<option value="Tanzania, United Republic of">Tanzania, United Republic of</option>
<option value="Thailand">Thailand</option>
<option value="Timor-Leste">Timor-Leste</option>
<option value="Togo">Togo</option>
<option value="Tokelau">Tokelau</option>
<option value="Tonga">Tonga</option>
<option value="Trinidad and Tobago">Trinidad and Tobago</option>
<option value="Tunisia">Tunisia</option>
<option value="Turkey">Turkey</option>
<option value="Turkmenistan">Turkmenistan</option>
<option value="Turks and Caicos Islands">Turks and Caicos Islands</option>
<option value="Tuvalu">Tuvalu</option>
<option value="Uganda">Uganda</option>
<option value="Ukraine">Ukraine</option>
<option value="United Arab Emirates">United Arab Emirates</option>
<option value="United Kingdom">United Kingdom</option>
<option value="United States Minor Outlying Islands">United States Minor Outlying Islands</option>
<option value="Uruguay">Uruguay</option>
<option value="Uzbekistan">Uzbekistan</option>
<option value="Vanuatu">Vanuatu</option>
<option value="Venezuela, Bolivarian Republic of">Venezuela, Bolivarian Republic of</option>
<option value="Viet Nam">Viet Nam</option>
<option value="Virgin Islands, British">Virgin Islands, British</option>
<option value="Virgin Islands, U.S.">Virgin Islands, U.S.</option>
<option value="Wallis and Futuna">Wallis and Futuna</option>
<option value="Western Sahara">Western Sahara</option>
<option value="Yemen">Yemen</option>
<option value="Zambia">Zambia</option>
<option value="Zimbabwe">Zimbabwe</option>
</select><span id="InstructCountry" tabindex="-1" class="mktoInstruction"></span>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoPlaceholder mktoPlaceholderState"></div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="utm_source_original__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="niceincontact-sig" style="margin-bottom: 10px;"><input type="hidden" name="UTM_Source__c"
class="mktoField mktoFieldDescriptor mktoFormCol" value="niceincontact-sig" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="utm_medium_original__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="email" style="margin-bottom: 10px;"><input type="hidden" name="UTM_Medium__c"
class="mktoField mktoFieldDescriptor mktoFormCol" value="email" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="utm_campaign_original__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="NL_Q121_210030_IC-AI-AI-Readiness-Assessment_AMER-EN" style="margin-bottom: 10px;"><input type="hidden"
name="UTM_Campaign__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="NL_Q121_210030_IC-AI-AI-Readiness-Assessment_AMER-EN" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="utm_content_original__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="email**Bsignature**Bhomepage*20sa-ic1-forrester-ai-assessment" style="margin-bottom: 10px;"><input type="hidden"
name="UTM_Content__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="email**Bsignature**Bhomepage*20sa-ic1-forrester-ai-assessment" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="UTM_Keyword_Original__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;"><input type="hidden" name="UTM_Keyword__c"
class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="UTM_Detail__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="uTMCategoryOriginal" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Attribution_User_ID__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Adwords_GCLID__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Opt_In__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="Double_Opt_In__c" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoPlaceholder mktoPlaceholderemailOptIn"></div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoPlaceholder mktoPlaceholderHtmlText_2018-05-01T20 975Z"></div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoPlaceholder mktoPlaceholderSingle_Opt_In__c"></div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow">
<div class="mktoPlaceholder mktoPlaceholderHtmlText_2018-05-01T20 972Z"></div>
<div class="mktoClear"></div>
</div>
<div class="mktoFormRow"><input type="hidden" name="comment_capture" class="mktoField mktoFieldDescriptor mktoFormCol" value="" style="margin-bottom: 10px;">
<div class="mktoClear"></div>
</div>
<div class="mktoButtonRow"><span class="mktoButtonWrap mktoSimple" style="margin-left: 11px;"><button type="submit" class="mktoButton">Download Now</button></span></div><input type="hidden" name="formid" class="mktoField mktoFieldDescriptor"
value="3375"><input type="hidden" name="munchkinId" class="mktoField mktoFieldDescriptor" value="069-KVM-666">
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Accept Cookies Cookies must be enabled in your web browser settings to continue. This website uses cookies to deliver functionality and enhance your experience. Please accept the use of cookies or review your cookie settings now. AI Assessment * Welcome * Questions * Results * Methodology WELCOME WELCOME As often one of the first interactions, contact centers play an integral role in shaping how customers view and engage with your brand. However, evolving customer expectations and technologies have caused organizations to rethink certain aspects of their contact center. One of the pieces to this puzzle is AI. How ready is your firm to adopt AI capabilities in your contact center? How do you compare to your peers? Where should you start or focus your AI investment? Find out now with this short assessment. NICE inContact commissioned Forrester to create the AI readiness self-assessment. The customized results and recommendations will provide insights into your organization’s readiness to adopt AI technologies and available next steps. The assessment should take less than 2 minutes to complete. Start QUESTIONS WHICH OF THE FOLLOWING, IF ANY, ARE YOUR COMPANY’S GOALS FOR THE NEXT 12 MONTHS? (SELECT ALL THAT APPLY.) Grow revenue Improve customer experience Improve our products and services Increase use of data insights in business decisions Improve our ability to innovate Don’t know 1 of 8 QUESTIONS HOW SATISFIED OR DISSATISFIED ARE YOU WITH YOUR ORGANIZATION’S CURRENT CONTACT CENTER TOOLS AND CAPABILITIES? (SELECT ONE.) Very dissatisfied Somewhat dissatisfied Neutral Somewhat satisfied Very satisfied Don’t know Very dissatisfied Somewhat dissatisfied Neutral Somewhat satisfied Very satisfied Don’t know 2 of 8 QUESTIONS WHAT CHALLENGES DOES YOUR COMPANY EXPERIENCE IN THE CONTACT CENTER? (SELECT ALL THAT APPLY.) Agents have to use too many diverse applications Too many data sources Balancing resources to meet operational goals, such as service levels Pressure to reduce costs while maintaining service levels Hiring and retaining agents Training agents Outdated or unstable call center technology Poor visibility into operations (poor reporting) Lack of integration between call center applications Lack of integration between call center applications and back office applications Difficult-to-use call center applications Difficult/expensive-to-maintain call center systems Difficulty forecasting and scheduling staffing None of these; we don’t have any challenges in the contact center Don’t know 3 of 8 QUESTIONS WHAT ARE YOUR COMPANY’S PLANS TO EMBED AI IN EACH OF THE FOLLOWING CONTACT CENTER APPLICATIONS? (SELECT ONE PER ROW.) WE DEFINE AI IN CONTACT CENTER APPLICATIONS AS, “CONTACT CENTER APPLICATIONS THAT STRIVE TO MIMIC HUMAN INTELLIGENCE THROUGH CONVERSATION (I.E., NATURAL LANGUAGE UNDERSTANDING AND RESPONSES), EXPERIENCE, AND LEARNING (I.E., MACHINE LEARNING).” Not interested Interested but no plans to implement Planning to implement in the next 12-24 months Planning to implement within the next 12 months Already implemented Expanding or upgrading implementation Don't know/does not apply Automatic call distribution matching agents to customers through their profiles Not interested Interested but no plans to implement Planning to implement in the next 12-24 months Planning to implement within the next 12 months Already implemented Expanding or upgrading implementation Don't know/does not apply Quality monitoring Not interested Interested but no plans to implement Planning to implement in the next 12-24 months Planning to implement within the next 12 months Already implemented Expanding or upgrading implementation Don't know/does not apply Workforce management Not interested Interested but no plans to implement Planning to implement in the next 12-24 months Planning to implement within the next 12 months Already implemented Expanding or upgrading implementation Don't know/does not apply Agent desktop automation/after-call work (RPA) Not interested Interested but no plans to implement Planning to implement in the next 12-24 months Planning to implement within the next 12 months Already implemented Expanding or upgrading implementation Don't know/does not apply Customer feedback Not interested Interested but no plans to implement Planning to implement in the next 12-24 months Planning to implement within the next 12 months Already implemented Expanding or upgrading implementation Don't know/does not apply Chatbots or conversational voice bots Not interested Interested but no plans to implement Planning to implement in the next 12-24 months Planning to implement within the next 12 months Already implemented Expanding or upgrading implementation Don't know/does not apply 4 of 8 QUESTIONS FOR EACH OF THE AREAS BELOW, HOW PREPARED IS YOUR COMPANY TO SUPPORT AI IN CONTACT CENTER APPLICATIONS? (SELECT ONE PER ROW.) WE DEFINE AI IN CONTACT CENTER APPLICATIONS AS, “CONTACT CENTER APPLICATIONS THAT STRIVE TO MIMIC HUMAN INTELLIGENCE THROUGH CONVERSATION (I.E., NATURAL LANGUAGE UNDERSTANDING AND RESPONSES), EXPERIENCE, AND LEARNING (I.E., MACHINE LEARNING).” Not prepared at all Somewhat unprepared Mostly prepared Fully prepared Don’t know/does not apply Strategy – determining the business value and creating the vision Not prepared at all Somewhat unprepared Mostly prepared Fully prepared Don’t know/does not apply Technology – identifying the needed tools Not prepared at all Somewhat unprepared Mostly prepared Fully prepared Don’t know/does not apply Processes – planning a road map, creating a plan for execution Not prepared at all Somewhat unprepared Mostly prepared Fully prepared Don’t know/does not apply Metrics – identifying the key KPIs Not prepared at all Somewhat unprepared Mostly prepared Fully prepared Don’t know/does not apply Talent – sourcing the needed expertise Not prepared at all Somewhat unprepared Mostly prepared Fully prepared Don’t know/does not apply Culture – creating a customer-centric culture Not prepared at all Somewhat unprepared Mostly prepared Fully prepared Don’t know/does not apply 5 of 8 QUESTIONS WHAT CHALLENGES DOES YOUR COMPANY EXPERIENCE WITH IMPLEMENTING AI IN CONTACT CENTER APPLICATIONS? (SELECT ALL THAT APPLY.) WE DEFINE AI IN CONTACT CENTER APPLICATIONS AS, “CONTACT CENTER APPLICATIONS THAT STRIVE TO MIMIC HUMAN INTELLIGENCE THROUGH CONVERSATION (I.E., NATURAL LANGUAGE UNDERSTANDING AND RESPONSES), EXPERIENCE, AND LEARNING (I.E., MACHINE LEARNING).” Lack of expertise to manage or utilize AI in the contact center Lack of internal resources to groom the data for AI applications Insufficient data to provide helpful insight for AI applications Difficulty finding the right AI partner Difficulty finding the right AI applications None of these; we don’t have any challenges with implementing AI in contact center applications 6 of 8 QUESTIONS WHAT STEPS HAS YOUR COMPANY TAKEN TO OVERCOME AI IMPLEMENTATION CHALLENGES? (SELECT ALL THAT APPLY.) Hired external support to help us optimize the value of AI tools Hired AI skilled technical staff to help procure and manage contact center AI applications Trained internal staff on AI tools and applications Initiated a series of proof-of-concept projects for AI applications to help expand our experience and knowledge Utilized the AI application provider training and implementation support services None of these; we have not taken any steps to overcome our challenges 7 of 8 QUESTIONS THINKING ABOUT THE NEXT 12 MONTHS, WHAT ARE YOUR COMPANY’S INVESTMENT PLANS TO SUPPORT AI IN THE CONTACT CENTER? (SELECT ONE.) WE DEFINE AI IN CONTACT CENTER APPLICATIONS AS, “CONTACT CENTER APPLICATIONS THAT STRIVE TO MIMIC HUMAN INTELLIGENCE THROUGH CONVERSATION (I.E., NATURAL LANGUAGE UNDERSTANDING AND RESPONSES), EXPERIENCE, AND LEARNING (I.E., MACHINE LEARNING).” Increase investment Keep investment the same Decrease investment Don’t know Increase investment Keep investment the same Decrease investment Don’t know 8 of 8 0 0 0 #N/A 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 #N/A #N/A #N/A #N/A Created with Highcharts 7.0.2Your organization today:0%20%40%60%80%100% #N/A #N/A #N/A 0 False False False False False False False False False False False False False False False False False False False False False False False False False False False False False False False False False RESULTS OVERVIEW RESULTS OVERVIEW While many companies are currently implementing or plan to implement AI-infused applications to augment contact center capabilities, 89% experience a variety of challenges in doing so. These challenges — lack of internal resources, lack of expertise, difficulty finding the right AI applications or partners — can be detrimental to business performance and prevent firms from maximizing the value their contact center can deliver to their business. However, the benefits far outweigh the challenges, and 95% of companies are taking steps to overcome AI implementation issues, primarily by seeking more training, expertise, and support from knowledgeable resources. To ensure AI bolsters contact center capabilities, companies need an effective road map for implementation. See what your next steps look like based on your AI readiness assessment. READINESS LEVEL: AI-AVERSE Your score of #N/A% makes your organization AI-Averse, like 25% of your peers. There are numerous strategy, technology, process, metrics, talent, and culture changes you can implement to reach higher levels of AI readiness. RECOMMENDATIONS: WHAT YOUR ORGANIZATIONS MUST DO Assess your customer service strategy and leadership awareness of the prospects and benefits of AI. Mature organizations will go way beyond the call deflection/call reduction approach; you need to determine where your leadership team resides on the maturity spectrum. Cost reductions are generally the entry point, so test to see if your organization is ready to take this step. If not, start the education process for your leadership team. Tap the experts for education and plan for your first pilot. Building up a level of understanding of AI in the contact center and its benefits is critical to understanding the cultural, process, and people changes needed to embrace the technology. This can be vendors, consultants, and analysts who study the market and can start the initial education and awareness. Preparing for your first pilot will require expertise to map out all the people, process, and technology investments required against a preliminary business case. Take an “outside-in” approach by developing a deep understanding of customer journeys. AI comes into play at many points in the customer journey, both within self-service and once a contact escalates to an agent. This is somewhat “table stakes” for any customer service organization, but it also helps lay the foundation for AI exploration. The “hot spots” in customer journeys are great prospects to start the journey of integrating AI into your contact center. Created with Highcharts 7.0.20%10%20%30%40%50%60%70%80%90%100% Download PDF READINESS LEVEL: AI-AWARE Your score of #N/A% makes your organization AI-Aware, like 59% of your peers. There are numerous strategy, technology, process, metrics, talent, and culture changes you can implement to reach higher levels of AI readiness. RECOMMENDATIONS: WHAT YOUR ORGANIZATIONS MUST DO Ensure chatbot investments achieve both automation goals and customer satisfaction. Most organizations will start out with the basic business case of deflecting requests for live agent support. So, did your first chatbot pilot achieve its goals for both contact deflection and retaining or boosting customer satisfaction? Make sure the metrics used for evaluating effective customer journeys line up with the AI investments. Check in with management on strategy, culture, and people changes. During and right after a pilot is the time to revalidate these elements to see if the organization is up to the task of learning and expanding AI more broadly in the entire contact center. At this stage, make the determination as to what level you want to develop internal expertise versus relying on vendors and outside consultants. No matter what, ensure you have enough internal expertise to provide the proper oversight of your AI investments. Lay out a road map for more expanded use of AI. An AI-enabled agent desktop, more insightful QA, optimized WFM, and enhanced routing are all possible improvements that AI could provide. As AI is highly dependent on feedback data, ensure that each application under consideration has a solid data model in place. Consider the following AI-enabled contact center applications: bots, interaction analytics, predictive analytics, process automation, and authentication. Created with Highcharts 7.0.20%10%20%30%40%50%60%70%80%90%100% Download PDF READINESS LEVEL: AI-DRIVEN Your score of #N/A% makes your organization AI-Driven, like just 16% of your peers. There are numerous strategy, technology, process, metrics, talent, and culture changes you can implement to stay ahead of the pack. RECOMMENDATIONS: WHAT YOUR ORGANIZATIONS MUST DO Keep checking in on the impact AI is having on your strategy, culture, people, and process. The best practice for any contact center is to always be on the lookout for continuous improvement. As AI has now taken hold broadly in your contact center, ask where the incremental refinements in customer journeys and operations are that can be achieved with deeper tuning and refinement. If AI is still missing from some applications, explore additional expansion. It’s not just the time at this level of maturity to simply tune the existing applications and their performance, but rather see if there are any other ones you haven’t deployed yet. Consider the following AI-enabled contact center applications: bots, interaction analytics, predictive analytics, process automation, and authentication. Ensure staff has opportunities to expand their knowledge. It will be years in the future when AI-enabled applications in your contact center mature. As the technology continues to evolve, ensure your staffing model incorporates ongoing training to keep them abreast of industry developments and opportunities. Created with Highcharts 7.0.20%10%20%30%40%50%60%70%80%90%100% Download PDF VIEW YOUR DETAILED RESULTS Fill in your details below to receive an explanation of your company’s maturity and thorough recommendations on how you can advance your maturity level. * First Name * Last Name * Business Email * Business Phone * Company * Country Select...CanadaUnited StatesAfghanistanÅland IslandsAlbaniaAlgeriaAmerican SamoaAndorraAngolaAnguillaAntarcticaAntigua and BarbudaArgentinaArmeniaArubaAustraliaAustriaAzerbaijanBahamasBahrainBangladeshBarbadosBelarusBelgiumBelizeBeninBermudaBhutanBolivia, Plurinational State ofBonaire, Sint Eustatius and SabaBosnia and HerzegovinaBotswanaBouvet IslandBrazilBritish Indian Ocean TerritoryBrunei DarussalamBulgariaBurkina FasoBurundiCambodiaCameroonCape VerdeCayman IslandsCentral African RepublicChadChileChinaChristmas IslandCocos (Keeling) IslandsColombiaComorosCongoCongo, the Democratic Republic of theCook IslandsCosta RicaCôte d'IvoireCroatiaCubaCuraçaoCyprusCzech RepublicDenmarkDjiboutiDominicaDominican RepublicEcuadorEgyptEl SalvadorEquatorial GuineaEritreaEstoniaEthiopiaFalkland Islands (Malvinas)Faroe IslandsFijiFinlandFranceFrench GuianaFrench PolynesiaFrench Southern TerritoriesGabonGambiaGeorgiaGermanyGhanaGibraltarGreeceGreenlandGrenadaGuadeloupeGuamGuatemalaGuernseyGuineaGuinea-BissauGuyanaHaitiHeard Island and McDonald IslandsHoly See (Vatican City State)HondurasHong KongHungaryIcelandIndiaIndonesiaIran, Islamic Republic ofIraqIrelandIsle of ManIsraelItalyJamaicaJapanJerseyJordanKazakhstanKenyaKiribatiKorea, Democratic People's Republic ofKorea, Republic ofKuwaitKyrgyzstanLao People's Democratic RepublicLatviaLebanonLesothoLiberiaLibyaLiechtensteinLithuaniaLuxembourgMacaoMacedonia, the Former Yugoslav Republic ofMadagascarMalawiMalaysiaMaldivesMaliMaltaMarshall IslandsMartiniqueMauritaniaMauritiusMayotteMexicoMicronesia, Federated States ofMoldova, Republic ofMonacoMongoliaMontenegroMontserratMoroccoMozambiqueMyanmarNamibiaNauruNepalNetherlandsNew CaledoniaNew ZealandNicaraguaNigerNigeriaNiueNorfolk IslandNorthern Mariana IslandsNorwayOmanPakistanPalauPalestine, State ofPanamaPapua New GuineaParaguayPeruPhilippinesPitcairnPolandPortugalPuerto RicoQatarRéunionRomaniaRussian FederationRwandaSaint BarthélemySaint Helena, Ascension and Tristan da CunhaSaint Kitts and NevisSaint LuciaSaint Martin (French part)Saint Pierre and MiquelonSaint Vincent and the GrenadinesSamoaSan MarinoSao Tome and PrincipeSaudi ArabiaSenegalSerbiaSeychellesSierra LeoneSingaporeSint Maarten (Dutch part)SlovakiaSloveniaSolomon IslandsSomaliaSouth AfricaSouth Georgia and the South Sandwich IslandsSouth SudanSpainSri LankaSudanSurinameSvalbard and Jan MayenSwazilandSwedenSwitzerlandSyrian Arab RepublicTaiwan, Province of ChinaTajikistanTanzania, United Republic ofThailandTimor-LesteTogoTokelauTongaTrinidad and TobagoTunisiaTurkeyTurkmenistanTurks and Caicos IslandsTuvaluUgandaUkraineUnited Arab EmiratesUnited KingdomUnited States Minor Outlying IslandsUruguayUzbekistanVanuatuVenezuela, Bolivarian Republic ofViet NamVirgin Islands, BritishVirgin Islands, U.S.Wallis and FutunaWestern SaharaYemenZambiaZimbabwe Download Now Bypass Registration COOKIE ACCEPTANCE IS REQUIRED TO REGISTER AND DOWNLOAD DETAILED RESULTS Accept Cookies NEXT STEPS DOWNLOAD YOUR RESULTS Download a PDF version of your results CONTACT NICE INCONTACT Have questions about how to get started? 1. Call NICE inContact at 1-866-965-7227 to talk to a specialist. 2. Learn more about NICE inContact solutions. LEARN MORE ABOUT 1. The Thought Leadership Study 2. NICE inContact Cxone 3. CXone Automation & Artificial Intelligence 4. NICE inContact Workforce Intelligence METHODOLOGY, DISCLAIMERS AND DISCLOSURES METHODOLOGY, DISCLAIMERS AND DISCLOSURES METHODOLOGY METHODOLOGY In this study, Forrester conducted an online survey of 307 organizations in the US, the UK, and Australia to evaluate adoption of AI in contact centers. Survey participants included decision makers in IT, customer experience, and contact centers who make contact center technology decisions. Questions provided to the participants asked about current contact center tools, plans to adopt AI in contact center applications, and challenges with getting started. Respondents were offered an incentive as a thank you for time spent on the survey. The study began and was completed March 2019. DISCLAIMERS Although great care has been taken to ensure the accuracy and completeness of this assessment, NICE inContact and Forrester are unable to accept any legal responsibility for any actions taken on the basis of the information contained herein. DISCLOSURES This interactive tool is commissioned by NICE inContact and delivered by Forrester Consulting. Required Inputs Please enter an answer for all of the fields on this screen before continuing to the next. Close Choose your country x English Accept Cookies Decline Close This website uses cookies to deliver functionality and enhance your experience. Please accept the use of cookies or review your cookie settings now. A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions (data inputs, website navigation), so you don’t have to re-enter data when you come back to the site or browse from one page to another. 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