iAdvize: A “Strong Performer” In Digital Customer Interactions

Forrester, one of the world's most influential independent research and advisory firms, has released a new report dedicated to analyzing digital customer interaction solutions. It identifies and evaluates the top providers in this field for the second quarter of the year, aiming to guide business leaders and decision-makers. iAdvize has been selected as one of the 11 most significant companies and recognized as a "Strong Performer" in The Forrester Wave™: Digital Customer Interaction Solutions (DCIS) Q2 2024, noting that it excels at conversational commerce.

Where iAdvize Was Recognized as a "Strong Performer"

iAdvize was named a “Strong Performer” in “The Forrester Wave™: Digital Customer Interaction Solutions (DCIS) Q2 2024 - The 11 Most Significant Providers and Their Rankings”, and received top scores possible in eight criteria. Below are the criteria and our perspective on them:

• Conversational Commerce

From the beginning, iAdvize has had a simple mission: make brands conversational. We’re driven by the idea of humanizing the online buyer journey to create a digital shopping experience as rich and seamless as the one they expect in-store.

• Interaction Design

The customer experience is a major factor in facilitating satisfying and effective conversations over digital channels. The e-commerce user experience is essential, and there’s always a focus on making it even more frictionless and tailored to customers.

• Proactive Engagement

In the ultra-competitive world of e-commerce, and diminishing consumer attention spans, being able to connect with shoppers at the exact moment they need support, even going so far as to proactively anticipate their needs, is crucial. In line with interaction design, iAdvize has developed a new feature called Conversation Starters, which is a new conversational engagement format natively integrated into the flow of a brand’s product pages.

• Generative AI

To enhance brand-consumer interactions and increase online sales, we developed Trusted Generative AI—a secure, compliant artificial intelligence to power our solution. From there, we built our AI shopping assistant, iAdvize Copilot™, to help shoppers discover, choose, and buy products. Forrester cited this tool’s product recommendations use case as powerful.

• Adaptive Digital Strategy Optimization

Flexibility is key in conversational commerce. With consumer and brand needs always evolving, consistent and high-quality customer support is necessary. For this reason, it's essential to have integrated reporting and analysis tools within the customer interaction solution that connect operations to business objectives. This is the case with the reports available in iAdvize, which provide actionable insights for optimizing strategies.

• Vision

The report notes iAdvize's focus on transforming e-commerce into a conversational experience through our iAdvize Copilot™ for Shoppers and iAdvize Copilot™ for Agents suites, powered by our Trusted Generative AI solution.

• Innovation

In the report, Forrester also evaluates the ability to innovate. With the highest score possible in this criteria, iAdvize demonstrates our commitment to revolutionizing brand-consumer interactions into the future.

“iAdvize is an excellent fit for e-commerce and digital business leaders open to rethinking traditional engagement paradigms and incorporating conversational experiences in new ways.”

Forrester

• Roadmap

iAdvize’s product development plan translates our vision and innovation goals into tangible products soon to be available for e-retailers. It’s essential to have a comprehensive roadmap like this that's both reflective of customer needs and ambitious.

These scores are a positive signal for iAdvize, as highlighted by President Mike de la Cruz:

“Being named a 'Strong Performer' in the Forrester Wave is a key milestone in iAdvize’s history. This recognition validates for us our commitment to innovation and our position as a leader in customer-facing generative AI for e-commerce. We are inspired to reinvent the purchasing journey, enabling e-commerce brands to grow, increase conversion by 10x, and automate 75% of interactions for an unrivaled customer experience.”

Mike de la Cruz, President at iAdvize

For more information, discover the full report here, available to Forrester subscribers or for purchase.