Featured Blogs & Podcasts
Blog
Why Citi’s $500M Mistake Is Really A Design Debt Interest Payment
Bad user interface design cost Citi $500M in a painful example of how poor UX affects business results. It’s rarely as dramatic as a single $500M incident — at most companies, poor UX causes a steady drumbeat of avoidable mistakes that cost time and money.
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Blog
Inside The Black Box: Designing Sensors To Decode B2B Buying Signals
Moving from click-based engagement to real-time buyer enablement requires a change in approach. You likely already have signal-detection capabilities — the challenge is fine-tuning and scaling them.
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Becoming a customer-obsessed organization requires change — it requires being bold.
Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership, strategy, and operations.
Podcast
How Customer Service Will Evolve In 2021
The upheavals of 2020 forced customer service organizations to rapidly shift their operations. But which changes will become permanent? Explore the future of customer service in this episode of What It Means with VP, Principal Analyst Kate Leggett and Principal Analyst Ian Jacobs.
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Statement on COVID-19
Read our most up to date policies and procedures related to the coronavirus.
CIO Insights
Read Forrester’s latest CIO insights on how to balance innovation with practicality, big data with privacy, and the promise of emerging technology with the related risks.
Blog
How To Monetize Open Finance: Monetize Value; Price The Use Case
Open finance is driven not by regulators but by technologies such as open APIs. This is steadily changing distribution patterns within the industry toward embedded finance — a world of connectivity, with financial services meeting the needs of customers in the moment, in cars, in virtual agents, in shopping apps, and in online marketplaces. If […]
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Blog
Think Local To Stay Ahead Of The Competition
For the last several decades, organizations have been focused on creating solutions that allow them to reach the maximum number of customers with the minimum cost, with a focus on growing global, scalable operations. Cloud computing and reduced complexity in integrating services have enabled tech organizations to support the growing global ambitions of organizations. For […]
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Entering The New Normal
Struggling to determine the long-term impact of the pandemic? This guide outlines the five most pressing pandemic-related shifts business and IT leaders must consider moving forward.
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