Featured Blogs

I wasn’t on the ground at Cisco Live in Las Vegas this year, but I stayed closely plugged in, comparing notes in real time with Joseph Blankenship, Carlos Rivera, and James Plouffe, who were navigating the show floor, breakout sessions, and keynotes (their blog on Cisco Live 2026 is coming soon!). My own take is […]

Forrester assessed 41 major US retailers for our Total Experience Score to determine how well brands win and serve customers. Retailers have work to do: The average Total Experience Score across all retailers was a mere 59.1 on a 100-point scale. Still, retail did improve compared to last year, increasing a statistically significant 0.4 points […]

You already have journey maps. That’s not the problem. Last week, in a portfolio discussion, a team reviewed a backlog of work worth millions. What was missing? A clear view of which customer journeys they were improving — or breaking. When CX teams position journeys as tools or CX deliverables, they circulate journey insights but fail […]

Real-time data is reality. It is the context that represents the physical and digital reality of what is happening in your business right now. That context is what AI agents need to make accurate decisions and take appropriate actions that affect customers, operations, the workforce, and the market. Unlike humans, AI agents act at digital […]

CX Summit EMEA brought CX, digital and marketing leaders together to challenge them to build the experience AI can’t. We focused on earning trust, aligning teams, and turning experience strategy into something that actually operates at scale. We added an employee lens to our Total Experience framework to draw a clearer line between employee experience […]

Many AI efforts stall at experimentation. At Forrester’s AI Forum 2026, technology leaders will learn how to architect context, intent, and skills into an operating model that turns AI activity into measurable business outcomes.

AI raises the stakes for experience leaders. Insights from CX Forum East show that without trust, strong data, and prepared teams, AI simply scales what’s already broken — but with the right foundation, it can unlock entirely new kinds of customer experiences.

Forrester’s recent discussions with leaders from Google Cloud, Apply Digital, and Aptar highlight that scaling AI depends less on model capability alone and more on usability, cocreated workflow redesign, and focusing on minimum viable data rather than waiting for full data readiness. Even the most advanced AI solutions fail to scale if they are complex to use, so leading organizations simplify interactions through structured workflows, redesign processes with end users, and prioritize high-impact data to prove value quickly and sustain momentum.

Hyland CommunityLIVE 2026 was held in Orlando last week, bringing Hyland’s customers together from across its product portfolio — OnBase, Alfresco, Nuxeo, and Perceptive. CEO Jitesh Ghai, CTO Tim McIntire, and CPO Michael Campbell delivered the next iteration of Hyland’s vision and roadmap, evolving its positioning of the Content Innovation Cloud and Hyland’s role in […]

Has your B2B organization successfully navigated complex buying dynamics to achieve results? We’d love to hear from you if so. Share your story for a chance to be honored at our B2B Forum EMEA in London.

AI agents are forcing change to marketing strategies. Learn how to get ahead of the shift.

Get Forrester data on how business applications are purchased by IT and business stakeholders.

You know the pattern: I show up, tell a story from a seat I actually sat in, and we get into what it takes to lead technology when the official playbook and the real one are two different documents. Today’s topic is governance, which I realize is not the word that makes anyone lean in. Nobody pitches “Let’s talk about […]

Forrester’s 2026 health insurer experience rankings signal the end of a prolonged decline — but it’s too soon to declare victory just yet. Read the takeaways from this year’s report.

I’m thrilled to announce the publication of ​​​The Forrester Wave™: Accounts Payable Invoice Automation Software, Q2 2026! This is the second edition of this evaluative research (you can find the first here). This report helps our clients navigate the complexities of the rapidly evolving finance automation market and offers insights into how fast-evolving agentic AI […]

The ban marks a moment where government regulation is catching up to consumer expectations. But it's not just about online safety — it's a regulatory demand that will influence social media platform experiences and product decision-making.

On Friday, June 12, the same model class covered by our previous blog post went dark. Anthropic suspended Fable 5 and Mythos 5 worldwide after the US Department of Commerce issued an export control directive, which led to requests from prominent cybersecurity pros to undo the action. The bypass that triggered the export controls, per […]

AI agents may soon be able to shop and pay on consumers’ behalf. But today, most consumers aren’t willing to hand over the keys — trust is the real barrier. Learn more.

And just like that, another major streaming consolidation deal is in the works. Fox Corp. has agreed to acquire Roku in a $22 billion cash-and-stock deal, bringing together one of the largest owners of live sports and news with one of the most widely used connected TV platforms. The deal gives Fox access to more […]