Featured Blogs

At Gainsight’s Pulse conference last month, CEO Chuck Ganapathi shared a question he said every customer-facing leader is hearing from their board: How do I use AI to drive higher retention? That framing was intentional, and it wasn’t set up to be a product announcement; it was a positioning statement for the company. And it set the stage for everything that followed. The company introduced a brand-new focus at […]

Customer success (CS) and customer experience (CX) are often discussed interchangeably, and for good reason. Both exist to improve customer outcomes, and both play essential roles across the customer lifecycle — but they are not interchangeable. Much like a paramedic and an ER physician, CS and CX contribute at different moments and with different tools […]

Anthropic’s Fable 5 and Mythos 5 is the most 2026 product launch you’ll read this year. The same model can find nation-state zero days, design novel drug candidates, and play FireRed on a Gameboy Advance with nothing but screenshots. And for the gaming fans out there, yes, we got Fable 5 before Fable 4. These […]

AI innovation is moving at an unprecedented rate, and geopolitical tensions show no signs of easing. Forrester identifies these factors as two primary forces reshaping the threat landscape, placing additional strain on CISOs who are already stretched thin managing increasingly complex security programs. Anthropic’s Claude Mythos Preview and Project Glasswing are early signals of how […]

Within four months, Uber burned through its entire 2026 AI budget. It then capped every engineer at $1,500 a month. Similarly, ServiceNow exhausted its full-year Anthropic coding budget in the first few months. Even Microsoft is winding its own engineers off Claude Code. All these examples remind me of the cloud bill shock of a […]

CX Summit EMEA explored the real AI opportunity: building trust, strengthening foundations, and reimagining experiences — not just making them more efficient.

If you’ve ever tried to meet someone “at Ray’s Pizzeria” in Manhattan, you already understand the contract lifecycle management (CLM) market. “Original Ray’s.” “Famous Ray’s.” “World Famous Original Ray’s.” Same name, similar awning, very different experience. That’s CLM right now: Vendors sound alike, but they’re not built alike. Diverse Functionality, Copy-Paste Claims Every vendor is […]

Generative AI has moved beyond hype to fundamentally reshape how work gets done. See how Forrester is applying AI to its own business — embedding trusted insights into everyday workflows to help clients make faster, better decisions with confidence.

Real-time fraud decisioning is now table stakes for enterprise fraud management (EFM) in Asia Pacific. The harder challenge is finding an EFM solution that can keep pace with each organization’s operating model, regulatory obligations, and market-specific complexity. How organizational profiles affect banks’ EFM solution choice In our latest report, Buyers’ Guide For Enterprise Fraud Management […]

Our new report, Death Of The Retail Website As We Know It (Agentic Commerce Transforms Retail Strategy), takes you deeper into our findings. Forrester clients: Register for our webinar on June 30 or watch the replay!   Retail websites are being sidelined by something that is more conversational and better aligned to how people want […]

On June 2, 2026, security researchers published a paper about the creation of an AI worm. The headline is as subtle as a fire alarm: This lab experiment of a worm is no longer just code that blindly crawls across your environment; it leverages AI models and can now reason, execute, and learn in complete […]

On May 28, we joined the research community at UserTesting’s Crafted event in Seattle. The energy was palpable, with passionate researchers and designers eager to evolve their craft responsibly and effectively in the age of AI. A clear takeaway of the event was that building fast doesn’t matter if you’re not building the right thing. As AI makes creation easier, decisions […]

So far in 2026, software development has already crossed a clear threshold. GenAI is no longer just helping developers to write code faster; it is reshaping how software is planned, built, tested, and delivered. Forrester’s recent report on The State Of Agentic Software Development, 2026 shows that TuringBots are now becoming agentic, not just AI […]

Money20/20 Europe 2026 reveals how agentic AI, programmable money, and trust are reshaping finance into an intelligent, AI‑driven ecosystem.

Learn how AI is transforming — not replacing — human-centered design, accelerating workflows, and helping teams deliver better customer experiences.

If you’ve got a product that’s aimed at developers but consider developer relations as solely a marketing function, you’re making a mistake. You might find: Competitors appear to have insights that your marketing team misses. Your products lack key features compared to others on the market while you spend time building things that your metrics […]

AI makes it easy to generate ideas. The hard part is deciding which ones deserve investment. In this episode of CX Cast, Forrester Principal Analyst Manuel Geitz joins Angelina and Martin to unpack how AI is fundamentally reshaping the innovation lifecycle from ideation to commercialization. Manuel explains why AI’s real advantage isn’t speed or scale, but […]

Join us July 14 to learn how CIOs and tech leaders turn AI into measurable business outcomes. Bring clarity, accountability, and value to your AI strategy.

Welcome back! Last time, we cracked open the box and discovered that the “strategy” was really a stack of inherited decisions, held together with assumptions, good intentions, a few layers of duct tape, and the occasional vendor relationship nobody can fully explain. We watched it come apart under a divestiture, get reassembled in real time, […]