Featured Blogs

Answer engines such as OpenAI’s ChatGPT and Google’s AI Mode will deliver convenience to holiday shoppers. Brands: Provide resonant, technically sound, fresh content to improve your chances of persuading shoppers throughout their journeys on answer engines’ results pages.

Since ChatGPT burst onto the scene three years ago, search engine optimization’s marketing problem has been solved. Rather than the redheaded stepchild of marketing, SEO is now critical to brands’ growth. Today’s buzziest acronyms — AEO (answer engine optimization), GEO, AIO, LLMO, etc. — trade on SEO’s currency, sell against SEO, and inadvertently energize SEO’s […]

There is a shift underway toward experience-driven service-level management (SLM). Learn how to transform your SLM strategies to prioritize user experience and stay ahead in the dynamic IT landscape.

AI is no longer optional in enterprise service management. Discover how leading platforms are using intelligence to drive efficiency, improve service, and deliver business value.

At Microsoft Ignite 2025, Microsoft outlined a vision for the “frontier” organization: one dramatically transformed through AI and AI agents. Learn about some of the major announcements and our analysis here.

I just got back from TBM Conference 2025 in Miami, where more than 800 practitioners, vendors, and consultants gathered to discuss the future of technology business management (TBM). The message was clear: TBM is more approachable than ever before. It’s also becoming a foundation for cost transparency and value alignment outside of IT. Here are […]

Stop chasing the automation rainbow. The hard truth is that pushing AI to replace people often breaks the very processes you’re trying to fix. We explore why “productivity” doesn’t always mean fewer FTEs and how to shift your strategy from headcount reduction to human empowerment.

When it comes to estate settlement, customers want three things from their banks: clear guidance, responsive service, and digital tools that work. Banks have an opportunity to step up and make estate settlement less painful. Find out how to get started.

The only constant in our world is change. This axiom was proven once again during Forrester’s research into intelligent document processing (IDP) for the 2025 update to our document mining and analytics platforms (DMAPs) landscape report. Here’s some of what we found. In the DMAP space, where IDP is the most common use case, generative/agentic […]

Cyber risk quantification (CRQ) vendor SAFE announced that it acquired unified vulnerability management vendor Balbix. The acquisition helps SAFE grow its proactive security platform. Proactive security platforms support all three principles of proactive security: visibility, prioritization, and remediation. Balbix ingests data from other vulnerability sources for visibility, prioritizes high-risk vulnerability and misconfigurations, and helps orchestrate […]

The noise in and outside of cybersecurity is constant, with new threats, new tools, and new expectations. Thriving in this environment doesn’t take luck; it requires discipline. And right now, the backdrop is intense: nearly 1 million job cuts this year, workloads rising, and responsibilities shifting, leaving everyone uncertain. Those who remain are not necessarily […]

This blog answers five key questions about agentic payments and provides a timeline of key events in agentic commerce and AI-assisted payments.

Some of the biggest online platforms in the world were recently knocked offline by an automatically generated configuration file that grew too large. In a world plagued by security threats, operational failures can still happen even in your favorite cloud service. Find out why and how to reduce your risk.

Modern businesses need solutions that are agile, responsive, and proactive. Automation must do more than execute tasks: It needs to enable faster decisions, reduce complexity, and free your team from firefighting to focus on innovating. This research uncovers the six forces driving the shift to smarter workload automation. These aren’t just trends — they’re challenges that businesses must address to stay competitive.

You’re already feeling it. Each vendor’s site is a live demonstration of its platform’s capabilities. Optimizely leans into experimentation-led personalization; Adobe’s Experience Platform is orchestrated with precision; Salesforce blends CRM depth with conversational interfaces; Sitecore showcases agentic flows that guide content and conversion. These aren’t static pages. They’re dynamic systems that anticipate your needs, route […]

Discover why observability-driven development (ODD) is the key to faster, safer, and smarter DevOps pipelines. Learn how to shift from reactive firefighting to proactive innovation.

This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI chatbot. Doug shares the organizational mindset, executive commitment, and rapid development cycles that helped Forrester bring a generative AI solution to market ahead of other research organizations. Doug shares candid insights on balancing speed with accuracy, the importance of grounding AI responses in trusted research, and the ongoing challenges of collaboration and client engagement.

In an ideal world, brands would focus on ensuring that their customers realize value. But organizations struggle with cross-functional collaboration, conflicting team metrics, and strategies that prioritize revenue growth over total experience. And that’s just the business side — technology infrastructure can be just as problematic. Although there’s no simple solution, investments in real-time interaction […]

In the era of AI agents, most organizations could benefit from AX (agent experience), the discipline to prepare an organization to successfully integrate agents as collaborative partners with the human workforce. Learn more about these five specific AX skills: knowledge curation, change management, critical thinking, interaction skills, and agent oversight.