Featured Blogs

Journey orchestration is moving beyond dashboards to drive decisions and real-time action.  Joana de Quintanilha joins Martin Gill to explore findings from the latest journey orchestration Wave evaluation, how AI is reshaping the market, and what buyers need to turn journey intelligence into measurable business value. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: […]

This is a really dangerous question that can lead your CX efforts astray and waste your time. If you don’t believe me, bear with me… does this feel familiar? You are doing all the “best-practice” things: measure Net Promoter Score℠ (NPS) at relationship level, customer satisfaction (CSAT) in key journeys, and ease at the touchpoint […]

For decades, cybersecurity professionals have relied on the principle of least privilege: Only give identities the access needed to perform their jobs. That principle remains essential. But AI agents have exposed its limits. An AI agent can have exactly the right permissions and still do the wrong thing Consider an agent authorized to issue customer […]

Apparently, the US midterm elections are not all that happened yesterday in terms of big news: CVS has announced that it’s officially breaking up — and this time, it means it. CVS will split retail pharmacies from PBM operations and insurance CVS Health plans to break up its $117 billion business, separating its retail pharmacies […]

“Build AI that knows your business” is a tagline that SAP uses in its online collateral, and AI tooling with business context sits at the core of several announcements SAP made at TechEd 2026 in Berlin on October 27–29. We came away with the impression that SAP’s most powerful differentiators are at risk of being […]

Each year, Forrester and the Disaster Recovery Journal (DRJ) team up to launch a study examining resilience. We survey people on different topics in resilience such as disaster recovery, but this time, the focus is solely on business resilience, including business continuity and operational resilience. No matter whether your program’s goals are to create business […]

“How do we measure the ROI of AI?” “AI costs are going up. How do we prove the ROI?” These questions — coming mostly from IT — start more of my client engagements than any other. As usage of AI credits ramps up and token costs roll in, it’s IT that foots the bill and […]

Salesforce has agreed to acquire Cresta, adding voice agents, real-time agent assistance, and conversation intelligence to its customer service portfolio. Salesforce already owns much of the customer context and many of the systems where customer service work gets done. What it lacked was a credible conversation intelligence offering to understand what happens within those interactions […]

Tech executives keep asking, “Should we slow down AI adoption?” It is the wrong question. Your application vendors have already answered a more consequential one: how much autonomy your agents will get, what that autonomy will cost, and who will control it.

The week of October 20 was unusually chaotic, even without the PHP news. Not only did teams need to scramble to identify and understand the impact of emergency PHP vulnerabilities, but there were also critical vulnerabilities in Node.js, cryptographically weak keys issues by a certificate authority, exploited vulns in network security equipment, and potentially accidental […]

AI capacity is the new FinOps challenge. Learn why securing and governing scarce AI infrastructure is becoming a business priority.

At last year’s Tencent Cloud International Summit, we described Tencent’s strategy as a tale of two engines: AI as the intelligent engine and globalization as the expansion engine. A year later, those engines remain important, but they are becoming more closely connected. Agentic AI is moving from models and experiments into the everyday environments where […]

In my personal world, the end of summer and arrival of fall means a few things: cooler temperatures, college football Saturdays, and NFL on Sundays. And it’s a signal that we are rapidly approaching the holiday season. In my professional world, this time of year indicates a different kind of season: setting go-to-market (GTM) strategies […]

AI browsers, such as Perplexity’s Comet and OpenAI’s (already sunsetted) Atlas, promised to reinvent how consumers navigate the internet, yet these dedicated AI browsers have struggled to achieve mainstream adoption. Forrester’s July 2026 survey of its ConsumerVoices Market Research Online Community found that only 8% of respondents use AI browsers often while 61% never use […]

AI is reshaping the cloud market as providers face intensifying global competition, industry consolidation, and growing infrastructure constraints. In 2027, cloud leaders will need to balance rapid innovation with portability, resilience, and cost discipline.

AI agents retrieve information and interpret it, create new content, interact with systems, and act on a user’s behalf. That changes the data security conversation. For years, security leaders have worked to understand where sensitive data lives, who can access it, and how to prevent inappropriate use or disclosure. Those challenges have not disappeared. In […]

If the first chapter of the AI era was about proving that the technology works, then the second was about understanding and managing its risks. The third (emerging) era will be won by leaders who know where AI belongs, where humans matter most, and how to orchestrate both into measurable growth. Stop Asking “Can We?” […]

Organizations don’t have to choose between running today’s business and transforming it for tomorrow. The real challenge is designing an operating model that enables both. Learn why clear ownership, decision rights, standardization, and planning are becoming essential to scaling AI and creating a repeatable capability for change.

Learn key lessons from Finacle Conclave 2026 on building an AI-native bank through composability, modernization, and process redesign.

I never expected Shaggy to show up in a law firm’s analysis of AI risk, yet here we are. Shaggy’s memorable defense was “it wasn’t me.” Meta is giving it a contractual upgrade: It was our technology, but it’s your responsibility. The update to Meta’s commercial terms puts broad responsibility for its AI features and […]