Featured Blogs

Clients often ask us, “What are personalization best practices?” But depending on the organization, the word “personalization” can mean very different things. “Personalization” is multifaceted and needs a qualifier such as personalization initiatives, personalization programs, personalization capabilities, personalized tactics, personalized interactions, personalized moments, consumer personalization, or business personalization. Forrester definies personalization as:  The use of […]

AI-powered search is rapidly reshaping how B2B buyers discover, evaluate, and engage with providers during the purchasing process and postsale experience. Today’s buyers ask questions that require more than simple keyword matches. They expect modern search environments—from generative AI-based answer engines to AI agents—to understand their intent and deliver responses that are contextually relevant, credible, […]

How can AI become your organization’s superpower? Find out in this review of FedTalks 2025, the largest annual gathering of federal government leaders, C-level executives, tech innovators, and public-sector change-makers.

Forrester’s 2025 CX Index shows US federal agencies outperforming utilities — but overall CX stagnating. Read the full report for agency insights.

By the end of the coming year, marketing agencies will have materially changed. For CMOs, agencies will no longer act solely as your agents but also as owners of solutions, resellers of technology partnerships, and developers of emerging capabilities.

AI red teaming blends offensive security tactics with safety evaluations for bias, toxicity, and reputational harm. It’s messy, fragmented and, most of all, necessary. Get six tips to get started on an AI red team that actually works in this preview of our upcoming Security & Risk Summit.

Circular economy initiatives often lack a holistic approach, leading to varied interpretations and applications. Learn the six key components that play a crucial role in applying circular economy principles in IT.

Like Cyrano, AI often acts as the unseen ghostwriter, strategist, or partner, offering insights or phrasing that feel more articulate and persuasive than our own. But, as in the play, this arrangement introduces social complexities, ethical dilemmas, and maybe even heartbreak.

This month on The CX Cast, we explored the realities of leading customer experience in a rapidly evolving world. From reimagining mobility to fixing change management failures and even preparing the next generation of CX leaders, as always, we provide practical advice you can apply today. Here’s what you missed and why you should catch […]

AI is transforming the skills that CX professionals need to succeed. Discover how University College London prepares future CX leaders for an AI-driven world with practical skills, real projects, and lifelong learning strategies.

Martin is joined by Debra Eddy, guest lecturer at University College London (UCL), to discuss how universities are preparing the next generation of CX leaders. Debra shares her journey from fast-moving consumer goods marketing to academia, and how UCL builds real-world skills and employability for students while adapting to changes brought by AI.

Mobile banking is now the primary channel for Australian online adults. Learn how Australia’s four biggest banks are adapting to meet the mobile banking needs of their customers.

To meet rising energy demands without overwhelming traditional power grids, data centers are exploring more efficient and sustainable energy solutions, such as cogeneration — aka combined heat and power (CHP). Learn three of the key benefits of CHP in this post.

Why did the UK government extend a £1.5 billion guaranteed loan to Jaguar Land Rover after a debilitating ransomware attack? And what can your security team learn from it? Find out in this post.

Sovereignty is no longer optional. Geopolitical tensions, tariffs, and regulatory pressures have made digital sovereignty a permanent concern for tech leaders. But chasing full sovereignty across your IT stack can lead to decision paralysis, ballooning costs, and operational complexity. Instead, organizations should aim for what Forrester calls minimum viable sovereignty — a pragmatic, risk-based approach […]

Read highlights from the Forrester report, “The Digital Asset Management Systems Landscape, Q3 2025,” which covers how organizations use DAM systems to deliver cost-effective and performant digital experiences, democratize content access and transformation, and secure and extend brand value.

For brand manufacturers, the contextualized interactions enabled by dynamic commerce are becoming a blueprint for growth. Learn how to leverage this now to maintain a competitive edge.

At the 2025 Alibaba Cloud Apsara analyst conference in Hangzhou, China, Alibaba Cloud reinforced its position as an AI‑native cloud provider, delivering a full‑stack AI architecture and expanding its global ecosystem.