Featured Blogs

In some countries, the debate around technological sovereignty has been framed as a race toward independence. Governments have invested billions in sovereign cloud initiatives, national AI programs, semiconductor manufacturing, and critical infrastructure under the implicit assumption that sovereignty means self-sufficiency. But that assumption is detached from reality.

We know that companies right now are heavily investing in customer service technologies with embedded AI capabilities. Companies are using these technologies to agentify the way that they deliver, manage, and optimize customer service. This is because these technologies are really good at making operations more efficient and empowering customer service reps to deliver great […]

After three decades in IT, I’m now watching the fifth major innovation cycle of my career: I’ve seen PC networking, internet/dotcom, enterprise integration and automation, cloud and mobile, and now AI. As this next era takes shape, becoming an analyst with Forrester felt like the logical next step. I’m moving from building products to helping […]

Microsoft’s July 2026 announcement that passkeys will become the default authentication method for all users in Microsoft Entra ID is a clear inflection point for phishing-resistant MFA adoption. Beginning September 1, 2026, Microsoft will automatically enable passkeys for users currently relying on SMS or voice authentication, and by February 1, 2027, Microsoft will retire its […]

Europe is moving platform accountability upstream, placing new scrutiny on the algorithms and design choices that shape social media experiences. For marketers, the bigger story isn't regulation itself — it's what growing consumer distrust means for the future of audience insights and targeting.

AI is changing how B2B brand and communications teams invest, operate, and prioritize work. As companies look for practical ways to apply AI across marketing, leaders are reevaluating program investments, talent needs, and the capabilities required to drive growth. Forrester’s 2026 Brand And Communications Survey reveals a more deliberate approach to these decisions, particularly in areas tied to digital engagement, brand visibility, and influence.

B2B marketers have long relied on agencies for scale, specialized expertise, and execution support across brand and communications. In fact, 93% of respondents to Forrester’s 2026 B2B Brand And Communications Survey use agencies in some capacity. What is changing is the relationship itself, as AI-driven efficiencies enable teams to bring more work in-house.

The technology industry has always been immature compared with the manufacturing, automotive, telecommunications, and oil and gas industries. In those industries, tier-one suppliers are deeply embedded in the operations of the end producer, tier-two suppliers are embedded in the operations of the tier-one suppliers, and so on. Boeing planes would fall out of the sky […]

Agentic AI is moving fast. Enterprises are shifting from experimentation to real deployments — using AI agents to act, not just answer. This should put integration at the forefront. After all, an AI agent without integration is merely an answer engine, it cannot take action. Yet many organizations are repeating a familiar mistake: building AI […]

Most organizations have journey maps, dashboards, and customer insight. Many struggle to turn them into meaningful decisions. In this CX Cast episode, learn how to bridge the gap.

Budget optimism is rising as 2027 approaches — but more spend alone won’t improve outcomes. Use this moment to reset your AI investments. Prioritize the readiness, governance, and context required to make it truly work.

Agentic development platforms (ADPs) move AI-enhanced development from experimentation to enterprise decision-making. As AI coding assistants evolve into platforms that can coordinate agents, manage context, and automate work across the software development lifecycle (SDLC), technology leaders need a clearer view of which vendors matter, how they differ, and where the market is heading. ADPs are […]

PlayStation recently made an announcement that, starting in January of 2028, it will stop producing physical game discs. Going forward, games will only be released as digital versions in both the PlayStation Store and at physical retailers. Sony claims that this is in response to “shifting trends in consumer preference,” but our data says otherwise.

Every B2B CMO I talk to right now is asking a version of the same question: What roles do I need on my team for the future? It is a fair question. It is also the wrong one to lead with. AI is not changing marketing by introducing a fixed set of new jobs to […]

Even as more organizations adopt advanced measurement techniques, the perceived actionability of that measurement hasn’t kept pace. According to Forrester’s 2025 and 2026 global marketing surveys, adoption of marketing mix modeling and incrementality testing increased substantially year over year, but 49% of B2C marketing decision-makers in 2026 still say that analytics findings don’t translate into […]

Last October, I published a blog proposing a different mental model for AI agents: Treat them as cognitive skills and products, not as digital employees. That framing has since resonated strongly with Forrester clients, particularly technology leaders building agentic capabilities inside the enterprise. But the concept of a cognitive skill in that blog was deliberately loose. […]

For the past two years, many AI stories have followed the same script: Automate work, reduce headcount, and cut costs. IKEA chose a different path, and its results offer an important lesson for leaders navigating the AI era. Even though this story is years old, it holds key insight into grappling with the workforce impacts of AI. What Happened At IKEA? […]

AI is accelerating the pace of product innovation and forcing portfolio marketing and product management leaders to rethink how they allocate resources, measure value, and bring offerings to market. To keep pace, Forrester’s new report, Budget Planning Guide 2027: Portfolio Marketing And Product Leaders Must Keep Pace With AI-Driven Innovation, emphasizes the imperative to shift […]

Customers can achieve the goal of their journey and still feel uncertain, frustrated, or less loyal afterward. Forrester launched an annual journey benchmarking study to understand what makes journeys so valuable to customers that they reward the brand with their positive emotions and loyalty. The study examines what drives customer perceptions of value across different […]