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There is so much excitement about how AI is changing customer service operations. What was once a reactive, cost-heavy, and manual function into a proactive function that drive revenue growth. C-level executives and board members are more than curious. They are leaning heavily into the ROI potential of AI in customer service technology. Our research […]
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A month ago, I launched new research on responsible AI (RAI) solutions. Forrester defines RAI solutions as software ensuring that organizations’ AI models and systems are explainable, accountable, and trustworthy. In that research, I redefined RAI in three critical components of explainability, accountability and trustworthiness. Some technology vendors declined to participate, stating that responsible AI is […]
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“What coding?” Vibe coding is the cute term for using genAI systems to create, debug, or update programming code. People can use it without knowing how to write a line of code themselves. What this means: Lots of people are generating code they don’t understand. It’s not just developers using these tools to code faster; for example, it’s schoolteachers writing their […]
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MWC 2026 in Barcelona made one thing clear: The 5G hype has finally cooled, and the industry is sprinting toward what’s next. While I was on the ground navigating the chaos of the Fira, my partner Octavio was tracking the global signals from the digital sidelines. Between my sore feet and his high-level view, we’ve […]
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As the Shopify-OpenAI partnership appears to be ending, a new alliance may be set to dominate. Learn how it could unfold and what the implications may be.
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Many IT leaders are reconsidering whether their service management platform still meets the needs of a modern enterprise. Explore the hidden constraints of legacy systems, the risks that derail migrations, and the practices that distinguish successful IT service management transformations from those that fall short.
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In the second half of 2025, security and risk (S&R) leaders in APAC and EMEA continued to grapple with familiar pressures, but they reprioritized how they address them. While AI; governance, risk, and compliance (GRC); and third-party risk management (TPRM) stayed stubbornly on top of the charts, application security and security organization structure resurfaced with […]
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The demos all blurred together — another week, another vendor pitch. Slide after slide promised a “single source of truth,” “360-degree visibility,” and “seamless collaboration across the enterprise.” The names and interfaces changed, but to the enterprise architecture (EA) leader in the room, it all felt like the same story with a different logo on […]
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B2B event teams are operating under sustained pressure. Budgets are constrained, audience expectations are evolving, and large volumes of event content and data remain underused. At the same time, leaders are under pressure to demonstrate clearer impact from every event they run. AI offers a way to respond to these pressures. It can improve team […]
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Conga Connect 2026 demonstrated how momentum builds when coordination, connection, and customer focus come together. The event showcased the successful unification of Conga and PROS through a new brand, connected strategy, and clear product roadmap. Customer stories brought the vision to life, highlighting tangible business impact from a more integrated approach for configuring, pricing, and quoting. Like a well-run conga line, the organization is moving forward with purpose.
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Enterprise architecture has always existed to absorb complexity. But generative AI is testing that mandate in ways we haven’t seen before. Every day brings a flood of new models, tools, agents, claims, and counterclaims. Architects are expected to understand foundation models and retrieval architectures, advise on pilots, arbitrate platform decisions, and weigh emerging risks — […]
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Enterprise AI adoption is early and uneven, but consumption pricing shifts budget risk to CIOs now. Use the gap between vendor narrative and operational reality as negotiation leverage.
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Security leaders often assume that once they’ve invested in managed detection and response (MDR) services, the hardest parts of breach detection and response are behind them. Alerts are monitored. Playbooks exist. Someone is watching the environment 24/7. Then, they have a security incident. It escalates quickly. And the response feels less coordinated than expected. We […]
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AI is transforming how experience research is conducted — from planning to analysis — thanks to new tools like AI moderators. If you are a research vendor offering AI moderators or a researcher who has used AI-moderated interviews, I want to talk to you.
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Our new report on global public sector purchasing, based on data from Forrester’s Buyers’ Journey Survey, 2025, reveals a market full of opportunity but also increasing complexity. One of the most striking findings is just how large and distributed public sector buying groups have become. Typical purchase decisions now involve, on average, 14 internal stakeholders […]
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A recent cyberattack on a global medical device manufacturer shows how third-party failures can cascade from enterprise IT into patient-facing operations. This post unpacks what the incident reveals about concentration risk, vendor dependencies, and real-world impact.
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Laptop pricing predictability just broke. After years of flat to declining prices, clients are seeing increases in laptop prices of 10–15% or more. This is bad news for CIOs managing this year’s laptop refresh cycle. There are two primary drivers of these cost increases: 1) Windows 10’s end of life has caused many enterprises to […]
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AI represents an unparalleled opportunity to drive innovation, efficiency, and scale. But it isn’t a shortcut to progress — rather, it’s a stress test for leadership clarity.
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India’s misselling problem is no longer being treated as a training lapse or “rogue agent” issue. The Finance Minister has publicly stated that misselling is an offence: not a training failure, not a rogue agent problem — an offence, with institutional accountability attached and welcomed, tighter Reserve Bank of India (RBI) guidance. RBI’s responsible business […]
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I’ve spent much of my career as both an analyst and a practitioner advising people against “the big rewrite.” It’s called second-system syndrome for a reason: You usually throw away years of hidden bug fixes and security patches just for the sake of “cleaner” code. But after sitting down with Cloudflare’s Dane Knecht (CTO) and […]
