Featured Blogs

I want to share some exciting news: I’m expanding my research coverage. In addition to my work on enterprise networking and telecommunications, I’m now covering communications-platform-as-a-service (CPaaS) providers. For me, this is a natural evolution. I’ve spent much of my career around communications, connectivity, and the technologies that bring businesses and their customers together, and […]

Have you ever read a communication three times and still had no idea what it was trying to tell you? Maybe it was an explanation of benefits from your health insurer, a letter from your bank about a fee change, an order update from a retailer, or a notice from a government agency. When this […]

Sometime around 1 p.m. ET yesterday, Microsoft services supporting Outlook, Teams, and many other services went offline. Attempts to apply patches or revert to a prior state didn’t immediately work because servers were quickly overwhelmed by a backlog of traffic as they came online. Microsoft had to shed load and throttle downstream traffic, likely explaining […]

Attackers increasingly know which connected systems can disrupt a business, even when defenders don’t. Security leaders must identify and protect critical operational assets before their exposure becomes the next costly disruption.

The turquoise killifish reaches maturity in two weeks, faster than any other animal. The Tokenomics Foundation is growing up almost as fast. After launching less than five months ago with the mission of creating a shared discipline for managing AI and related token costs, it’s quickly evolved into something much more ambitious: a methodology to […]

Jensen Huang, NVIDIA CEO, resigned today. While AI infrastructure implications and potential regulatory scrutiny will gain the media’s attention, technology leaders shouldn’t concern themselves with the personal dealings of Huang. He may have triggered this crisis, but this is about what it means for NVIDIA as the world’s most important supplier of AI chips. Instead, […]

AI agents are moving beyond customer service and into supply chain, operations, legal, HR, and other parts of the enterprise. Hosts Angelina Gennis and Martin Gill explore why CX leaders need to make customer obsession machine-readable. Featuring Martin Gill, VP, Research Director Show Notes: AI agents are moving beyond customer service and into supply chain, […]

As the cost of AI products falls, the quality of the problem they solve becomes a more important determinant of value. Yet many product teams still start with a mandate to use AI and then look for a problem to justify it. That’s the build trap. Product leaders must reverse the order. Validate the root […]

Layoffs aren’t simply an operational exercise: They put a company’s accumulated trust on display. Departing employees, those who remain, prospective hires, customers, partners, and investors are all watching to see whether its treatment of people matches its stated values. Canva’s recent layoffs offer a prime example of how leaders can approach an inherently difficult event […]

Agentic commerce and agentic advertising were on full display at Amazon Ads unBoxed 2026. Amazon demonstrated how predictive, generative, and agentic AI can take on the work of helping consumers decide what to buy and helping advertisers turn business objectives into media outcomes. Over the course of the event, we heard directly from Amazon’s leaders […]

The good news: AI governance is on the enterprise agenda. The problem: It still isn’t embedded deeply enough in enterprise AI strategy. According to Forrester’s most recent data, only 42% of AI decision-makers say governance strategy is included in their organization’s official AI and agentic AI strategy. Policies may be proliferating, but strategic integration is […]

At GitHub Universe this year, the company made it clear that it’s trying to reach two types of developers: those who have never worked with GitHub before (“the floor”) and those already familiar with its products (“the ceiling”). The overall strategy? Lower the floor so that everyone can develop using GitHub, and raise the ceiling […]

Enterprise AI is gaining the context and authority to do real work, not just generate answers. As autonomy grows, CIOs must balance business value with governance, portability, and control.

Agents don’t automatically make advertising more productive. Layering AI onto broken processes merely automates inefficiencies. The bigger opportunity is reengineering advertising around a new division of labor, where people set strategy and guardrails while agents orchestrate execution and optimization. Connected data provides the context both need to make effective decisions. We’ve seen this phenomenon before. […]

Every transformation redistributes power, influence, and opportunity. Treating organizational politics as part of the operating system helps leaders navigate resistance and turn approval into action.

Headlines about autonomous AI agents probing, bypassing, attempting, and even successfully hacking government and other websites have sparked a new round of debate about AI risk. For business leaders in customer-facing functions (especially marketing, sales, digital, or customer experience), the key point is that, as AI systems become more autonomous, the gap between what they […]

At Oracle AI World 2026 in Las Vegas, autonomous AI agents, intelligent applications, and enterprise transformation dominated the conversation. Yet one topic stood out: the growing importance of database security as AI reshapes enterprise risks. AI is accelerating cyberattacks while introducing new risks within enterprise systems. Autonomous agents can access sensitive information, generate SQL, invoke […]

In my latest report, Cybersecurity Risk Ratings Is Transforming Into Third-Party Cyber Risk Intelligence (for Forrester clients only), I outline multiple dynamics highlighting the limitations of cyber risk ratings (CRRs) and why change is needed. CISOs are weary with CRR’s tendency to provide due-diligence data over action, their inability to trust the data itself, and […]

Companies are racing to put AI into marketing and go-to-market (GTM) processes, expecting faster analysis, richer customer intelligence, greater productivity, and ultimately better decisions. Yet there is a challenge hiding inside those ambitions: AI can accelerate the flow of insights much faster than an organization can accelerate its ability to act on them. That matters, […]

Maybe … if Net Promoter Score℠ (NPS) earns a “yes” on each of these five questions: Does it align with your business goals? Does it help improve CX? Will customers accept it? Will stakeholders embrace it? And is it practical to use, including for benchmarking? That seems like a lot to ask, but unless you […]