Blog
The Private AI Model Explosion
In five years, 70% of the revenue created by AI will be in private models, not public ones. Why? In a word, trust.
Blog
The Most Expensive Customer Complaint Is The One You Ignore
Many organizations treat complaints as routine service issues — yet they often reveal something far more pernicious. Learn a more strategic and productive way for handling complaints at Forrester’s CX Summit EMEA on June 8–10.
Blog
AI Is Everywhere In GTM. Customer Value Isn’t.
AI is already reshaping how buyers discover, decide, and engage. The real opportunity now isn’t just efficiency — it’s redesigning GTM around measurable customer outcomes and using AI to deliver value where it matters most.
Your Buyers Use AI Search — Here’s How To Stay Visible
Ninety-four percent of B2B buyers now use AI in purchasing, making traditional SEO outdated. Discover how answer engine optimization (AEO) can help your content stand out in a zero-click, AI-driven world.
Podcast
Put Employees At The Center Of Your AI Strategy
This episode was recorded previously, but it has aged exceptionally well. As AI becomes embedded in everyday work, the reminder that success depends on people, not just technology, is even more important now than when we first recorded it. We hope you enjoy this episode.
Blog
Navigate The Next Era Of Search At Forrester’s CX Forums
As answer engines divert discovery and squeeze the funnel, B2C marketing leaders are looking for the fastest, most durable way for their brand to become more visible and authoritative. Join us at an upcoming CX Forum to explore the new rules of visibility.
Blog
Building The Human Foundation Of The AI-Powered Enterprise
As organizations rush to deploy AI, too many forget the people it’s meant to serve. A human‑first foundation is what separates AI that frustrates from AI that truly drives better experiences.
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Blog
Atlassian Team ’26: The New Logic Of Work
Atlassian's Team'26 event highlighted how AI, agents, context, and workflows are reshaping enterprise work.
Blog
Context Is The New Competitive Edge: Takeaways From ServiceNow Knowledge 2026
ServiceNow Knowledge 2026 showcased how ServiceNow is expanding its role in enterprise AI, workflow automation, and digital workplace transformation.
Blog
Why Business Leadership Is The Deciding Factor In API Success
Every year, enterprises invest millions in APIs. Yet, many end up with brittle interfaces nobody wants to reuse. The root of this problem is usually how the program is led rather than the technology. When business leadership is missing, APIs devolve into integration glue. They connect systems, but they don’t create momentum. Solution architects build […]
Podcast
449: Separating The Signal From The Noise Of Customer Complaints
Customer complaints are not noise. They are high‑fidelity signals of broken expectations, rising risk, and lost value. In this episode of CX Cast, Principal Analyst Riccardo Pasto joins Martin Gill to reframe how leaders should re-think about complaints from a compliance burden to a strategic CX asset. The conversation breaks down why low complaint volumes […]
Blog
OCX 2026: Open Source As Strategy
At OCX, Eclipse Foundation’s Open Community Exchange conference, attendees met to discuss the Eclipse Foundation and what it means to be an open-source developer.
Blog
Trust, Modernize, Transcend: What I Took Away From Temenos Community Forum 2026
I spent last week in Copenhagen at the Temenos Community Forum (TCF) alongside more than 1,300 banking leaders, technologists, and practitioners. The theme — Trust, Modernize, Transcend — is one banks have heard before. What made TCF different was how consistently Temenos tied that message to live products, execution discipline, and the realities banks face […]
Blog
Build Smarter B2B Pricing For Long-Term Growth And Profitability
Effective B2B AI pricing must balance several goals that often pull in different directions: It needs to reduce buyer risk and accelerate adoption, especially as many organizations are still experimenting with how AI fits into their workflows. It should align price to measurable value. This gives customers a clear connection between what they pay and […]
Blog
OpenAI’s Daybreak Promises To Improve AppSec But Introduces A New Pricing Model: Five Buyer-Side Implications For CISOs
OpenAI recently announced Daybreak, its vision for making agentic application security faster and more capable. While promising, Daybreak will also make security more expensive per unit of work. In this model, customers will pay for tokens and multiagent workflows burn tokens. CISOs and CIOs should budget for application security (AppSec) line-item inflation, not deflation, with […]
Blog
You’ve Got More Time: Enterprise Architecture Award Deadline Extended To June 2
If you were considering a nomination for Forrester’s global Technology Awards ths year — including the Enterprise Architecture Award, presented in partnership with The Open Group — the submission deadline has been extended to Tuesday, June 2. Here’s the reason I’m genuinely excited about this year’s EA entries (and why a short extension matters): The […]
Blog
SAP Sapphire 2026: The Autonomous Enterprise Is Credible, But It Comes With Concentration Risk
At SAP Sapphire 2026, SAP consolidated eighteen months of M&A, product development, and AI strategy into a single integrated vision it dubbed the “autonomous enterprise.” JPMorganChase CFO Jeremy Barnum confirmed live on stage that the bank is migrating its general ledger to SAP’s latest version. Bayer, Novartis, Takeda, Ericsson, and H&M anchored the production credibility. […]
Blog
Five Eyes Cybersecurity Agencies’ Careful Agentic AI Adoption Guidance, Operationalized By AEGIS
On May 1, 2026, six national cybersecurity agencies — CISA, the NSA, Australia’s ASD ACSC, and their counterparts in Canada, New Zealand, and the UK — published “Careful adoption of agentic AI services.” This joint guidance is the first coordinated multigovernment security guidance specifically targeting agentic AI systems, and it carries the full weight of […]
Blog
BNY Built Its Digital Workforce Backward — And It’s Working
Agentic AI works when you sequence it right. See how BNY built a governed platform and trained its workforce before deploying more than 130 digital employees.
Build A Security Org For The Future
Download our guide to help CISOs prove business value, win budget, and reduce burnout. Use our actionable framework to align security with enterprise goals, justify funding, and lead a high-performing team.
Blog
How To Build A Premium Airline In The Sky Of Sameness
Even in today’s environment of rock-bottom consumer sentiment, there remains a clear opportunity to grow with a premium product, with a vast middle willing to pay a premium for something sufficiently differentiated to justify the privilege.
Blog
Never Stop Learning: What Future Leaders Taught Us
“She truly embodies what it means to be a future leader through her curiosity and sincere commitment to always doing high-quality work.” “He leads through enablement: coaching and standardizing interpretation and turning analytics into shared operating knowledge rather than ‘numbers on a page.’” “She has an unusual skill set: She combines deep technical expertise with genuine […]
Blog
Drowning In Rules: Navigating America’s AI Regulatory Patchwork
US companies are drowning in AI rules. With a labyrinth of conflicting state laws and no single federal requirement, even the most responsible innovators are struggling to stay afloat. California’s landmark Transparency in Frontier Artificial Intelligence Act proved that states can regulate AI without killing innovation, but it also underscores a hard truth: The current […]
Blog
Amazon Opens Its Supply Chain Empire To All — But Is It A Fit For Your Business?
Amazon’s AWS Playbook: Now Applied To Supply Chain Logistics Per ShipMatrix, in 2025, Amazon surpassed the US Postal Service, FedEx, and UPS to become the largest parcel carrier in the US by volume. Globally, it delivers an estimated 13 billion packages every year. After decades spent building one of the world’s most formidable logistics networks […]
Blog
Brussels Takes Seven Member States To Court Over CER, And The Consequences Land On You
If you are a CISO at a critical-infrastructure organization in Bulgaria, France, Luxembourg, the Netherlands, Poland, Spain, or Sweden, your Critical Entities Resilience (CER) Directive enforcement clock just shortened. On May 7, 2026, the European Commission referred all seven member states to the Court of Justice of the European Union for failing to transpose the CER Directive more […]
Blog
Extreme Connect 2026: Momentum Depends On Platform ONE And AI
Extreme Platform ONE changed the tone at Extreme Connect. The energy felt real — less marketing noise, more actual momentum — as Extreme started to look like a credible answer to the gap forming outside the data center while HPE digests Juniper Networks. That shift shows in Platform ONE’s maturation into something operationally meaningful: a […]
Blog
Oracle Applications Analyst Summit: Fusion Agents Are Shifting From Assist To Execute
At Oracle’s 2026 Applications Analyst Summit, leadership drew a hard line: Agentic AI lives only in Fusion, not EBS, JD Edwards, PeopleSoft, or Hyperion. Forrester unpacks the productized agentic apps, AI-first migration playbook, and the gaps that CIOs must address in the next 12–18 months.
Blog
Your AI Reinvention Needs An Engine
Last week, Accenture brought global industry analysts to Bangalore for an intense three-day session to assess whether its strategy is genuinely differentiated. For a company with the scale, breadth, and depth of Accenture, I think this is a red herring. I went in with a different question: whether the world’s largest professional services firm is […]
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