Featured Blogs

If your work life increasingly feels like your go-to video game set to EXTREME DIFFICULTY mode, that might be because volatility has become the default setting for modern organizations: more change, less certainty, and far less time to get it “right” before the ground shifts again. In this environment, process-heavy CX operating models start to […]

Ask ten enterprise architects what maturity looks like and you’ll get at least ten different answers. Some want to fix the basics, such as brittle platforms, slow delivery, or a business that doesn’t trust them. Some want to prove value in terms the CFO understands. Some are asking a more existential question: what kind of […]

Learn how Forrester’s total experience model elevates brand and CX strategy by revealing the drivers behind acquisition, retention, and revenue. Join the live webinar on May 21.

AI-powered agents and answer engines increasingly influence how consumers discover, compare, and select products. Watch this webinar designed to help digital and commerce leaders understand what agentic commerce is and how to adapt to what’s ahead.

Revenue enablement teams often deliver strong operational value but struggle to build sustained executive influence. Looking to IT security’s evolution, this blog explores how shifting from activity to business impact, balancing execution with foresight, and engaging leaders earlier can help enablement earn lasting strategic relevance.

To compete for customers and grow profitably, banks need the ability to adjust as much and as fast as required at any given moment. Leading digital banking engagement platforms (DBEPs) make that possible. My new report, The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026, reveals insights about the current AI and technology landscape in […]

As Millennials and Gen Zers take the lead in B2B buying groups, traditional revenue assumptions are breaking down. This post explores how digital native behaviors are reshaping buyer journeys, why sales and marketing processes are falling out of sync, and the practical changes that teams can make to meet buyers where they are.

Enterprise content leaders are under pressure on three fronts. They need faster time to activation as buyer behavior outpaces traditional campaign cycles. They need greater scale as content volumes rise across channels, formats, geographies, refresh cycles, and personalization needs. And most importantly, they need stronger returns. Improving relevance for priority audiences and increasing share of […]

For years, Canva’s advantage was accessibility. It made design easier, faster, and available to more people. At its recent Canva Create 2026, the big story was a deliberate repositioning: Canva aims to evolve from a design platform with AI tools into an AI platform with design tools. That changes how buyers should evaluate Canva. For […]

Many B2B growth strategies fail not because the ambition behind them is wrong, but because leaders avoid or defer making critical decisions. 

The Configure, Price, Quote Solutions Landscape, Q2 2026, reveals a new battleground where vendors differentiate by managing real-world complexity. Vendors compete on industry focus, interoperable architectures, and AI embedded directly into execution. Sales and revenue operations leaders must prioritize solution fit, governance, and scalability to support omnichannel growth and automate execution with confidence.

I’m Joe Schiavone. I am a principal analyst here at Forrester. My experience has afforded me the opportunity to learn from some amazing leaders while developing my own style along the way. I have been leading tech for global organizations from PE-backed and startups to large global companies. My comparative advantage, and what has led […]

Back in the dim and distant past, when I ran an enterprise architecture team, we spent months building immaculate diagrams that were technically correct, logically coherent, beautifully presented — and largely irrelevant. Why? Because they sat on a shared drive and no one used them. CX teams are repeating the same mistake; only the artifacts […]

Uncertainty is no longer an exception. It is the operating environment. In this episode of CX Cast, Angelina Gennis and Martin Gill unpack why volatility, geopolitical risk, and rapid change are overwhelming CX teams, and explore what resilient leaders do differently. We connect macro‑level uncertainty to practical leadership choices CX executives must make now, and […]

Lending Is Reaching An Inflection Point More than 80% of financial services (FS) AI decision‑makers plan to increase investments in both predictive AI and generative AI (genAI), with most firms expecting double‑digit growth. The immediate focus for the majority of FS leaders remains pragmatic: scaling origination, reducing friction caused by handoffs, and improving risk control. […]

Why “Try Before You Buy” Has Become Mission‑Critical For Buyers And Sellers B2B organizations can no longer rely on promises alone. Today’s buyers expect vendors, especially those offering AI‑enabled products, to prove how their solutions deliver measurable outcomes aligned to real business priorities. As a result, proofs of concept (POCs) and trials have shifted from […]

Over the past five years, security and risk (S&R) professionals have experienced a flood of new cybersecurity regulations, with 170 countries now boasting cybersecurity and data protection laws. Leaders are left to decide which regulations apply, identify gaps, and implement controls — an onerous task as regulatory volume and the pace of change accelerate. Manual […]

A Conversation With Murray Cantor (Part Two) In part one, Murray Cantor reframed technical debt as economic liability and argued that uncertainty is not an annoyance to be minimized but the core feature of IT investment. Once you accept that premise, a deeper question emerges: How should organizations reason — and decide — under uncertainty? […]

For years, accounts payable (AP) automation focused on efficiency gains at the margins: faster invoice capture, fewer manual touches, and better dashboards. While important, these incremental improvements did not change how AP operates. That dynamic is shifting. Our latest report, Top Agentic AI Use Cases For AP Automation In 2026, shows that agentic AI, defined […]