Blog
At the recent NRF event, the headline was shopping in answer engines, with Google’s new Gemini Enterprise for Customer Experience and Universal Commerce Protocol getting lots of attention. However, tucked below the fold was important news for CX and contact center leaders with the announcement of Google’s Cloud Customer Experience Agent Studio. Customer service and […]
Blog
Global trade continues to be exposed to significant pressures and structural change. Geopolitical tensions, supply chain disruptions, and shifting investment flows are forcing corporate leaders to rethink their sourcing and manufacturing ecosystems. Meanwhile, modern trade agreements have become essential tools for stabilizing commerce and rewriting the rules for the movement of goods, capital, labor, and […]
Blog
Jorissa Neutelings, chief digital officer at ABN AMRO, has a vision, and it’s a compelling one. She joined us on stage at our CX Summit EMEA last year and again on the CX Cast to describe her vision for the “liquid company” — a company that adapts instantly to customer context, removes friction, and embeds […]
Podcast
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. Featuring […]
Blog
Forrester’s State Of AI Survey, 2025 reveals a surge in AI deployment across organizations: 78% of AI decision-makers report their organization already has generative or predictive AI in production. Yet this momentum masks deeper strategic gaps. One of the most glaring gaps is poor AI governance and risk management. If unattended, this gap can only […]
Blog
Yesterday, the White House unveiled the Great Healthcare Plan, a framework for the administration’s ambitions to reshape aspects of the US healthcare system. This follows a series of failed attempts to revive Affordable Care Act (ACA) premium subsidies, a key pillar of the current conversation around healthcare affordability. The expiration of ACA subsidies, combined with […]
Blog
The ERP Modernization Supercycle Many enterprise resource planning (ERP) large-scale implementations are creating budget pressures, delivery risks, and political scrutiny across IT and finance by upgrading infrastructure and software at the same time. ERP is also pushing toward an intelligent orchestration engine, with AI-driven automation and early agentic capabilities built into core workflows. The gap […]
Blog
CrowdStrike’s move to acquire Seraphic spotlights a growing blind spot in cybersecurity: The browser has quietly become one of the riskiest — and least protected — endpoints in the enterprise. This blog reveals why legacy EDR, XDR, and network tools can’t see what’s really happening inside the browser and how Seraphic’s unique JSE‑based approach could change the game for data protection and threat detection.
Blog
On January 14, Verizon experienced a major nationwide cellular service disruption that left subscribers across the country facing significant connectivity issues. Although outage report numbers climbed into the hundreds of thousands, this visible count represents only a small portion of the true impact. As is typical in large‑scale outages, many customers who encountered problems never […]
Blog
As global tensions continue to rise and cloud adoption accelerates, digital sovereignty has become a board-level topic. Tech execs must now modernize infrastructure, protect autonomy, ensure compliance, and manage geopolitical risk at the same time. As we outlined in a recent report, 2025 showed a clear trend: Digital sovereignty is reshaping public cloud strategy across […]
Blog
While enterprise security has advanced, many organizations still leave a major vulnerability in place by letting employees run with local admin rights on Windows devices. This blog goes over ways to close that vulnerability gap.
Blog
What happens when your cloud provider stops renting you infrastructure and starts orchestrating your business logic? AWS’s Nova AI agents and AWS Marketplace mark the beginning of that shift.
Blog
Love it or hate it, principal media is a necessity for agencies, advertisers, and publishers grappling with revenue and budget uncertainty.
Blog
The Massachusetts Department of Public Utilities sets the example by prioritizing transparency and user experience best practices to improve billing experiences. Applying UX best practices and doing customer research are fundamentals for good bill design.
Blog
Social suites are now a critical part of the martech ecosystem, ranking as one of the top three marketing technologies used by organizations. Once simple social media management tools with light social listening features, these platforms have evolved into unified solutions that go well beyond those capabilities. Forrester now defines social suites as: Platforms that […]
Blog
And now for something completely different. I normally write about APIs, integration, and architecture. Today, I shall also turn my attention to quantum computing platforms. I have always found these to be fascinating devices. Their bits — or rather qubits — are not discrete, binary numbers like the voltage-based bits in classical computers. Rather, they […]
Blog
ServiceNow has announced its intent to acquire proactive security platform vendor Armis in a cash deal valued at $7.75 billion.
Blog
European B2B marketers see the promise of generative AI, but strict regulations and technical hurdles often slow progress. Gaining a competitive advantage requires moving forward — thoughtfully yet decisively.
Blog
Accounts payable (AP) invoice automation software continues to evolve rapidly as enterprises modernize finance operations and respond to regulatory, technological, and operational pressures.
Blog
Former Forrester analyst Josh Zelonis blogged about how to deliver successful vendor briefings years ago. I’m updating his blog with my own thoughts as a “recovering marketer,” Forrester analyst, and research director. This blog is a collection of my top tips for briefing analysts, with contributions from other security and risk analysts.
