Featured Blogs

I walked into my first Dreamforce as a skeptic. Salesforce has made several attempts at IT service management, and none of them have provided the technical depth needed by IT teams. After a single briefing on the latest product and then months of silence, I had filed the effort under another short-lived experiment. The pre-announcements […]

As AI systems become more autonomous, security alone isn’t enough to build trust. Learn how responsible AI helps organizations govern AI agents, manage emerging risks, and keep systems aligned with business goals and values.

This week, I published the Buyer’s Guide: Governance, Risk, And Compliance Platforms, 2026, summarizing how satisfied clients are with their governance, risk, and compliance (GRC) platforms. The report is based on customer reference data from the The Forrester Wave™: Governance, Risk, And Compliance Platforms, Q2 2026. Speaking to customers in evaluative research processes is my […]

Where you do work is changing. At the Dreamforce 2026 Slack keynote, Boris Cherny (the head of Anthropic’s Claude Code) approximated that 90% of his coding is done in Slack. Why is he using a chat tool to code? And how? Forgive the immediate use of a buzzword, but the answer to both questions is […]

Enterprise AI conversations have moved from experimentation to implementation. At Capgemini SPARK 2026, the focus shifted from implementation to value realization. The gathering explored the theme, “Make it real: from action to value,” and how organizations apply AI at scale for outcomes. SPARK revealed the same transition as FinOps X earlier this year, and leaders […]

Last week, Infosys brought clients and analysts to Geneva for its 25th Confluence event in EMEA. We expected the usual AI promises. Instead, Salil Parekh opened the event with a remarkably down-to-earth message: Infosys is a delivery organization, its foundation is client trust, and it intends to remain a stable partner in a world that […]

At the October 8 analyst virtual summit — part of the Linux Foundation’s technology value umbrella — the Linux Foundation brought tokenomics, FinOps, information technology asset management (ITAM), and FinOps open cost and usage specification (FOCUS) together around a bigger question: How do enterprises connect what AI costs to the business value it creates? Seven […]

Earlier this year, I had a conversation with Andreas Gieseke and Ragip Aydin of Raynet about software asset management and the specific value of generative AI there. Now, I spent some years at one of the largest US banks as the consulting architect for software asset management (SAM). I had a broader responsibility as the […]

This summer, my colleague Diego Lo Giudice and I explored a deceptively simple question: What happens to enterprise software when AI makes software creation abundant? We found a paradox: Get more of what you want, and you also get more of what you don’t want. Get More Of What You Ask For AI writes code, […]

At Open Source Summit Europe 2026, one message surfaced repeatedly: Organizations and governments that merely consume open source remain dependent on others to shape their future. Those that govern, maintain, secure, and sustain open-source ecosystems gain influence, resilience, sovereignty, and strategic leverage. The conversation around sovereignty is evolving within and outside the open-source community: The […]

The best journey programs do more than identify problems. They create opportunities for innovation. In this replay, explore how customer journey insights can spark new ideas, improve experiences, and uncover opportunities for growth. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: The best journey programs do more than identify problems. They create opportunities for […]

SAP wants its process knowledge to become the operating context for enterprise agents. CIOs should decide where to grant that authority while retaining ownership of company knowledge, agent learning, and outcome measurement.

As a research director, I manage a team of analysts who cover a range of technologies outside my primary area of expertise (identity and access management). I’ve had to educate myself on these areas so I can oversee the quality of the analysts’ respective research and direct their research agendas. One area of personal interest […]

Data governance and data security leaders often tell us that they want the same outcome: They want people to use data (and use AI!) while keeping data protected. Unfortunately, that shared goal has not produced a shared way of working. Data governance teams define policies, definitions, ownership, and acceptable use of data. Security teams operate […]

Last month, CISA and the G7 Cyber Security Working Group put out a call to action for post-quantum readiness, listing five priorities to help with migration. It’s particularly welcome to see CISA and the working group highlight “integrating PQC into cybersecurity requirements and procurement processes” as one of the priorities. At the beginning of this […]

Concentration risk used to be easy to picture: one supplier, one system, or one floppy disk seller. But in the era of AI, the single point of failure has learned to hide. Different AI providers can quietly converge on the same testing firm, infrastructure, data source, or control (i.e., a shared assurance mechanism). The danger […]

Actually, many CX leaders risk investing where it doesn’t earn loyalty because traditional prioritization of journey drivers ignores that customers don’t stay loyal because you’re doing well; rather, they stay loyal when you are doing better than competitors in the things that matter. This blog is part of a series on how customer journeys drive […]

You might assume that customers completing a journey equals success. But our data shows that’s not true. When customers complete their journey but are uncertain whether what they did worked, it undermines loyalty. This blog is part of a series on how customer journeys drive loyalty (scroll to the end for all resources). Customers’ Uncertainty […]

Yes. Customers whose journeys end on a high and customers whose journeys include a positive surprise are more loyal. This blog is part of a series on how customer journeys drive loyalty (scroll to the end for all resources). Our Data Confirms The Peak-End Rule For Customer Journeys The peak-end rule states that people judge […]

Probably not. Loyalty is shaped by a handful of journey dynamics that most CX teams neither measure nor actively manage. This blog is part of a series on how customer journeys drive loyalty (scroll to the end for all resources). Five Journey Practices That Strengthen Customer Loyalty To identify what drives loyalty, we examined 29 […]