Featured Blogs

In April 2026, a JetBlue customer posted a public complaint about a sudden $230 fare increase. JetBlue replied with a well‑intentioned suggestion: Try clearing cookies or booking in an incognito browser. The exchange was quickly screenshotted, shared thousands of times, and swept into a national debate about “surveillance pricing.” Lawmakers weighed in. A proposed class‑action […]

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 […]

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 […]

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.

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 […]

CX leaders are at an inflection point. AI can now do much of the work CX teams once defined themselves by, such as journey mapping, insight synthesis, and analysis. That creates an existential threat. Or a breakthrough moment. In this episode, Angelina Gennis and Martin Gill are joined by ex-Forresterite Kerry Bodine, co‑author of Outside In, to explore how CX leaders can move from defense to reinvention in the age of AI. We cover a range of pop culture influences, from Terminator‑level anxiety about the coming AI apocalypse to our "Avengers Assemble" moment, which uncovers how the diversity of CX leaders' backgrounds, roles, approaches, and definitions is a feature — not a bug. However, to apply this advantage, teams must stop hiding in echo chambers and start speaking the language of executives: risk, outcomes, and organizational impact.

Paul Miller discusses his highlights and lowlights from this year’s Hannover Messe industrial trade show: robots, AI, partnerships, and more.

Enablement leaders don’t struggle to do the work; they struggle to measure and communicate its value in ways that generate responses from executives. At Forrester’s B2B Summit, a live workshop showed how rethinking what to measure and how to frame it for leadership can shift teams from uncertainty to clarity and confidence.

CIOs are under relentless pressure to justify technology spend, accelerate AI adoption, and prove that IT creates measurable business value. Yet many CIOs are trying to tell that story with one hand tied behind their back. Their IT finance teams remain stuck in a record‑keeping mindset — excellent at reporting costs but ill‑equipped to explain […]

Unified storage has long been treated as a pragmatic, commodity storage investment: Balance cost, simplify operations, move on. In a world of AI enablement and, consequently, downside AI risk, that mindset no longer holds. Agentic, autonomous AI use cases are making storage a strategic decision point to address capability needs, performance requirements, and GRC concerns. AI systems increasingly operate directly on live enterprise data, […]

Are you asking the right questions about agentic commerce? Join us at Forrester’s CX Forum East (NYC) and West (San Francisco) in June for our workshop, “Catalyze Agentic Commerce — How To Move From FOMO To Focus.”

Anthropic is now requiring select users to successfully complete a physical government-issued ID document verification (PIDV) process “for a few use cases,” although those use cases are not currently specified. Anthropic is the data controller in the process and will be using identify verification (IDV) provider Persona Identities to conduct the IDV process. IDV prompts […]

More programs don’t equal better outcomes. As buyer behavior changes, traditional channel-driven marketing programs are creating friction and inefficiency. This post explores Forrester’s research on marketing program orchestration and a practical workflow teams can use to reduce overlap and drive revenue impact.

As global CO₂ emissions continue to rise, IT stands out as one of the fastest‑growing contributors, driven by expanding digital estates, accelerating AI investments, and rapidly growing data center demand. This reality is reshaping expectations for enterprise architecture (EA). Architects are no longer asked only to optimize cost, performance, and resilience. They are increasingly expected […]

Product-centric operating models are now the default aspiration for digital organizations. Agile adoption continues to rise. Our data shows that 55% of firms in North America and Europe now use agile or product-centric ways of working, up double digits since 2023, while APAC adoption is approaching 50%. The promise is compelling: faster value delivery, empowered […]

SUSECON 2026 in Prague marked a clear advance on the platform pillars SUSE introduced a year earlier in Orlando — and a more forceful articulation of its choice narrative. SUSE argued that choice only matters if it can be operationalized: enabling sovereign workload control and resilience not just to technical failure but to economic and […]

A two-years-later follow-up to ServiceNow And Atlassian: The Rise Of IT Management Platforms (July 2024) and a continuation of Context Graphs Are A Convergence, Not An Invention (April 2026) Most public discussion of enterprise AI still fixates on models, GPUs, and benchmarks. That focus misses where durable value is actually being created. The hard work […]

Every tech cycle needs a good funeral: a villain to bury and a hero to crown. In genAI’s version of the story, kill advertising (again) and Google (search) is dead. The plot is tidy: GenAI replaces searching, ads become obsolete, and the web finally escapes the “attention tax.” It’s a satisfying story. Clean. Moral. Wrong. […]

Many CX teams say they are journey‑led. Fewer can prove the value of those journeys. In this episode, Angelina Gennis and Martin Gill speak with Maxie Schmidt, VP and Principal Analyst at Forrester, about how to reboot journey measurement so it drives decisions, rather than populates dashboards.  We examine how to move beyond end‑of‑journey surveys […]