Featured Blogs

Data governance and data security leaders often tell us 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 controls […]

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 […]

Why UiPath’s Strategy Aligns With Enterprise AI Adoption At this year’s UiPath FUSION event, we saw a clear shift in how automation vendors are positioning AI. Rather than promoting AI-first visions, UiPath emphasized trust, governance, and integration with existing automation investments. Based on the announcements and roadmap discussions, we believe UiPath’s strategy is well aligned […]

We’ve been working on a technology investment forecast for global manufacturing with our colleague Paul Miller. For decades, manufacturers used to compete through scale, labor arbitrage, and optimized global production networks. But tariffs, geopolitical fragmentation, workforce shortages, volatile energy prices, and rising customer expectations are now forcing them to rethink value creation. Software-defined manufacturing, industrial […]

Get key findings from Forrester’s recently published US Retail Competition Tracker, 2026, which analyzes the retail and e-commerce performance of 60 leading US retailers to identify category trends, competitive dynamics, and growth strategies.

The role of state CIOs is evolving beyond just operating government IT. At the annual conference of the National Association of State CIOs last week, discussions about AI data centers and citizen identity showed how state CIOs increasingly influence decisions that shape economic development, public trust, cybersecurity, and investment priorities. Sessions on AI data center […]

Microsoft is steadily repositioning Fabric from a unified analytics platform into a governed context layer for enterprise AI. An agent answering a revenue question needs to know which measure applies, how customers and transactions relate, and what information it may use. At FabCon and SQLCon in Barcelona, Microsoft showed how Fabric IQ, OneLake, Power BI […]

As agentic commerce takes hold, traditional product attributes won’t be enough. Learn why merchants need product data that answers shoppers’ real-world questions about fit, use, and outcomes, and how to start making that shift.

Forrester’s 2026 Data & AI Impact Award recognizes organizations that are scaling AI beyond individual use cases to drive meaningful business outcomes through trusted, enterprisewide data and AI capabilities. This year’s winner exemplifies how a strong foundation of governance, enablement, and responsible AI can turn innovation into lasting organizational impact.

Forrester’s 2026 Technology Awards recognize organizations that are using technology strategy and enterprise architecture to drive meaningful business outcomes. This year’s North America winners showcase how leading firms are translating innovation, AI, and modernization efforts into measurable impact at scale.

Step aside Disney-21st Century Fox, the biggest takeover in Hollywood history closes today (Tuesday, October 6). After 13 months of “will they or won’t they” boardroom and courtroom drama, the conclusion to the Paramount-Warner Bros. Discovery merger saga follows last week’s antitrust settlement approval. The newly beefed-up Skydance parent company will own dozens of media […]

Choosing a Workday partner requires evaluating both provider capabilities and delivery team quality. Learn how to reduce risk and improve outcomes.

Unily’s Unite 26 was held in London on September 29 and 30, bringing together digital workplace leaders representing internal communications, IT, and HR. In the opening keynote, Unily CEO Lokdeep Singh announced the launch of Content Studio. Described as a “creative engine for enterprise content,” this new standalone offering is intended to help organizations turn […]

Recent media reports have highlighted Amazon’s decision to block Meta’s Muse AI agent from making purchases on its marketplace. Muse has quickly gained attention for its ability to research products, complete tasks, and shop on behalf of consumers, while Amazon appears focused on maintaining direct control of the customer relationship and checkout experience. Retailers Should […]

Automation is eating advertisers’ workflows. Media buying — once dependent on traders’ skills of budget allocation and bid management — has become the push of a button, where self-attributing platforms auto-optimize for advertisers’ desired outcomes. And customer understanding is increasingly cultivated by walled gardens like Amazon, Google, and Meta, which turn media planning into conversations […]