Featured Blogs

Businesses are under pressure to modernize their operations. From cloud-native architectures to AI-driven automation, the future of IT is autonomous. It may not happen in six months or even six years, but with recent technological advancements, we can predict that the future path is built on systems with AI capabilities that make decisions with and without the human in the loop.

Most B2B firms track win rates but rarely uncover the real reasons behind wins and losses. Learn three ways to capture buyer feedback that can be used to boost win rates and drive growth.

Gen Zers Break From Millennials On Holiday Social Shopping Gen Z has long led in browsing, discovery, and shopping on social media — and our recent pulse check with our online community shows that social media’s influence is stronger than ever. We surveyed 554 members of our Market Research Online Community and asked which media […]

If you’ve talked to Forrester about customer feedback management (CFM) solutions in the past year or so, it’s likely you got a two-for-one deal. Boris Evelson and I have increasingly found ourselves co-advising both buyers and vendors about how customer experience (CX) leaders can more effectively analyze customer feedback from a variety of channels. Advanced […]

Sales onboarding works best when HR and revenue enablement remain distinct. HR handles compliance, culture, and employee provisioning, while enablement equips sellers with knowledge of buyer personas, sales processes, and product fundamentals. Clear separation ensures that new sellers know where to turn for support and accelerates their path to productivity.

The choice of agentic AI technology for enterprise leaders is best understood as an ecosystem of tech vendors that align with three functional planes, based on the need to: 1) build agents; 2) embed them into business workflows; and 3) manage and govern them at scale. These needs represent functional planes rather than strict layers […]

As consumer marketing grows more complex in the age of AI, B2C marketing operations must evolve to provide structure, efficiency, and governance. Our new initiative blueprint offers a step‑by‑step framework to help marketing leaders establish purpose, define remit, and leverage technology to strengthen their operations function.

The 10th anniversary of KubeCon + CloudNativeCon North America in Atlanta was both a celebration of progress in the open-source community and a moment of reflection about the challenges facing that same community amid change.

The Federal Employee Viewpoint Survey (FEVS) has been canceled for 2025, leaving a data gap for agencies that rely on it to understand workforce sentiment and engagement.

Tap into the insights from Forrester’s annual review of 116 brands during 2025’s record-breaking Black Friday and Cyber Monday sales.

It used to be that you could think of ServiceNow services almost exclusively in the context of IT service management (ITSM) implementations, but the ServiceNow services market has decisively moved beyond those traditional confines.

For those of us of a certain generation, “Black Friday” invokes memories of the Cabbage Patch Kid riots of 1983.

Governance, risk, and compliance (GRC) platforms are officially old enough to be in grad school. In our 2023 market evaluation, GRC technology turned 20 years old but was still figuring out what it wanted to be when it grew up.

Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.

Internal communications is more than pushing information to employees. It is a strategic function that includes messaging and channels for communications, engagement, and feedback as a critical driver of employee experience.

Digital content will continue to be shaped by enterprises both investing in and looking to gain practical business value from genAI solutions. Here’s how we foresee digital content evolving.

People in software development tend to have mixed feelings about metrics.

A strong security culture is the foundation of an effective security program. That’s why we’re revisiting essential research that explores how to build a security champions network, examining how security champion networks can help scale influence, embed security into everyday decisions, and foster trust across the business.

India's Digital Personal Data Protection Act is now fully operational, and it applies to all organizations that process the digital personal data of individuals in India. Read five recommendations for CIOs to respond.