Featured Blogs

Picture it: New York City, September 2025, NY Customer Success Week.  A room full of over 700 CS practitioners gathered with the shared opinion that CS isn’t fading into irrelevance, it is stepping into its prime. The energy was palpable and the message throughout the day was clear – AI isn’t here to replace CS […]

2025 has been a volatile year for technology service providers, with Q2 earnings revealing a landscape marked by mixed results and cautious optimism. We examined the earnings of Accenture, Capgemini, Cognizant, HCL Tech, IBM Consulting, Infosys, Kyndryl, TCS, Tech Mahindra, and Wipro. While some providers saw bookings and revenue growth, others faced declines in one […]

Despite the ongoing macroeconomic uncertainty in 2025 fueled in part by sudden changes in US trade policy and tariffs, demand for cybersecurity products and services will remain a tech-spending bright spot, projected to grow faster than overall global commercial software. According to Forrester’s Global Cybersecurity Market Forecast, 2024-2029, cybersecurity spending will rise by 13.1% in […]

The Messaging Gap: Why B2B Teams Feel Behind Every year, I speak with dozens of clients about their messaging. And every year, I hear the same refrain: “We’re behind.” Whether it’s new buyers, changing regulations, shifting tariffs, or the latest genAI model, something is always changing — and messaging is always out-of-date. The problem isn’t […]

There’s something happening in the customer feedback management tech ecosystem, and it’s not a flashy announcement with eye-popping dollar signs. Instead, it’s a steady drumbeat of incremental changes. While the headlines might feel subdued, these developments reflect buyer interest in combining information from multiple channels and in taking advantage of the latest AI innovations. The […]

Starting with our upcoming landscape report, we are changing the name of this category of software from bot management software to bot and agent trust management software. Find out why and get a full definition in this post.

Agentic commerce is spreading as OpenAI launches Instant Checkout offering shoppers conversational shopping from curiosity to checkout without redirecting consumers to merchants’ sites. Find out what this means and how B2C marketers are responding in this post.

AI can improve efficiency for go-to-market teams but only if core processes are in place. This blog explores how to identify and fix issues such as siloed workflows, disconnected systems, and inconsistent data so that AI can deliver real impact instead of amplifying inefficiencies.

Struggling with performance decay? Learn the steps one tiger team at a medical device company took to turn dysfunction into dominance in this case study.

Clients often ask us, “What are personalization best practices?” But depending on the organization, the word “personalization” can mean very different things. Personalization is multifaceted and needs a qualifier such as personalization initiatives, personalization programs, personalization capabilities, personalized tactics, personalized interactions, personalized moments, consumer personalization, or business personalization. Forrester defines personalization as: The use of a […]

AI-powered search is rapidly reshaping how B2B buyers discover, evaluate, and engage with providers during the purchasing process and postsale experience. Today’s buyers ask questions that require more than simple keyword matches. They expect modern search environments — from generative AI-based answer engines to AI agents — to understand their intent and deliver responses that […]

How can AI become your organization’s superpower? Find out in this review of FedTalks 2025, the largest annual gathering of federal government leaders, C-level executives, tech innovators, and public-sector change-makers.

Forrester’s 2025 CX Index shows US federal agencies outperforming utilities — but overall CX stagnating. Read the full report for agency insights.

By the end of the coming year, marketing agencies will have materially changed. For CMOs, agencies will no longer act solely as your agents but also as owners of solutions, resellers of technology partnerships, and developers of emerging capabilities.

AI red teaming blends offensive security tactics with safety evaluations for bias, toxicity, and reputational harm. It’s messy, fragmented and, most of all, necessary. Get six tips to get started on an AI red team that actually works in this preview of our upcoming Security & Risk Summit.

Circular economy initiatives often lack a holistic approach, leading to varied interpretations and applications. Learn the six key components that play a crucial role in applying circular economy principles in IT.

Like Cyrano, AI often acts as the unseen ghostwriter, strategist, or partner, offering insights or phrasing that feel more articulate and persuasive than our own. But, as in the play, this arrangement introduces social complexities, ethical dilemmas, and maybe even heartbreak.

This month on The CX Cast, we explored the realities of leading customer experience in a rapidly evolving world. From reimagining mobility to fixing change management failures and even preparing the next generation of CX leaders, as always, we provide practical advice you can apply today. Here’s what you missed and why you should catch […]