Featured Blogs

Blog

Contact Centers Reacted To COVID-19 Quite Well — It’s Now Time To Institutionalize The Best Practices

Vasupradha Srinivasan September 4, 2020
Contact centers have met COVID-19 challenges with impressive agility and tenacity. Their next step is to apply the lessons from the crisis to build brand-new operational blueprints.
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Blog

The Future Of Buying Is Using

David Truog 24 hours ago
The shift toward consumers expecting and rewarding experimentation is motivating companies to focus on product as their engine of growth.
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Blog

What We Talk About When We Talk About Insights

Brandon Purcell 1 day ago
What exactly is an "insight"? Analyst Brandon Purcell previews Forrester's new Periodic Table of Insights which will be unveiled at the upcoming Data Strategy & Insights live virtual event.
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COVID-19: Responding, Managing, And Leading During A Pandemic

The latest insights and guidance for leaders to address the growing business and employee experience implications of COVID-19.

Podcast

Lessons From The Pandemic For B2B Sales And Marketing Leaders

What It Means 6 days ago
By disrupting familiar ways of working, the pandemic has forced B2B sales and marketing leaders to reprioritize and reflect. In this discussion of key priorities for European sales and marketing leaders, Vice Presidents Isabel Montesdeoca, Phil Harrell, and Meta Karagianni explain the lessons that can be learned from this period.
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Blog

The Future Of Consumer Buying Will Drive The Reinvention Of Your Business

Joe Stanhope 6 days ago
The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models. Any firm that sells to consumers must understand how these factors will influence their customers as well as their own business, and they need to start planning now to harness these trends to maximize the value of customer relationships. 
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Blog

CMOs: Shift To People-Led Planning

Shar VanBoskirk September 14, 2020
CMOs, you won't make it through the harsh economic conditions coming if you can't adjust your planning approach to respond to changing customer needs and operational availability.
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Blog

Microsoft Launches SharePoint Syntex To Automate Content Categorization And Build A Foundation For Knowledge Curation

Cheryl McKinnon 1 hour ago
Today, Microsoft announced the general availability of Microsoft SharePoint Syntex as of October 1, 2020. This is the first packaged product to come out of the code-name Project Cortex initiative first announced in November 2019. Project Cortex reflects Microsoft’s ongoing investment in intelligent content services and graph APIs to proactively explore and categorize digital assets […]
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Webinar

B2B Chief Sales Officers: 2021 Planning Assumptions

4 hours ago
Against a backdrop of continued uncertainty, B2B sales leaders must forge a clear path forward. Learn what success in the year ahead will require.
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What You Can Do Right Now To Create A Better Customer Experience

Understand how changing B2B buying habits are modifying post-sale expectations and review five actions from high-performing organizations for improved customer engagement.

Webinar

B2B Chief Marketing Officers: 2021 Planning Assumptions

4 hours ago
Now more than ever, B2B CMOs must be agents of change. Dive into the trends that will shape B2B marketing in the next fiscal year and learn how to prepare.
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Blog

A Faster Pace of Innovation Demands More Agile Ways to Bring Products to Market

Beth Caplow 4 hours ago
Learn how organizations can become more strategic, aligned and agile when bringing offerings to market with the new version of the PMM Model.
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Blog

Preparing For The Future: The 2020s Will Demand More From Your Tech

Brian Hopkins 6 hours ago
If ever there was a decade that announced itself so defiantly in the first year, it’s the 2020s. With so much change and volatility already, 2020 has proven this decade will be dramatically different than the one before it. It’s imperative that IT and business leaders prepare for 10 years unlike any others. For IT and business leaders, success in the 2010s meant capitalizing on innovative commercial IT (think cloud and mobile). […]
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Blog

InMoment Addresses Head On What Continues To Plague CX Programs

Faith Adams 6 hours ago
This morning, customer feedback management (CFM) vendor InMoment announced an array of new product and service offerings focused on improving experiences, not just measuring and reporting on them. The vendor is calling this Experience Improvement (XI). This is an aggressive move by InMoment: Customer experience (CX) technology buyers struggle to find differentiation among technology vendors […]
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Blog

Time to Shift! The Top Priorities For Emerging-Company Marketing Leaders

Matt Papertsian 6 hours ago
For emerging-company marketers, too much of a good thing can be just as difficult to deal with as too little. Focusing all components of the revenue engine on the primary growth strategy with shared goals is critical in good and difficult times.
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The Rise Of Employee Power And Data In The Future Of Work

Discover how the tsunami of employee data and the rise of employee power will impact your organization and how you can prepare.

Video

Three Business Scenarios Insurers Can Use To Navigate The COVID-19 Storm

Ellen Carney 7 hours ago

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Blog

The Disruptive And Problem-Solving Potential Of Emerging Technologies In CPG, Healthcare, And Retail

Brian Hopkins 8 hours ago
Emerging technology is always changing, so we wanted to understand the impact on different industries. In this audio series, we speak with our analyst colleagues Jeff Becker, George Lawrie, and Arielle Trzcinski to explore how emerging technologies are changing (and will in the future), even solving some of the most important and complex issues in four key sectors: consumer packaged goods (CPG), healthcare providers, healthcare insurers, and retail. In a world where […]
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Blog

Roles and Responsibilities for Product Management and Portfolio Marketing: How Much Do They Matter?

Jeff Lash 1 day ago
“Who should be responsible for competitive analysis?” “Who should own go-to-market strategy?” “Who creates user personas?” These questions aren’t surprising, given that one of the most common topics we help our clients with through our Product Management and Portfolio Marketing research services is establishing or improving the product commercialization and lifecycle process. Companies are trying to be faster and more nimble, more customer-centric, and more consistent in how they innovate and bring offerings to market to drive growth.
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Blog

Navigating A New Wilderness: Five Steps Marketing Operations Must Take To Provide Leadership

Cristina De Martini 1 day ago
B2B organizations are depending on marketing operations to lead them out of the crises of 2020. Here are five steps marketing operations leaders must take in 2021 to drive their organization’s success.
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Blog

BI Is Dead; Long Live BI

Boris Evelson 1 day ago
Enterprise BI is not dead, It's alive and thriving. But there are changes ahead. Learn about five of them here.
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Brand and Communications Leaders: Drive Speed, Scale, and Value

Discover how to deliver greater business value by building a natively digital brand and communications approach and tech stack.

Blog

The 2020 Forrester And InfoWorld EA Awards Contest Winners Focus On Business Architecture, Digital Transformation, And Governance

Gene Leganza 1 day ago
In the Forrester/InfoWorld Enterprise Architecture (EA) Awards competition, we look for the most dramatic stories of EA’s strategic leadership and concrete business impact. The winners of the 2020 Forrester/InfoWorld Enterprise Architecture Awards show the value of a close relationship with the business, a solid vision for enabling digital transformation, and effective governance practices — not […]
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Blog

Is Your Sales Organization Ready To Emerge Its Fittest Self?

Mike Pregler 4 days ago
Looking ahead to 2021, sales leaders mush shift from adapting to the “new normal” to proactively planning for the recovery and their “next normal.”
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Blog

Is It 2021 Yet? Five Things B2B CMOs Must Do To Prepare For The Year Ahead

Jennifer Ross 4 days ago
B2B marketing leaders should continue to expect the unexpected and embrace change as a constant. These five actions can help you build a path forward through the unknown.
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Blog

Attend Forrester’s Upcoming Event For Brand Manufacturers On September 29–30

Sucharita Kodali 4 days ago
One of the biggest transformations in retail that Forrester highlighted in its recent B2C buying research stream is the growth of brand manufacturers in commerce and the corresponding tension with marketplaces like Alibaba, Amazon, and others around the world. (“Brand manufacturers” are traditionally wholesale companies that distribute through intermediaries. They’re a complex ecosystem, and no […]
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Blog

COVID-19 Stokes The Chatbot Hype In Financial Services

Aurelie L'Hostis 5 days ago
COVID-19 and its associated containment measures are accelerating digital transformation and automation in financial services. Customer service has been under enormous pressure, and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests. However, digital teams […]
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Webinar

Use Data To Drive CX Project Prioritization

Discover an insights-driven approach to determine which CX projects will have the greatest impact and how to use your resources with maximum efficiency.

Blog

Introducing Planning Assumptions 2021: Seizing Opportunity Amid Disruption

Monica Behncke 5 days ago
Amid unprecedented uncertainty lies vast opportunity for B2B leaders. Monica Behncke, Vice President, SiriusDecisions Research, explains in her introduction to Forrester’s SiriusDecisions 2021 Planning Assumptions.
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Blog

Inclusion And Diversity Research: Five Surprising Things We Learned

Katy Tynan 5 days ago
This week, we released a report on the state of the practice of DEI: diversity, equity, and inclusion (see “The Business Of Belonging: How Equity For Employees Drives Equity For Your Brand“). In the course of the research, we interviewed a cross section of practitioners, including chief diversity officers (CDOs), researchers, consultants, and experts in […]
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Blog

Streaming Apps: Stop Warring, Start Wooing

Jim Nail 6 days ago
Many pundits and news outlets have declared the onset of “streaming wars,” as all the major traditional media companies have launched robust streaming products this year. The success of these battles is tracked in subscriber counts, new content launches, and the content brands that each platform boasts. Valid enough. But Forrester believes there is another […]
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