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Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries. But we’ve seen more than 1,000% growth in the CX executive role in just five years, and in that time, many have turned that new frontier into an established practice and […]

Even Big Digital Companies Need Little Humans . . . Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit . . . and go start a local last-mile delivery business. The eCommerce giant had previously invested in local delivery companies, seeding the creation […]

Consumers are paying close attention to brands’ moral, social, and political values. They’re making buying decisions based on the values a brand stands for. However, our research shows that companies lack a systematic approach to values. At CX NYC 2019, I’ll share findings from our values-based experience framework that will help customer experience professionals evolve their approach in this emerging area. I sat down with Forrester's event team in advance of the forum for a sneak peek into the findings.

Yesterday, my LinkedIn feed lit up with posts from individuals and companies stating their commitment to digital inclusion. Why? Because it was Global Accessibility Awareness Day (GAAD), a day aimed at getting everyone talking and learning about digital accessibility and inclusive design. Why do we need a day dedicated to this? Because many companies are […]

The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down upon as a step in the wrong direction when it comes to innovation and providing value to developers. But […]

Many firms have used Forrester’s principles of customer obsession to guide their business and IT transformation journey, striving to be customer-led, insights-driven, fast, and connected. But in their pursuit, most firms fall short when it comes to organizational change. Rather than undertake a full organizational design exercise, firms are adopting tactical change, creating agile delivery […]

Research announcement: Another Asia Pacific Forrester Wave™ evaluation is coming. This time, I will be evaluating cybersecurity consulting providers in the region. Gather round! The cybersecurity consulting market has been alive and well in AP since I began my career many years ago. I have worked at — and was a client of — a […]

Success in the communications services sector is indeed a capricious piece of cheese. In it, every new technology advancement brings new business models, new security and sociopolitical debates, brand-new industries of disruptors, and even new job roles for man and machine. As new technologies mature, the distinction between technology, media, and telecommunications industries blur. Navigating […]

Did you feel the earthquake that hit the television business today? You should . . . I’ve long used the geologic concept of plate tectonics as a metaphor for the television business. Like the earth’s giant crustal plates that seem immovable in the face of enormous geophysical pressures, the television business has resisted the forces […]

At 5 a.m. this Saturday morning, I will be in a huddle of a few dozen hardy individuals in subfreezing temperatures. At the hour, we will begin a “race” through 60 kilometers of beautiful desert surrounding Utah’s Bryce Canyon. I put “race” in quotation marks because, except for the premier athletes at the front of […]

On April 26, Marvel fans finally received an ending to an 11-year saga when “Avengers: Endgame” premiered in theaters. Without revealing too many spoilers, the Avengers were tasked with undoing a finger snap (yes, a snap) executed by the villain from the previous movie. This snap was so substantial that it caused half of the […]

Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year. We’re not surprised — our forecast predicts that by 2023, CMOs will spend nearly $150 billion on various digital marketing channels in […]

Please check out our second FORR in 3 episode. FORR in 3 is a new video blog series on commerce, content, and services. In this episode, Amanda LeClair and I discuss my recent research on the trends shaping the open source and CMS landscape, especially what it means for organizations investing in Drupal and WordPress […]

Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing and, now, data-driven marketing. As marketing strategy changes and marketing resources shift, so do consumers and customer loyalty — today, consumers use more devices, ad blockers, and other privacy protection tools and still have increasingly sophisticated customer […]

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities. What Did We Learn? These five drivers are refocusing executive and […]

I’m attending the CFA Institute Annual Conference here in London, and one presentation really caught my attention today. Jane Henshaw, head of digital research at Vanguard, shared her team’s research on digital financial attention.[1] This research uses three sources of data: web data from Vanguard’s large base of 8 million customers across retail and defined […]

So unless you’ve been living under a corporate rock for the past few years, you’ve certainly been bombarded with buzz around two words: “customer experience.” The problem with customer experience (CX) is just that — often, it’s a buzzword that everybody talks about it but few get right. How do we know? We’ve been measuring […]

It’s an exciting time to join Forrester as a customer experience (CX) culture analyst. My colleagues are thought leaders at the forefront of both CX and the employee experience (EX). As we build the case that great EX leads to better CX, we also want to arm you with the right tools to lead change […]

I focus a lot of my research on marketing innovation and have been working on mobile (first as a marketing guy at a telco in 1998, then as an analyst) for more than 20 years. However, it is still fascinating to me to see how many marketers wrongly think their company has fixed mobile basics […]