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This Is The Right Time To Make The Future Of Work Happen

James L. McQuivey, PhD June 22, 2020
The tools you need to transform your organization for the future are already here. Learn what they are and how to apply them today.
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Blog

Ensure Your Workplace Doesn’t Become A New Source Of COVID-19 Infections

Enza Iannopollo 5 hours ago
As employees return to physical workplaces, the risk of new outbreaks rises. Read three steps employers can take to mitigate this risk.
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Podcast

The Future Of Advertising

What It Means 12 hours ago
The Wild West days of digital advertising are over. The next phase of advertising will focus on the customer experience. In this episode of What It Means, we feature VP and Principal Analyst Joanna O’Connell’s recent CX North America keynote discussing the future of advertising.
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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.

Blog

Amazon The Disrupter Enters Low-Code Market; Doesn’t Disrupt Anything

John Bratincevic 6 days ago
For now, Amazon Honeycode will not change the market dynamics in low-code development platforms.
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Blog

Like Night And Day: Twitter’s And Apple’s Contrasting Moves On Accessibility This Week

Gina Bhawalkar 7 days ago
The two companies' recent actions highlight the difference between placing accessibility front and center versus treating it as an afterthought.
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Blog

Forecasting In Uncertainty: Warning Signs Inside The SaaS Vendors’ Recent Earnings Reports

Andrew Bartels June 25, 2020
How will the pandemic impact the global tech market this year? Vice President Andrew Bartels reviews the latest SaaS vendor earnings' reports for indicators.
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Blog

In A Crisis, Customer-Obsessed Government Can Save Lives

Sam Higgins 11 hours ago
As governments worldwide contend with the COVID-19 pandemic and a global recession, a commitment to "customer experience" has never been so important.
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Blog

Lessons On Building Digital Products – And Future-proofing A Better Mousetrap

Nigel Fenwick 23 hours ago
While a lot of firms are hurting right now, there are a few who are doing better than most. Digitally advanced firms typically outpace others when it comes to revenue growth. While many firms focus digital efforts on improving customer experiences, advanced firms also look for opportunities to drive new sources of revenue from new […]
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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

Share Your Sales Enablement Experiences With Us!

Laura Ramos 1 day ago
Sales enablement and marketing professionals interested in the current and future state of the sales enablement function should take this survey and be the first to receive results.
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Blog

Digital-First Customer Service Solutions Emerge As Their Own Software Category

Kate Leggett 3 days ago
Customers expect more from customer service organizations. They expect you to value their time, to make engagement easy, and to deliver answers and resolutions in a highly personal manner and in the context of their actions and journeys. Your customers use self-service as a first point of contact with a company and turn to digital […]
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 3 days ago
NIST Commits To Renaming Racially Suggestive Technology Terms From Aunt Jemima and Uncle Ben’s to Lady Antebellum and the Dixie Chicks, we’ve seen a wave of rebranding sparked by ongoing anti-racism protests. Now, it’s moving beyond consumer-facing brands and groups. The National Institute of Standards and Technology (NIST) — the nonregulatory agency that publishes standards for federal activities — announced last week that it plans to remove terms […]
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Blog

Adobe’s Service Partners Are What Will Make It A Proper Enterprise Software Company

Ted Schadler 6 days ago
Adobe strives to be an enterprise software company with the same reach and influence as Microsoft, Oracle, Salesforce, and SAP. It successfully pivoted its creative tools business into a proper software-as-a-service offering. It built on that creative marketing and agency customer connection by acquiring Day Software, Neolane, Omniture, and more software vendors to enter the […]
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Blog

Channel Software Tech Stack 2020 — PRM, TCMA, Ecosystem, Incentives, Channel Data, Learning, Readiness, And Pricing

Jay McBain 6 days ago
^CLICK IMAGE FOR FULL SCREEN^   The channel technology stack is a group of technologies that firms leverage to plan with, find, recruit, onboard, develop, enable, incentivize, cosell with, comarket with, manage, measure, and report on partners. Delivering automation of indirect sales processes, workflows, and partner programs, channel software is becoming increasingly critical to a […]
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It Was Never About Leads: Why Adapting To Buying Groups Is A Must

Find step-by-step guidance for identifying, engaging, and winning sales opportunities based on how buyers actually buy.

Blog

Digital Business Models Mandate More Sophisticated B2B Pricing Processes And Applications

George Lawrie 6 days ago
I’ve been researching B2B pricing and its important role in digital transformation for industrial manufacturers. New “as a service” business models offer opportunities for manufacturers, but they can also increase margin risk. Industrial manufacturers already manage a complex matrix of price lists. These might include global corporate pricing agreements and distributor prices. But to support […]
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Blog

De la Crise à la Résilience

Thomas Husson June 25, 2020
Je suis toujours circonspect quand on utilise le terme « résilience » car je l’associe comme beaucoup aux travaux du neuropsychiatre Boris Cyrulnik. J’ai donc relu son interview aux Echos où il anticipe un changement profond de nos modes de vie et de nos habitudes : « après une catastrophe, la vie reprend, mais pas comme avant – ce […]
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Blog

Announcing The First Forrester Wave™ Covering Adobe Implementation Services

Xiaofeng Wang June 25, 2020
My colleague Ted Schadler and I are excited to announce that “The Forrester Wave™: Adobe Implementation Services, Q2 2020” is now live. Following up the previously published Now Tech report, it’s the first time Forrester has evaluated Adobe services providers’ capabilities globally. In our 24-criterion evaluation of Adobe implementation service providers, we identified the 12 most significant ones globally — Accenture, Adobe, Cognizant, Deloitte Digital, […]
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Podcast

Scaling RPA The Smart Way

What It Means June 25, 2020
The COVID-19 pandemic has increased interest in robotic process automation (RPA), while its biggest challenge remains scale. In this episode, Vice President and Principal Analyst Craig Le Clair and Principal Analyst Leslie Joseph discuss the challenges of and solutions to scaling RPA at this crucial time.
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Blog

The Pandemic Recession Demands A Digital Response

Ted Schadler June 24, 2020
In the wake of COVID-19, cloud and services partners have been essential to companies' ability to adapt. Leaders must also realize that these technologies and partners are essential to moving forward.
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Webinar

CX Metrics For Alignment & Change Management

Inspiring behavior change is one of the toughest and most critical parts of a CX professional’s job. Discover the metrics that drive customer-centric culture and executive alignment.

Blog

Begin With The End In Mind

Jen Sanning June 24, 2020
This second habit from Stephen Covey’s The 7 Habits of Highly Effective People has been on my mind since Forrester’s recent Forum, CX North America. At the event, which exceeded expectations and attendance, customer experience (CX) and marketing leaders listened as Forrester client Amy Shioji, head of customer experience and insights at Strategic Education, and […]
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Newsletter

Managing Risks When Returning To Work; Digital Transformation; B2B And B2C Buyers

June 24, 2020
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Blog

I lavoratori italiani si fidano di più delle loro aziende e apprezzano la maggiore flessibilità. Per le aziende, questo è il momento di ridefinire l’ “employee experience”.

Enza Iannopollo June 24, 2020
A due mesi dal nostro primo studio relativo agli effetti della pandemia sui lavoratori italiani, siamo tornati a tastare il polso di oltre mille lavoratori qualche settimana fa. I nuovi dati confermano la preoccupazione dei lavoratori rispetto alla stabilità finanziaria personale e aziendale: il 50% degli Italiani crede che le proprie risorse economiche non siano […]
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Blog

Apple Takes An Inspiring Stand On UX, Privacy, And Diversity At WWDC 2020

Karine Cardona-Smits June 24, 2020
Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference (WWDC) 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles. UX Is All About Use In Context […]
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Blog

The COVID-19 Crisis Sets The Direction For Europe’s Job Market

Dan Bieler June 24, 2020
The COVID-19 crisis is accelerating many trends that have been lingering for some time, including workspace virtualization, remote working, faster decision making, and automation. In this sense, the pandemic is also transforming Europe’s job market.
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The Future Of B2B Buying And How Sales Organizations Should Adapt

B2B buying habits are evolving. Sales leaders who understand these changes and adapt quickly to delight the buyer will come out ahead. 

Video

Build Advocacy, Support, And Budget For Your Zero Trust Vision

Jinan Budge June 23, 2020

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Blog

Does CX Matter To The Enterprise Cloud? Absolutely!

Dave Bartoletti June 23, 2020
Customer experience is just as important for internal customers as external. Learn more about the value of CX in your IT planning.
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Blog

What Are The Sustained Implications Of COVID-19? Here’s What Our B2B Marketing And Sales Analysts See

Caroline Robertson June 23, 2020
COVID-19 has accelerated the pace of change in marketing and selling. We've identified six trends that will endure after the pandemic ends.
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