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Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]

We’ve been seeing lots of stories about the effect of the power outages in Texas, and more will come over the next few weeks. When it comes down to it, the “R” in ERCOT was overlooked. One of the lesser-covered issues in the media is the impact of that lack of reliability on the migration […]

Audience planning is a fundamental crisis mitigation strategy — is your company prepared for the unexpected? In her latest blog post for Forrester, analyst Jennifer Rouse serves up a lesson from recent emergencies to help emerging companies mitigate risk.

The cybersecurity risk ratings (CSR) market is a bit like Marmite or SPAM (the pork product in a can, not the unwelcome emails) — some customers love it, others hate it. We see examples of both extremes in our customer interactions, interviews, and research on this market. Our responsibility as analysts is to highlight where […]

I made a prediction in January of 2018 that IT distributor disruption would continue. It was obvious that industry consolidation was accelerating, major distributors were diversifying, and private equity was getting more interested in transforming the industry. In the second half of last year, the two largest global IT distributors were acquired by private equity, […]

Sustainability — with its focus on environmental, social, and governance (ESG) principles — is beginning to dominate political and business agendas worldwide. Even before COVID-19, initiatives such as the Paris Agreement or the European Green Deal aimed to mitigate climate change. The pandemic has exposed additional vulnerabilities in our economies, health systems, and societies. But […]

Photo by Abhijit Sunil Atos In my research pursuit of technology sustainability, I have spoken to many technology and business leaders around the world about their sustainability initiatives. Occasionally, I encounter someone doing something special in this important business quest. I hope to interview as many of them as I can and share their insights […]

Why You Need A New Segmentation Approach To Understand Today’s Investors Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models. Self-directedness is a crucial dimension that reliably predicts many investor attitudes and behaviors (see Figure […]

Moving from click-based engagement to real-time buyer enablement requires a change in mindset from data collection to signal detection.

Agile content management systems (CMSes) build on the momentum of nearly 30 years of delivering modern, digital, internet-powered experiences. With a nod to both developers and practitioners, agile CMS seeks to enable collaborative, iterative approaches to content and experiences that satisfy both sides of the house. Make no mistake, though, agile CMS is more than […]

Seven years ago, you could have been forgiven for thinking that every second person you knew would be unemployed in just over a decade. Headlines at the time were sensational and alarmist after Oxford academics Carl Benedikt Frey and Michael Osborne estimated that 47% of American jobs were at high risk of automation. While we […]

I just launched a Now Tech that lists out the major firms participating in the European cybersecurity consulting market, which has undergone a radical transformation in the last 12 months. Forrester Analytics Business Technographics® Security Survey, 2020, shows that clients have increased their use of consultants by 4% since 2019. They need skilled people to […]

UPDATE: On February 22, 2021, Facebook announced it would restore access to news media content in Australia. This decision was taken after the Australian Government agreed to changes within the regulatory regime that would; 1) take account of existing deals between platforms and publishers, 2) allow for mediation prior to arbitration; and 3) include additional […]

Since April 2020, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating 11 metrics (across retail sales, local economic indicators, and virus spread), our model predicts that these metropolitan areas will face differing levels of COVID-19 disruption. For these metrics, we looked at US metropolitan-, […]

When working on measuring and proving the value of Customer Experience, we know that CX leaders are facing many challenges, including difficulties in making the case for CX and various privacy and ethics doubts when it comes to measurement. Forrester CX experts are joining forces for two live complimentary webinars to help you overcome these […]

Another undifferentiated loyalty program focused on cookie-cutter transactional rewards and lacking in customer insights. Does it sound familiar? Programs like this saturate the market even when retaining customers and earning their loyalty is more important than ever. Our data shows that even though nearly 90% of US online adults belong to a loyalty program, only […]

How do sales leaders, sales operations, and sales enablement practitioners navigate their way through an increasingly crowded technology space?

Coauthored with Senem Guler-Biyikli.  The “Design For Confidence“ report we published last year drew a lot of positive feedback because it describes what companies can do to create user confidence. These practices lead to successful user interactions, build trust, and facilitate adoption. For some companies, the report changed their practices: One company told us it reminded them to aim for emotions other than […]

One of the top challenges and misunderstandings that I continue to see here at Forrester is about what the definition of Zero Trust actually is. Zero Trust is not one product or platform; it’s a security framework built around the concept of “never trust, always verify” and “assuming breach.” Attempting to buy Zero Trust as […]