Featured Insights

The Dos And Don’ts Of Accelerating Innovation With Corporate Venture Capital One former VC partner I spoke with for my research on corporate venture capital (CVC) — “Accelerate Open Innovation Via Corporate Venture Capital” — said he believed there was a direct correlation between the number of CVCs formed in a year and a looming […]

We Are Experiencing A Mental Health Crisis One in five Americans manage a diagnosable mental health condition in any given year. Up to 80% of people will manage a diagnosable mental health condition in their lifetime. On average, individuals must wait up to 25 days for a psychiatry appointment; waiting comes at significant cost to […]

Shifting Gender Norms Threaten Brands With Cultural Irrelevance Gender is squarely in our cultural spotlight. As a culture, we are questioning long-held expectations attached to being a man or a woman, envisioning a spectrum between that binary, and even outright rejecting the cultural construct of gender. The force is strongest among younger consumers, and the […]

Recently, I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already, you should jump on it today. As I write this post in December of 2019, corporate […]

Fifteen developments we expect to see in the coming year — along with five that won't come to pass.

In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam. It is always interesting to challenge clients on some of their assumptions, discuss what trends will accelerate next year, or be challenged on some of the bold […]

2019 was a record-breaking year for post-Thanksgiving sales. Learn how retailers worked to attract customers on Cyber Monday — and what opportunities remain.

For data science practitioners, machine learning developers or insights-driven business leaders, here are the key announcements from Amazon's AWS re:invent 2019 show that you should care about.

The purchase may signal a shift toward more thoughtful and better differentiated approaches to B2B content.

Nearly three dozen insurance decision makers and solutions partners told us how they plan to prioritize their tech investments next year.

Legacy suites and platforms have reinvented themselves, and a new component-based model has entered the ring. Gone are the days of take-it-or-leave-it, prefab, legacy commerce suites and isolated, minimally integrated platforms. As we’ve seen business models adapt to rapidly shifting customer needs and expectations, retailers’ demands of their commerce technology models have evolved at the […]

LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position in the jewelry category. For Tiffany & Co., it presents an opportunity to […]

Extracting insights from images and video and developing AI applications with vision capabilities requires a computer vision platform. Learn more in this video.

Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation. This year, we cast a wide net to capture programs that placed differing focus […]

The largest-ever deal in the luxury sector will strengthen LVMH's position in the US and help revive the jeweler's flagging fortunes.

Retailers: It's too late to launch new in-store features or redesign your site, but you can still prepare to avoid and recover from common holiday CX mishaps.

Forrester forecasts that more than 294 million adults in Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam are online in 2019 and that 56% of them, 164 million, shop online. In the recently published “Forrester Infographic: Connected Shoppers In Southeast Asia,” we share several insights: Shoppers in Southeast Asia are connected and channel-agnostic. Consumers in […]

A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself.

On Friday, November 22, European private credit firm Kartesia announced the acquisition of Richardson, a North American sales training company. Kartesia will merge Richardson with Sales Performance International (SPI), a European sales training and transformation company that it has owned since 2017. SPI and Richardson will soon operate as a single full-service global sales training […]