Featured Blogs

To enable commercial optimization, revenue operations leaders must become change agents for a shift in mindset through four fundamental values.

Improving reps' productivity is one of the top objectives of our sales leader clients. The first step to achieving this is to truly understand the key productivity obstacles today’s sales teams face.

Our society is coping with unprecedented challenges. Your customers, employees, and partners are all facing growing uncertainties and concerns, such as: income inequality and job insecurity, social unrest, and misinformation and disinformation. Meanwhile, systemic risks like climate change, pandemics, and global recessions have wrought significant health, safety, and financial impacts. Established societal institutions have often […]

Retailers and brands have offered chat for years, but recently it has gained traction thanks to new technology advancements and consumers’ overall comfort using chat. Forrester’s Consumer Technographics® shows that 42% of US online adults said that it was important for retailers to offer live online chat on their websites, up significantly from 27% in […]

Since its inception, Dell Technologies has had many achievements, of which it should be proud. Dell revolutionized the PC market, made its way into the enterprise data center business, and created the largest tech company of its time. However, the shifting technology industry is forcing Dell to adapt faster than ever, more than ever, and […]

Merchants: It’s time to reevaluate the standards you’ve set for your vendors and push them to innovate as quickly as consumers’ needs evolve. Don’t just stay because you’re comfortable: It’s time to choose your “best for me” solutions. This year, be your tech and business users’ hero and look for vendor partners that: Reduce the drain on your resources during upgrades and provide the flexible delivery models to support your […]

Many CX leaders rely on matrixed teams, adjacent functions, and internal alignment to drive transformation. Being an informal “influence officer” might feel like a second job, but leaders who can connect with internal allies to further the cause of customer obsession have the greatest likelihood of success.

In late 2020, we fielded a Forrester Analytics Business Technographics® survey in two key Southeast Asian markets to understand the current state of digital transformation and cloud adoption. This blog post looks at the state of digital transformation (DT) in Indonesia. My previous blog post looked at the state of DT in Malaysia. Just 43% […]

While automated malware analysis and network intrusion detection systems remained in our Divest category, three more technologies joined them this year: data loss prevention, managed security service providers, and security user behavior analytics. Why is this? Because these stand-alone technologies simply don’t cut it anymore. This isn’t to say these solutions are dead, mind you. No, they live on in within larger, more comprehensive solutions.

There are two people in a wood, and they run into a bear. The first person gets down on his knees to pray; the second person starts lacing up his boots. The first person asks the second person, “My dear friend, what are you doing? You can’t outrun a bear.” To which the second person […]

Digital Audio Continues To Grow Despite Pandemic Headwinds Not many people expected that digital audio would reach new heights amid the pandemic. After all, consumers most often listened to podcasts and online radio during their commuting hours. But commute or not, consumers are still listening. This was showcased best this week when the major digital […]

New data from the UK’s Office for National Statistics shows that one in five adults in Britain experienced depressive symptoms in early 2021, more than double the proportion before the pandemic. Young adults are coping with a significant increase of mental health issues. Financial concerns, managing children in the household, and disabilities are some of […]

Many companies get emotion wrong … Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions — they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just […]

It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing homeschooling and the social (and psychological) impact of lockdown. Then there were those on the front lines: key workers struggling to do their jobs while COVID-19 […]

This week is European Mental Health Week. There are many different facets to mental health, but no doubt our relationship to work is a key component of it, simply because we spend so much time working and because work (or the absence of it) also shapes our very own identities. The pandemic has drastically changed […]

I spent the early days of my career in the early ’90s studying manufacturing engineering at university, then working in a ship repair yard. I was taught to weld by a gruff Geordie who handed me a visor and a live arc welder and told me, “Don’t look into the light. You’ll go blind.” I […]

Kubernetes has made a huge impact on how businesses deploy applications and how they adopt cloud. This year’s KubeCon + CloudNativeCon Europe 2021 virtual agenda was very broad, touching almost every aspect of both developer and operations journeys. As Lee Sustar noted in his blog earlier this week, Kubernetes is being used in a variety […]

Regional marketing can change the dynamic by understanding what global marketing needs from them and making some simple changes in the way they work and communicate.