Featured Blogs

It didn’t take long into my tenure with Forrester to realize that there was confusion in the industry regarding AIOps. I touched on this in my “meet your new analyst” blog. Both technology vendors and industry companies openly asked me what the term meant, because they are hearing many variations. They gave me examples of […]

Customer feedback management (CFM) vendor Medallia’s announcement of its intention to acquire customer journey orchestration (CJO) vendor Thunderhead is an expected response to the Qualtrics acquisition of Usermind last year. As my colleague Joana de Quintanilha writes in her blog, customer journey orchestration platforms have been a hot commodity of late. The acquisitions of Usermind […]

Marketers — and especially martech vendors — talk a lot about customer journeys and experiences, but they usually mean just the purchase journey as opposed to the entire customer lifecycle. Customer journey orchestration (CJO) platforms enable a more holistic view, and marketers should pay more attention to these adjacent capabilities. As my colleague Joana de […]

Customer feedback management vendor Medallia’s announcement of its intention to acquire customer journey orchestration (CJO) vendor Thunderhead is the fourth acquisition in the customer journey orchestration space in six months. First, CSG acquired Kitewheel, followed less than a week later by Qualtrics’ acquisition of both Usermind and Clarabridge. And in October, Genesys announced its acquisition […]

CRM strengthens customer relationships, drives company revenue, and as such becomes a C-level priority. CRM technology expands into adjacent tech areas as it broadens its mandate. It bleeds into the mid-office, encroaches on core contact center operations, and supports core employee workflows. Insights from CRM uplevel customer and employee engagement, driving operational excellence.

Google announced on Monday the arrival of Topics, a tracking system replacement for its Federated Learning of Cohorts (FLoC) approach. Google put the original proposal on hold after it drew industry criticism for being open to questionable workarounds and raising privacy red flags. What’s The Difference Between Topics And FLoC? Topics is a pared-back version of […]

As part of a future fit technology strategy, technology leaders must aspire to create an environment where internal teams can collaborate with partners to realize the value the organization is after. I outlined the basic steps in my previous blog post, Take The Leap To Form Creative Partnerships And Scale Innovation. But guardrails must be […]

In the midst of tech consolidation, brands must think strategically about their CMS Portfolio. Some smart brands are realizing that a multi-CMS strategy can actually improve agility, flexibility, and speed to market.

At the beginning of 2022, Zero Trust faces a bizarre dichotomy; it’s on the verge of becoming the de facto cybersecurity approach while simultaneously having many security practitioners decry it as “just a marketing ploy.” How did we, as the security community, arrive at such a precarious perch? Part of the problem, according to John […]

Leonardo da Vinci said, “To develop a complete mind, study the science of art. Study the art of science. Learn how to see. Realize that everything connects to everything else.” This couldn’t be more profound in an era of marketing, advertising, and digital experience, where the distinction between a brand’s promise, how it’s communicated, and […]

The Forrester Public Cloud Container Platform Wave results are in -- the standouts offer the broadest automation and ecosystems while embracing open source software.

Yesterday, Peloton announced that it is temporarily halting production of its connected fitness products in the face of waning consumer demand. The surge of explosive growth in the early days of the COVID-19 pandemic — to the point that product delivery barely kept pace with the influx of purchase orders — established the company as […]

Since the TEI study reflects the real, measurable impact of a technology investment, we do not quantify (for the ROI calculation) any benefits that the customers themselves have not measured. Nevertheless, it’s important to consider the abstract, and that’s why we have the Unquantified Benefits section.

Outdated and disconnected performance management programs are increasingly causing damage to employee and organization success, but some organizations are turning to continuous performance development (CPD) programs that are proving successful in solving these problems.

We’ve had a few high-profile security problems with open source software. A disgruntled developer recently delivered intentionally modified releases of his faker.js and colors.js packages, which broke “thousands of projects” that relied on them. Some are wondering if it’s safe to use open source software at all. The White House certainly is — they’ve asked […]

Compensation plans that motivate sellers to accomplish corporate objectives are invaluable to sales growth. How sales leaders roll out compensation plans to their sales teams is crucial to gaining buy-in to the plan. Successful rollouts have three key attributes: Transparency Alignment Stakeholder buy-in It is up to the CSO/CRO to communicate the plan and ensure […]

Looking to capitalize on advertising budget increases? Here's how to help your spend go farther.

B2B paid media professionals are in for a roller coaster ride over the next three to five years. Principal Analyst John Arnold explains in a new report on the future of B2B advertising.

The future of work became unexpectedly real during the pandemic. Find out how work will evolve in 2022, as VPs James McQuivey and J. P. Gownder dig into our 2022 predictions for the future of work.