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European Banks Are Redoubling Their Mobile Banking Efforts In 2019 — Just Not All At The Same Speed

Aurelie L'Hostis May 29, 2019
Customers have come to expect easy, effective, and contextually relevant mobile banking experiences. Bolting a shiny new user interface on top of a patchwork of legacy systems won’t cut it anymore.
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PODCAST

How Lloyds Uses Privacy As A Differentiator

What It Means 11 hours ago
Privacy regulations can seem like a hassle. But if you want to grow customer affinity, privacy can be a strategic strength. Lloyds Banking Group Experience Strategist Laurent Christoph and Forrester VP and Principal Analyst Fatemeh Khatibloo explain how Lloyds uses privacy as a differentiator.
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The State Of Social Advertising: Pretty On The Outside, Ugly On The Inside

Jessica Liu 1 day ago
On the outside: Social media’s total global advertising spend is expected to balloon to $110 billion by 2022 (with Facebook taking 75% of the global spend market). Social networks are happy. Investors see dollar signs. Marketers feel justified in their spending. On the inside: Social media’s underbelly conveys a picture of turmoil. Consumers can’t quit […]
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Transformational Change Requires New Skills

Empower your employees with Forrester’s learning offerings.

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The Cost Of Losing Creativity

Jay Pattisall 2 days ago
  Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. “The value of agency creativity is at risk of disappearing.” The marketing industry is woefully out of balance, from agency/client relationships to new business requirements and compensation. The […]
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The Next Horizon Of Federal CX

Rick Parrish 3 days ago
The US federal government — and governments around the world — have officially embraced customer experience (CX) improvement as a key goal. That’s great news, since our research shows that better CX leads to mission success and the efficient use of taxpayer funds. Right here in Washington: The President’s Management Agenda includes “improving customer experience” […]
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PODCAST

Implementing Zero Trust Compliance

What It Means June 13, 2019
What does a Zero Trust framework look like on the ground? On this episode of What It Means, we’re joined by Principal Analysts Renee Murphy and Chase Cunningham to explore the intersection of Zero Trust and compliance.
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Facebook’s Libra Needs To Answer Three Questions

Meng Liu 13 hours ago
On June 18th, Facebook officially launched its “Libra” cryptocurrency project, which aims to leverage blockchain technologies to create a new stable cryptocurrency backed by a basket of fiat currencies. Facebook says its aim is to enable accessible and affordable digital payments for billions of people, including un/underbanked people across the world. It aims to make […]
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How To Improve UX For Employees

Andrew Hogan 14 hours ago
Recently, I attended Rosenfeld Media’s Enterprise Experience conference as an input to research I’m conducting about enterprise user experience (UX). My three top takeaways about how to improve UX for employees: Use Sense-Making To Bring Order To Chaos Tatyana Mamut, Nextdoor’s chief product officer, captured a widespread sentiment at the event about the importance of […]
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Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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Waste Not, Want Not: Can Food Tech Help?

Jennifer Belissent, Ph.D. 17 hours ago
As the saying goes, if we waste now, we might want it later and regret the waste. Well, it’s even worse than that in the global food system. We waste now, and we want it at the same time. One of the paradoxes around food is that we have both too much and too little […]
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The Future Of Facebook, Inc.: Short-Term Gain, Long-Term Pain

Jessica Liu 20 hours ago
Based on the many press inquiries we’ve received at Forrester, the industry is keen on predicting Facebook, Inc.’s immediate demise. (Note: Facebook, Inc. is inclusive of the Facebook app, Messenger, Instagram, WhatsApp, and its other apps, services, and hardware. We simplify and call it “Facebook” for the purposes of our research.) But not so fast. […]
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DTC Disruptors Solve Three Escalating Tensions In Consumer Decision Making

Anjali Lai 23 hours ago
Direct-to-consumer (DTC) disruptors are storming onto the scene and growing at a rapid clip, proving that the improbable can become reality overnight: Few expected that buying mattresses out of a box or discovering personal eyewear styles from the comforts of home would become commonplace consumer behaviors, let alone business model blueprints with skyrocketing valuations. DTC […]
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What Can You Learn From Digitally Advanced Firms?

Ted Schadler 1 day ago
Welcome to this episode of FORR in 3. In this video, Amanda LeClair and I discuss whether digital maturity matters, based on our survey of almost 800 enterprises in North America and Europe. (Spoiler alert: It does matter.) For example, unlike digital beginners, which often pursue initiatives in an uncoordinated way, advanced firms treat technology […]
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Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian 1 day ago
Business leaders in the financial services (FS) industry are used to tracking success with measures that reflect shareholder, investor and market regulator values like return on equity, net profit, assets under management and capital adequacy ratio. This is the ‘money story’. However, most don’t always know how these important measures are affected by customer experience (CX) and customer engagement, or the ‘customer story’.
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A Call To Action For Marketers

Marketers have eroded customers’ trust in their quest to know them better. What’s the best path forward?

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Protect Your Customers’ Lives Via Tech-Driven Innovation

James Staten 3 days ago
As you heard from us at last month’s Digital Transformation & Innovation 2019 Forum, all your innovation investments and efforts should be focused on addressing customer experience needs and challenges. For nearly every industry, a key aspect of this is proactively addressing any health issues or risks your customers face or may encounter in the […]
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First Forrester New Wave™ On B2B CDPs Sets The Bar For An Emerging Market

Steven Casey 3 days ago
Woohoo! We just published “The Forrester New Wave™: B2B Customer Data Platforms, Q2 2019” report, which profiles the 13 most significant vendors in this market: Arm Treasure Data, BlueVenn, CaliberMind, Celebrus, Dun & Bradstreet, Evergage, FirstHive, Lattice Engines, Leadspace, Lytics, Radius Intelligence, Tealium, and Zylotech. Based on our comprehensive criteria, Forrester’s take is that Lattice […]
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The Rise Of Virtual Care: Key Takeaways From Forrester’s New Wave™

Arielle Trzcinski 3 days ago
Virtual care is about to hit a major tipping point — in 2020, investments in virtual care are expected to outpace those in traditional care delivery. While the virtual care market continues to mature, healthcare organizations (HCOs) must develop an enterprisewide strategy to support comprehensive virtual care deployment. We identified three key observations that should […]
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Dun & Bradstreet Moves Up The Value Chain With Intent To Acquire Lattice Engines

Steven Casey 6 days ago
Yesterday, Dun & Bradstreet (D&B) announced its intent to acquire Lattice Engines. Both of us have covered these companies from a number of different perspectives, and we agree that the move makes sense for two primary reasons. First, adding advanced analytics and data management capabilities from Lattice accelerates D&B’s evolution into a comprehensive data platform […]
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VIDEO

Supercharge Your Employee Experience With Video

Nick Barber 6 days ago
Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. But with subpar technology solutions and little face-to-face interaction, home or remote workers end up frustrated and out of the loop. Video provides a platform to engage, train, and communicate effectively […]
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Breakthrough Or Bust: Understand And Master Consumer Energy

Discover the underlying forces that compel consumers toward or away from a brand experience

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Healthcare Organizations Are Future-Proofing Strategy And Operations With Cloud

Jeff Becker 7 days ago
Healthcare organizations (HCOs), once cloud laggards, are embracing public and private cloud services to address a wide range of business problems. A recent survey revealed that 76 percent of HCOs anticipate using public cloud services within the year, putting public cloud vendors on pace to be the most popular cloud services providers in healthcare. Why? […]
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Global Warming For Iceberg Metaphors

Josh Zelonis June 13, 2019
The Dark Web Is Nothing Fancy; It’s Really Just A Different Series Of Protocols Commonly when surfing the web, Transport Layer Security (TLS) is the cryptographic protocol that provides confidentiality for your communication with the server. The green lock on your URL bar is an assurance, but not a guarantee, that you’re communicating confidentially with […]
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What CX Should Mean For Government Leaders

Chris Gallacher June 13, 2019
CX4Gov starts with a simple premise: Put people, and their experiences, first. Regardless of your agency’s mission, it’s people (your employees) that get things done and people (your customers) that you serve.
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The Forrester Wave™: Data Management Platforms, Q2 2019

Tina Moffett June 13, 2019
I’m excited to share that our evaluation of data management platforms — “The Forrester Wave™: Data Management Platforms, Q2 2019” — is now live. In our 34-criterion evaluation, we identified the top seven DMP vendors — The ADEX, Adobe, Lotame, Neustar, Nielsen, Oracle, and Salesforce — and racked and stacked them on current offering, strategy, […]
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The Rise Of The Agile Employee

Alyson Clarke June 13, 2019
Digital leaders tell us that they often struggle to find the right people with the right skills, and competition for elite talent is fierce. As their firms become more advanced in their digital journeys — embracing new technology and evolving their business models — the skills and talent they need to execute on that become […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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A New Rhythm In HCM

Mark Brandau June 13, 2019
Maybe I’ve been in the software world for too long. Or maybe I’m a product of my earlier years. You might remember the old Russian proverb, “Doveryai, no proveryai,” which President Reagan made famous in the context of nuclear disarmament. Translated: “Trust, but verify.” Either way, I’m curious about a lot of things, question everything, […]
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Little Coordination, Even Less Hunting: External Data Remains Safe In The Wild

Jennifer Belissent, Ph.D. June 13, 2019
A few days ago, I delivered a Forrester webinar on external data: why you need it, how best to find it, and how to effectively buy it. Take a look at the replay: WEBINAR: Think You’re Doing Data Sourcing Right? Think Again The premise of the research (and the webinar) is as follows: Decision makers […]
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The Insights Beat: Save Your Data Strategy From A Nosedive

Srividya Sridharan June 12, 2019
(Jeremy Vale and Paolo Santamaria contributed to this post.) This month’s Insights Beat focuses on the latest research in our insights-driven playbook; showcases multiple data, analytics, and machine-learning vendor evaluations; and shines a light on B2B analytics techniques. Is Your Data Strategy Lacking? Time To Sound The Alarm In order to compete in the age of […]
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