Featured Insights

Infographic

The Power Of The Values-Based Consumer — And Of Authentic Brand Values

Jim Nail February 14, 2020
As consumers look to align their purchases with their principles, opportunities arise for brands. Learn what it takes to connect with this purpose-driven segment. 
Read More
Podcast

Rebooting The Sales-Marketing Relationship

What It Means 19 hours ago
The sales-marketing divide of old lives on at many companies. Overcoming it is critical to giving today's savvy buyers the seamless experience that they expect. On this week’s What It Means, Phil Harrell, vice president and group director, explains how to bridge the disconnect to drive better results.
Listen Now
Blog

Q&A On CX Measurement And ROI

Maxie Schmidt 1 day ago
Find takeaways on the best ways to measure CX performance, the time it takes to realize a return on CX investments, and more from our recent CX ROI webinar.
Read More

The CIO In 2020: A Window Of Opportunity Webinar

Learn how to transform your organization with a customer-first mindset while your competitors play wait-and-see this year

Blog

Future Of Retail 2020: Retail CMOs Must Invest In Total Brand Experience

Fiona Swerdlow 1 day ago
Direct-to-consumer competition and pressure to deliver ever more impactful experiences are reshaping the chief marketing role at retail brands.
Read More
Blog

Computer Vision Joins The Fight Against Coronavirus

Guannan Lu 6 days ago
In China, local tech companies have worked to slow the spread of the illness, demonstrating the potency and real-world value of emerging technologies.
Read More
Podcast

Employee Experience Bill Of Rights

What It Means February 20, 2020
The specter of automation-driven job loss has made employees anxious and resistant to change. Principal Analyst J. P. Gownder joins to explain how an employee experience (EX) “bill of rights” can allay fears and boost morale by: 1) cementing what employees can expect and 2) ensuring that automation won’t cost your firm its valuable talent.
Listen Now

Subscribe to updates

Thanks for signing up.

Stay tuned for updates from the Forrester blogs.

All Insights

Blog

The Time For Digital Rhetoric Is Over: Governments Must Overcome Execution Barriers And Fulfill Their Promises

Sam Higgins 20 hours ago
I recently had the pleasure of congratulating Chris Fechner on his appointment as the new Queensland government chief customer and digital officer, a position announced by Minister for Digital Technology Mick de Brenni late last year. Chris leaves behind the role of chief digital and product officer for Service NSW, which itself was only created […]
Read More
Blog

Limitations Of Augmented Reality: Lessons Learned From Laan Labs

Julie Ask 1 day ago
I had the opportunity to speak with the founders of Laan Labs today — Jason Laan, Christopher Laan, and Will Perkins. I learned a couple of really important points about the limitations of augmented reality (AR) today. They include: Consumers expect magic, but it just isn’t there today when it comes to precision. Some of […]
Read More

Webinar: How To Prove The ROI Of CX

Learn more about the ROI of CX and CX measurement 

Blog

Where To Start Your Business Case

Veronica Iles 1 day ago
When approaching a business case, identifying the impacted areas can seem daunting. Luckily, with a little help, anyone can start estimating the impact that a new technology solution can have on revenue, cost savings, and other benefits. Technology solutions come in a variety of shapes and sizes; they are tailored to address needs across all types of industries, channels, and business segments. While no single technology solution can solve every problem, one business […]
Read More
Webinar

Super Bowl Sponsors and Presidential Hopefuls Know Why Your Digital Advertising Spend May Be Wasted

1 day ago
Learn about the faulty logic of digital advertising and simple techniques for getting an accurate handle on the real ROI.
Register Now
Blog

The Right Way To Think About “Company Values”

Anjali Lai 1 day ago
Leaders are using the term “company values” with such force and frequency that it’s hard not to toss it into the infamous camp of marketing buzzwords. Google data shows that “company values” as a search term is twice as popular today as it was in 2015. Talk of company values is not to be dismissed […]
Read More
Blog

Cloud, Edge, And Beyond

James Staten 1 day ago
At the PTC’20 conference in Hawaii earlier this year, myself, Joe Weinman from XFORMA LLC, and Dave Temkin from Netflix conducted a power session on how new networking technologies (such as 5G), plus emerging software, computing, and storage approaches, are driving massive corporate IT transformations. These technologies are coming together to help clients drive up […]
Read More
Blog

Key Considerations On The “New” Cornerstone OnDemand

Mark Brandau 1 day ago
Recent Acquisitions Set The Stage For A Scalable Learning And Talent Powerhouse Cornerstone OnDemand, a long-standing provider of corporate learning and talent management solutions, entered into an agreement to acquire Saba, an early innovator in corporate learning and talent management solutions. This is not the first acquisition announcement by Cornerstone this year. In January, it […]
Read More

The CIO In 2020: A Window Of Opportunity

The IT leader’s guide to capitalizing on uncertain times.

Blog

InMoment To Acquire MaritzCX — A Strong Match For CX Leaders Looking For Technology And Services

Faith Adams 1 day ago
This morning, InMoment announced that it will be acquiring fellow Utah-based customer feedback management (CFM) vendor MaritzCX. For InMoment, this acquisition will do more than increase its customer base — it moves the vendor from being classified as a medium-sized voice-of-the-customer (VoC) vendor to a large one sitting along with Cisco Webex XM, Medallia, NICE, […]
Read More
Blog

Digital Services 2020: Time For A Reality Check

Amanda LeClair 1 day ago
Cliché, but true: Digital transformation takes more than a village. The Forrester Analytics Global Business Technographics® Business And Technology Services Survey, 2019, revealed that working with services providers to accelerate transformation is the top transformation action that surveyed services decision makers are taking this year. Despite the importance of and significant investments in these relationships, […]
Read More
Blog

Luxury Brands’ Three Best Practices In Coping With COVID-19

Xiaofeng Wang 2 days ago
The COVID-19 outbreak is taking a toll on the global luxury industry that is heavily dependent on the spending of Chinese shoppers at home and abroad. In spite of difficulties, leading luxury brands responded quickly to the crisis and took positive initiatives in brand communication, customer engagement, and digital marketing. Best Practice No. 1: Increase […]
Read More
Blog

Ten Years In Augmented Reality: We’ve Come A Long Way [Wannaby]

Julie Ask 2 days ago
Augmented reality (AR) has improved dramatically in the past 10 years. Ten years ago, AR was far too often gimmicky, unstable, and disappointing to consumers. It surfaced simple information well but fell short on animations. The digital content was more cartoonish or rough, and the tracking leaned toward being unstable (you needed perfect or steady […]
Read More
Blog

Unpacking “Value” As A Key Concept For Organizations

Maxie Schmidt 2 days ago
Ask three people what they mean by “value,” and you’ll get five definitions. Unfortunately, that lack of clarity means that your stakeholders and colleagues won’t understand the different concepts behind value and will talk at cross-purposes, which wastes time and energy, holding back your organization from making the changes it direly needs. When discussing value […]
Read More
SiriusDecisions

SiriusDecisions Summit 2020

Summit is the premier gathering of b-to-b sales, marketing and product leaders.

Blog

Beware Of The Confusion: VoC Solutions Deliver More Horsepower Than What CRM Can Do

Faith Adams 2 days ago
Lately, we’ve received many questions about whether customer relationship management (CRM) vendors, specifically Salesforce, can do the same things that customer feedback management (CFM) platforms and voice-of-the-customer (VoC) specialists can do. The short answer is no. They can, however, complete some of the actions. When Salesforce acquired Tableau back in June, the acquisition wasn’t a […]
Read More
Blog

Google Moved The Privacy Protections Of Its UK Users To Its US Entity — This Is A Change That Affects You

Enza Iannopollo 2 days ago
With Brexit official as of January 31, the UK and the EU now have just 10 months to hammer out the policy details of their separation. In the meantime, rules — including those applicable to data privacy — will continue to apply as normal. However, Google isn’t waiting for the end of the transition period […]
Read More
Video

The First-Ever Forrester Wave™ Evaluation On Security Awareness And Training Solutions Is Here!

Jinan Budge 2 days ago

Read More
Blog

Legacy Brands, Take Note: The FTC Won’t Protect You From DTC Competition

Jim Nail 3 days ago
The Federal Trade Commission (FTC) recently sued to block Edgewell’s acquisition of shaving direct-to-consumer (DTC) company Harry’s, fearing industry consolidation since Edgewell owns the Schick and Wilkinson blade brands. It’s a disappointment to Harry’s founders and VC investors, to be sure, and perhaps even a deterrent to further VC investment in DTC disruptor companies. But […]
Read More
Blog

Why The Private Sector Will Play An Increasingly Bigger Role In Climate Change And Sustainability

Stephanie Balaouras 3 days ago
In 2017, the US, famously and controversially, made the decision to withdraw from the Paris climate change agreement. And some of the 187 countries that remain in the agreement are struggling to meet their commitments. Recently, Australia came under international criticism for proposing to use a dubious accounting method to meet its 2030 carbon reduction […]
Read More

CX North America 2020

Join 50 Forrester analysts and 1,500 CX industry leaders for three days of innovative customer experience thought, tech, and strategy.

Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 3 days ago
Don’t Read This Before Dinner There are some things that can’t be unseen. Chief among them, a Whopper decomposing in high definition to demonstrate that Burger King plans to remove artificial colors, flavors, and preservatives from the burger. Industry pundits are all abuzz with opinion (ahem!), and Burger King is the toast of media town, posed for ad award glory. But will it help Burger King sell more burgers? So far, Burger […]
Read More
Blog

The Good And The Bad Of US Federal Website UX

Gina Bhawalkar 3 days ago
We recently evaluated seven of the most-visited US federal websites. Here’s a sampling of the good and the bad from what real users of these websites told us: “I found the website very easy to navigate. Everything was on the home page. The links were easy to understand.” “Each page has a lot of information, […]
Read More
Blog

“Alexa, Stop Leaking My Data.” — How Consumer Smart Devices Threaten Company Assets

Christopher Sherman 3 days ago
Most of us have heard about the vulnerabilities in smart devices that enable hackers to spy on, and communicate with, unsuspecting victims. While regulators struggle to standardize security requirements for the internet-of-things (IoT) market, companies and their employees remain vulnerable to a slew of unsecured devices. Considering the consumer IoT market is expected to grow […]
Read More
More posts