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The New Era Of Marketing Strategy

Melissa Parrish May 14, 2019
When marketers fail to understand the complexity and nuance of how customers’ core characteristics evolve, people lose trust in them. As they look elsewhere, customers have found a more nimble set of businesses to meet their needs: direct-to-consumer (DTC) brands.
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Future Healthcare Success Is Rooted In Exceptional CX

Faith Adams 2 hours ago
We know that better customer experience (CX) in healthcare better engages customers and patients, improves care outcomes, and reduces costs. But there are several factors contributing to lagging CX in healthcare. The most common pitfalls we observe with healthcare organizations (HCOs) are that they: Have a limited understanding of customers’ wants, needs, and behaviors. Healthcare […]
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PODCAST

“Direct-To-Value” Is An Opportunity For B2C Brands

What It Means 13 hours ago
How should incumbent brands respond to the direct-to-consumer (DTC) phenomenon? To help firms answer this crucial question, we’ve released Principal Analyst Ryan Skinner’s keynote from Consumer Marketing 2019.
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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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Make Addressing Climate Change A Priority For Your Tech-Driven Innovation Efforts

James Staten 2 days ago
If your firm is customer-obsessed, then a key focus should be on addressing emerging customer needs — and, sadly, where and how customers can live is rising fast as a global concern. As noted in my new Forrester report on the importance and impact of moonshot innovations, part of your focus should be on emerging […]
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Service Providers Begin To Get With The New Dynamic At Microsoft

Leslie Joseph 2 days ago
Microsoft CEO Satya Nadella made a statement last year at a media briefing that has stuck with me: Our business model fundamentally is about creating more surplus outside us. We will only be long-term successful if people are making more money around us. This is quite a pivot for a company which, under Steve Ballmer, […]
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CX NYC 2019: Q&A With Rick Parrish On Values-Based Selling

Rick Parrish 3 days ago
Consumers are paying close attention to brands’ moral, social, and political values. They’re making buying decisions based on the values a brand stands for. However, our research shows that companies lack a systematic approach to values. At CX NYC 2019, I’ll share findings from our values-based experience framework that will help customer experience professionals evolve their approach in this emerging area. I sat down with Forrester's event team in advance of the forum for a sneak peek into the findings.
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Your Customers Want to Self-Serve — It’s Good For Them And Good For You

Kate Leggett 2 hours ago
Your customers have more choice over what products to buy, where to buy them, and how to buy them. What they don’t have is time. In fact, Forrester finds that two-thirds of customers say valuing their time is the most important thing a company can do to provide them with good service. Customer service organizations […]
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Follow The ABM Road Map To Recruit The Right Channel Partners

Steven Casey 3 hours ago
As the artificial distinction between account-based marketing (ABM) programs and everything else we do in B2B continues to dissolve, more firms are realizing that they can leverage the same account-centric strategies, tactics, and technologies to improve the performance of every aspect of their businesses. That includes partner marketing programs, which face two significant challenges today. […]
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June 11–12 • New York

Achieve Radical CX Innovation

Learn skills and get inspired at CX NYC 2019.

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A Glimpse Into The Future Of The Store

Xiaofeng Wang 8 hours ago
Offline stores are more important than ever despite the eCommerce boom. How will digital technologies transform the future of the store? My colleague Michelle Beeson and I share our points of view. For more research, see the digital store playbook for 2019 and “Case Study: Intime Embraces New Retail Transformation To Drive Growth.”
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AI, Automation, And Robotics . . . Oh My!

Brandon Purcell 23 hours ago
As companies strive to improve customer experience through better customer and employee engagement, they inevitably face the problem of scalability. How can we provide a seamless, convenient, and consistent experience to all our customers? And how can we best equip our employees to do so, as well? The technologies in our recently published “The Forrester […]
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WEBINAR

Breakthrough Or Bust: Understand And Master Consumer Energy

2 days ago
Forrester’s Consumer Energy Index tracks the underlying forces that compel consumers toward or away from a brand experience. Learn what consumer energy is, how it shapes your customer relationships, and how to master it to draw customers in.
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The Impact Of Digital Transformation On The Vulnerability Management Space

Josh Zelonis 2 days ago
As I’m kicking off the next iteration of the Forrester Wave™ for vulnerability risk management in the coming weeks, I’ve been fielding a lot of questions about what I’m going to be focusing on and why. Traditional vulnerability management solutions date back 30 years and are a critical element of an infrastructure hardening process, but […]
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Employee Engagement And Cultural Transformation Drive Customer Experience

Dan Bieler 2 days ago
Employee engagement is critical for customer experience.
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Reinvent Your Security Strategy With Zero Trust

Just as your business becomes increasingly data-centric, so must your security strategy and architecture.

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Harry’s Acquisition Reaffirms It: Brand-Building’s In A Generational Shift

Ryan Skinner 3 days ago
Like fading celebrities, brand owners fear one thing most of all: irrelevance. “I think my mom/dad/grandma/grandpa uses them.” The horror. Edgewell Personal Care’s most recent annual report is all about that horror. In so many words, it acknowledges that its primary men’s grooming brands — Schick and Wilkinson Sword razors, among others — are grandpa […]
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CX Execs Rise To Power Across B2C And B2B Industries

Angelina Gennis 3 days ago
Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries. But we’ve seen more than 1,000% growth in the CX executive role in just five years, and in that time, many have turned that new frontier into an established practice and […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini 3 days ago
Even Big Digital Companies Need Little Humans . . . Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit . . . and go start a local last-mile delivery business. The eCommerce giant had previously invested in local delivery companies, seeding the creation […]
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Global Accessibility Awareness Day: Equal Access Is Good Business

Gina Bhawalkar 6 days ago
Yesterday, my LinkedIn feed lit up with posts from individuals and companies stating their commitment to digital inclusion. Why? Because it was Global Accessibility Awareness Day (GAAD), a day aimed at getting everyone talking and learning about digital accessibility and inclusive design. Why do we need a day dedicated to this? Because many companies are […]
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It’s Time To Transform Insurance Claims

Oliwia Berdak May 16, 2019
My house is almost a hundred years old. And while it might have some lovely period features (often estate agent speak for dilapidation), it also requires constant care. This makes good home insurance vital. Because I am an insurance geek and cover insurance at Forrester, insurance companies that get me as a customer are rather […]
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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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The Rise, Fall, And Rise Again Of The Integrated Developer Toolchain

Christopher Condo May 16, 2019
The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down upon as a step in the wrong direction when it comes to innovation and providing value to developers. But […]
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To Excel At Customer Obsession, You Need An Adaptive Operating Model

Gordon Barnett May 16, 2019
Many firms have used Forrester’s principles of customer obsession to guide their business and IT transformation journey, striving to be customer-led, insights-driven, fast, and connected. But in their pursuit, most firms fall short when it comes to organizational change. Rather than undertake a full organizational design exercise, firms are adopting tactical change, creating agile delivery […]
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PODCAST

Edge Computing: How And Why Now

What It Means May 16, 2019
Intelligent technology is spreading to fridges, bridges, televisions, and more. Edge computing seeks to link these smart devices into a smart ecosystem that can work with previously unimaginable complexity and speed. VP and Principal Analyst Brian Hopkins explains how.
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Research Announcement: Forrester Wave™ Evaluation Of Cybersecurity Consulting Providers In Asia Pacific

Jinan Budge May 15, 2019
Research announcement: Another Asia Pacific Forrester Wave™ evaluation is coming. This time, I will be evaluating cybersecurity consulting providers in the region. Gather round! The cybersecurity consulting market has been alive and well in AP since I began my career many years ago. I have worked at — and was a client of — a […]
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Reviewing Forrester’s 2019 New Tech Predictions — How’d We Do So Far?

Carlton Doty May 15, 2019
Back in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year and even predicted that GE would turn a corner this year. Let’s see how we did so far with a few of them. Additive manufacturing will save […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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The Good, The Bad, & The Ugly Of Canadian Mobile Banking Experiences In 2019

Gina Bhawalkar May 15, 2019
Mobile apps have become the touchpoint of choice for millions of people to manage their finances, and Forrester regularly reviews those of leading banks. We just published our latest evaluations of the apps of the big five Canadian banks: BMO, CIBC, RBC, Scotiabank, and TD Canada Trust. Overall, they’ve raised the bar, striking a good […]
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The Good, The Bad, & The Ugly Of US Mobile Banking Experiences In 2019

Peter Wannemacher May 15, 2019
Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly reviews the mobile apps of leading banking brands around the world.
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Who Moved The Communications Services Sector?

Abhijit Sunil May 14, 2019
Success in the communications services sector is indeed a capricious piece of cheese. As new technologies mature, the distinction between technology, media, and telecommunications industries blur. Navigating this space to sustain growth and competitive edge is no easy task for the CxO.
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