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Last week, Publicis Sapient named John Maeda its Chief Experience Officer. You might be thinking “who?” if the rise in business’ focus on design has escaped your radar. Well, Maeda is a world-renowned design leader with a sterling résumé including 1) as an MIT Media Lab professor, 2) as president of one of the top […]

CMOs Must Balance Technology And Creativity Spending Marketers are overfunding technology and underfunding creativity. Forrester forecasts that spending for adtech, martech, data, and analytics will grow between 9% and 11%, while spending for agencies will grow a mere 2.4%. Consequently, the experiences that marketers create are built on the same common technology platforms, solve the […]

It’s not hard to see the signs that the data economy is heating up. Virtually all decision makers want to be insights-driven. They mine their own data, yet increasingly they want incremental insights that drive further differentiation and competitive advantage. External data hunting is on the rise: 56% of decision makers say their firms are […]

(Jeremy Vale coauthored this post.) Brace yourself: Computer vision is coming. “The Long Night” is finally over, and enterprises see the opportunity more clearly than ever. With AI replacing biological rods and cones, computer vision is now a must-have weapon in every firm’s arsenal. Computer vision solutions are spreading like wildfire. While use cases such […]

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 […]

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 […]

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. […]

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 […]

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 […]

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’.

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 […]

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 […]

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” […]

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 […]

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 […]

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 […]

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? […]

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 […]

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.