Blog
I’m pleased to share that on November 1, 2022, I joined Forrester’s customer experience (CX) team reporting to Rick Parrish. This group is core to creating Forrester’s customer experience service and the CX Leader Success Cycle, which guides how CX leaders improve performance and justify greater investment in customer experience. Now, this doesn’t mean that […]
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We look at a few ways that retailers can use messaging to support customers through the holidays and beyond.
Blog
Healthcare and life sciences companies: Fill out Forrester’s executive survey in exchange for personalized feedback on your state of digital experiences, as well as key industry benchmarks.
Blog
Competitive business strategy will primarily be driven by an organization’s ability to compete through digital experiences on the digital shelf. It is estimated that more than $500 billion is spent annually to get increased digital shelf visibility every year. The enterprise applications and services that bring these digital experiences to life will become the lifeblood of organizations. As a part of this accelerating evolution, the delivery of enterprise content is becoming critical to help businesses attain their goals and meet their customers where they are. I am very excited to focus my research on examining the intersection of content technologies and digital business strategy.
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As we head into another year of economic uncertainty, panic and fear seem to be gripping many organizations. From mass layoffs in the tech sector to hiring freezes, the world of CX has a right to be concerned. Given the shifts in design awareness and transitions over the last decade from “what it looks like” to “how it works,” however, we predict that designers and the experience design community will be more important than ever.
Blog
“Help us help you.” This was the call to action we put out in July and August of 2022 to voice-of-the-customer (VoC) and customer experience (CX) measurement leaders around the world. We asked CX professionals responsible for VoC and CX measurement activities to tell us about their teams’ scope and structure, practices, and challenges. In […]
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Get To Know Matt Most people who know Matt know he has a passion for travel and immersing himself in other cultures. He studied abroad in destinations including Argentina, Morocco, and Hong Kong in high school, college, and grad school. His career also provided him with the opportunity to take up residence in Turkey and […]
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Apptio, a pioneer in the technology business management (TBM) field, welcomed some 1,000-plus in-person attendees to its annual conference November 7–9, 2022, in Austin, Texas. Now years in the running, the company launched TBM and the Technology Business Management Council, a quasi-user group and think tank for viewing, understanding, and analyzing IT cost data. The […]
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For a B2B annual marketing plan to be meaningful, marketing leaders need the right information — and to know how to find it.
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Meet Tope Olufon, the new analyst covering cybersecurity in EMEA.
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Following the previously published report covering key CDP vendors in Asia Pacific, I interviewed 10 customer data platform (CDP) customers in the region and published a new report, The State Of Customer Data Platforms In Asia Pacific. Here are the key findings on the state of CDP in APAC. CDP Popularity In APAC Varies By […]
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Read our 2023 predictions for data mesh: Clarity, challenges, more confusion, and opportunities are all just part of the journey.
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In an uncertain economic climate, having a sound marketing planning process is critical. In this first post of a three-part series, we introduce a methodical approach to B2B marketing planning.
Blog
This blog was written in collaboration with Anna Synakh. Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. In our new report, Case Study: […]
Blog
… Or, What We Should Plug Into Slack, Teams, And Other Chat Platforms Over the past decade, chat platforms have become a fixture of the workplace (yes, somehow it’s already been more than 10 years). This is due to them supporting rapid informal communication as well as their extensibility. For years, organizations have had success […]
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The firms that prove most resilient have innovation processes built into their culture and leverage adaptive technology platforms. Learn how you can do this at your firm.
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After a period of scrambling many technology leaders are looking to get their technology strategy more future fit. Here's how you can do it.
Podcast
Which emerging technologies should be on your radar in the year ahead? VP, Emerging Tech Portfolio Brian Hopkins and VP, Principal Analyst Julie Ask walk through Forrester’s list of the top 10 emerging technologies to watch.
Blog
Have you considered buying a revenue operations and intelligence (RO&I) or sales engagement platform? If so, you’ve likely seen vendors touting the benefits of their native Salesforce capabilities. That’s a good thing, right? Most clients I’ve spoken with believe a native application is a positive feature. Vendors know this and look for any opportunity to […]
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The global insurance industry will face a challenging market in 2023, with policy lapses, lower IT spending, and insurtech turbulence.
