Featured Blogs

Blog

How B2B CMOs Can Respond To Their CEOs’ Need For Certainty

Meta Karagianni 4 days ago
Now more than ever, B2B marketing leaders need a clear strategic vision that drives their companies' growth agenda. Learn how to create an actionable marketing strategy — and join us at B2B Summit North America to dive even deeper.
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Blog

Seize The Moment To Become A Future Fit Tech Leader

Phil Brunkard 4 days ago
In the face of near- and long-term threats, tech leaders need a clear vision and highly adaptive strategies. Learn what future readiness will require.
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Podcast

Reaching Beyond Delight In Customer Journeys

What It Means 4 days ago
Customer experience professionals often believe that delight is the ultimate emotional goal of every customer journey. In this episode of What It Means, VP and Principal Analyst Joana de Quintanilha explains how a wider understanding of emotion drives more-effective customer journeys.
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Enhance Your Customer Experience Strategy

Join us for two complimentary webinars on how European CX leaders can establish and grow their CX function, and measure CX within privacy regulations.

Blog

Why Invest In Customer Experience?

Martin Gill 5 days ago
The business benefits of strengthening CX are clear. Read the takeaways from our recent survey of European consumers.
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Blog

Why Citi’s $500M Mistake Is Really A Design Debt Interest Payment

Andrew Hogan 5 days ago
Bad user interface design cost Citi $500M in a painful example of how poor UX affects business results. It’s rarely as dramatic as a single $500M incident — at most companies, poor UX causes a steady drumbeat of avoidable mistakes that cost time and money.
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Podcast

The State Of Consumer Trust

What It Means February 18, 2021
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
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Blog

How To Establish And Grow Your Customer Experience Function In Europe

Joana de Quintanilha 3 days ago
Customer experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands. Our research shows that CX leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. The […]
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Blog

After Retail Banking, Now Banks Must Transform Their Corporate Banking

Arnav Gupta 3 days ago
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]
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Thrive In The New Era Of B2C Buying

Discover how your firm can grow and thrive over the next decade as new consumer buying patterns emerge.

Blog

Tech Giants Will Make Texas Power Reliable

Brent Ellis 3 days ago
We’ve been seeing lots of stories about the effect of the power outages in Texas, and more will come over the next few weeks. When it comes down to it, the “R” in ERCOT was overlooked. One of the lesser-covered issues in the media is the impact of that lack of reliability on the migration […]
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Blog

Lessons From A Cold Texan: How Marketers Can Prepare For A Crisis

Jennifer Rouse 3 days ago
Audience planning is a fundamental crisis mitigation strategy — is your company prepared for the unexpected? In her latest blog post for Forrester, analyst Jennifer Rouse serves up a lesson from recent emergencies to help emerging companies mitigate risk.
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Blog

Announcing The Cybersecurity Risk Ratings New Wave, Q1 2021

Paul McKay 4 days ago
The cybersecurity risk ratings (CSR) market is a bit like Marmite or SPAM (the pork product in a can, not the unwelcome emails) — some customers love it, others hate it. We see examples of both extremes in our customer interactions, interviews, and research on this market. Our responsibility as analysts is to highlight where […]
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Blog

Are Distributors The Future Of Distribution?

Jay McBain 4 days ago
I made a prediction in January of 2018 that IT distributor disruption would continue. It was obvious that industry consolidation was accelerating, major distributors were diversifying, and private equity was getting more interested in transforming the industry. In the second half of last year, the two largest global IT distributors were acquired by private equity, […]
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Blog

Environmental Initiatives Dominate Sustainability Efforts Of Financial Services Firms

Oliwia Berdak 5 days ago
Sustainability — with its focus on environmental, social, and governance (ESG) principles — is beginning to dominate political and business agendas worldwide. Even before COVID-19, initiatives such as the Paris Agreement or the European Green Deal aimed to mitigate climate change. The pandemic has exposed additional vulnerabilities in our economies, health systems, and societies. But […]
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B2B Summit North America

Join us for the year’s premier event for B2B marketing, sales, and product leaders. Get expert insights and analysis to define your vision and accelerate growth.

Blog

Forr The Planet: Sustainability Interview Series

Abhijit Sunil 5 days ago
Photo by Abhijit Sunil Atos In my research pursuit of technology sustainability, I have spoken to many technology and business leaders around the world about their sustainability initiatives. Occasionally, I encounter someone doing something special in this important business quest. I hope to interview as many of them as I can and share their insights […]
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Blog

Understand Today’s Investors In Metro China, Hong Kong, And Singapore

Tom Mouhsian 5 days ago
Why You Need A New Segmentation Approach To Understand Today’s Investors Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models. Self-directedness is a crucial dimension that reliably predicts many investor attitudes and behaviors (see Figure […]
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Blog

Inside The Black Box: Designing Sensors To Decode B2B Buying Signals

Jessie Johnson 5 days ago
Moving from click-based engagement to real-time buyer enablement requires a change in mindset from data collection to signal detection.
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Blog

Agile CMS Moves The Market Beyond Headless — The Just-Released Forrester Wave™ Evaluation

Nick Barber 6 days ago
Agile content management systems (CMSes) build on the momentum of nearly 30 years of delivering modern, digital, internet-powered experiences. With a nod to both developers and practitioners, agile CMS seeks to enable collaborative, iterative approaches to content and experiences that satisfy both sides of the house. Make no mistake, though, agile CMS is more than […]
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Blog

Automation Will Reshape Australia’s Job Market For Decades To Come

Sam Higgins 7 days ago
Seven years ago, you could have been forgiven for thinking that every second person you knew would be unemployed in just over a decade. Headlines at the time were sensational and alarmist after Oxford academics Carl Benedikt Frey and Michael Osborne estimated that 47% of American jobs were at high risk of automation. While we […]
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European Banking Brands: Improve Your Mobile Banking Experience

5 best practices and actionable tips to implement in your journey.

Blog

New Research Announcement — Now Tech: European Cybersecurity Consulting Providers, Q1 2021

Paul McKay 7 days ago
I just launched a Now Tech that lists out the major firms participating in the European cybersecurity consulting market, which has undergone a radical transformation in the last 12 months. Forrester Analytics Business Technographics® Security Survey, 2020, shows that clients have increased their use of consultants by 4% since 2019. They need skilled people to […]
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Blog

Facebook’s Ban On News Is A Blow To Consumers, Not Regulators

Sam Higgins February 22, 2021
UPDATE: On February 22, 2021, Facebook announced it would restore access to news media content in Australia. This decision was taken after the Australian Government agreed to changes within the regulatory regime that would; 1) take account of existing deals between platforms and publishers, 2) allow for mediation prior to arbitration; and 3) include additional […]
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Blog

Promising Improvements — Forrester’s US Retail Recovery Heat Map, February 2021

Sucharita Kodali February 19, 2021
Since April 2020, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating 11 metrics (across retail sales, local economic indicators, and virus spread), our model predicts that these metropolitan areas will face differing levels of COVID-19 disruption. For these metrics, we looked at US metropolitan-, […]
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Webinar

Enhance and Prove The Value Of Your Customer Experience Strategy

When working on measuring and proving the value of Customer Experience, we know that CX leaders are facing many challenges, including difficulties in making the case for CX and various privacy and ethics doubts when it comes to measurement. Forrester CX experts are joining forces for two live complimentary webinars to help you overcome these […]
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Blog

How PCC Turned Its Undifferentiated Rewards Program Into A Loyalty And Engagement Driver

Emily Collins February 19, 2021
Another undifferentiated loyalty program focused on cookie-cutter transactional rewards and lacking in customer insights. Does it sound familiar? Programs like this saturate the market even when retaining customers and earning their loyalty is more important than ever. Our data shows that even though nearly 90% of US online adults belong to a loyalty program, only […]
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Predictions 2021 Hub

Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.

Blog

Sales Tech Convergence And Confusion

Anthony McPartlin February 18, 2021
How do sales leaders, sales operations, and sales enablement practitioners navigate their way through an increasingly crowded technology space?
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Blog

Designing For Confidence In 2021

Andrew Hogan February 18, 2021
Coauthored with Senem Guler-Biyikli.  The “Design For Confidence“ report we published last year drew a lot of positive feedback because it describes what companies can do to create user confidence. These practices lead to successful user interactions, build trust, and facilitate adoption. For some companies, the report changed their practices: One company told us it reminded them to aim for emotions other than […]
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Blog

Zero Trust Is Not A Security Solution; It’s A Strategy

Steve Turner February 18, 2021
One of the top challenges and misunderstandings that I continue to see here at Forrester is about what the definition of Zero Trust actually is. Zero Trust is not one product or platform; it’s a security framework built around the concept of “never trust, always verify” and “assuming breach.” Attempting to buy Zero Trust as […]
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