Featured Insights

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.

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 […]

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, […]

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.