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Helping You Create Superior Digital Experiences And Products

Melissa Parrish June 13, 2022
We guide B2C digital leaders toward new horizons of success with Forrester Decisions for Digital Business & Strategy. Learn how.
Podcast

Encore Presentation — Avoid The Chatbot How-Can-I-Help-You Problem

What It Means 12 hours ago
The problem with chatbots can be summed up in one question: “How can I help you?” This question sets the expectation that a chatbot will be as helpful as a human agent, which isn’t true. But don’t scrap all your chatbots. Instead, invest in experience design, says VP, Principal Analyst David Truog on this episode of What It Means.
Blog

The Forrester Technology Strategy Impact Award Semifinalists For North America

Frederic Giron 21 hours ago
Drum roll, please! We announce the 10 semifinalists for the prestigious Forrester Technology Strategy Impact Award 2022 for North America!

Adapt To B2B Buyers’ Changing Behaviours

Gain insights and learn to respond quickly in order to remain competitive and drive growth.

Blog

The Three Key Inputs You Need For B2B Marketing Planning

Craig Moore 1 day ago
For a B2B annual marketing plan to be meaningful, marketing leaders need the right information — and to know how to find it.
Blog

Digital Platforms And Cloud — Looking Beyond The Buzzwords

Dario Maisto 1 day ago
Two vital questions come up repeatedly in client conversations about digital platforms and the cloud. We dig into those here.
Blog

Firms Struggle To Embed Sustainability In Customer Journeys

Thomas Husson 2 days ago
Many CX pros miss this opportunity. A new report provides examples of companies embedding sustainability at different journey stages.

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Blog

Announcing The Forrester Wave™: Global Adobe Services Partners, Q3 2022

Xiaofeng Wang 10 hours ago
I’m pleased to announce our recently published The Forrester Wave™: Global Adobe Services Partners, Q3 2022. In our 23-criterion evaluation of global Adobe services partners, we identified the 10 most significant ones — Accenture, Capgemini, Cognizant, Deloitte, dentsu, IBM, Infosys, Publicis Groupe, Tata Consultancy Services (TCS), and WPP — and researched, analyzed, and scored them […]
Blog

New Forrester State Of Account-Based Marketing Survey Reveals How ABM Budgets Are Shifting

Nicky Briggs 23 hours ago
Forrester’s latest State Of ABM survey for 2022 has just been released, providing new insights into the current state of the account-based marketing (ABM) landscape. This study is conducted every 1–2 years, and this is the first since the effects of the pandemic have started to stabilize, with B2B marketing starting to resemble something closer […]
Blog

The Convergence Of APIs And EDA: Roche Sets An Example

David Mooter 2 days ago
A digital business is one with technology at the core of its business model. Software is the expression of the business. A truly digital business quickly implements and continuously improves all its policies, processes, and procedures in software. It is widespread knowledge that APIs are key to becoming digital by building a platform business. Each […]
Blog

Future Fit Manufacturers Evolve Their Platform Strategies To Scale

Paul Miller 3 days ago
The launch announcements for Siemens Xcelerator and Horizon Nexus show how platforms are evolving in the manufacturing sector.
Blog

Customer-Centricity And Personalization In Banking Need Product Externalization

Jost Hoppermann 6 days ago
Application architectures in banks cannot afford to treat product-centricity as a stepchild, but need to focus on it as much as on customer-centricity. Product externalization helps banks move in this direction.
Blog

Enterprises Are Modernizing In The Cloud And At The Edge — Build A Backup Strategy To Match

Brent Ellis 6 days ago
Enterprises are using cloud and cloud-native technologies to digitally transform their businesses to be more creative, adaptive, and resilient. As they have done so, however, traditional backup strategies have struggled to protect corporate data in the face of new threats such as ransomware and in new locations such as the edge, hyperscaled cloud, and software-as-a-service […]
Blog

Banks Must Stop Acting Ad Hoc If They Want To Earn And Keep Customers’ Trust

Tom Mouhsian 6 days ago
As custodians and lenders of money, banks cannot exist without their customers’ trust. But why do so few banks around the world actually track and measure it? We’ve examined how banks themselves look at trust and, even more importantly, what they actually do about it.

Orchestrate Your B2B Marketing Organization For Success

Learn how to align teams, workflows, and tools for optimal results.

Blog

Put Your Computer Vision Models In “The Matrix” With Synthetic Data

Rowan Curran 7 days ago
As artificial intelligence charges forward on many fronts, computer vision continues to be one of the most, if not the most, critical method of connecting the real and digital worlds. Computer vision is now well out of niche implementations and use cases and has mass-market appeal across industries and applications. Despite its usefulness, computer vision […]
Blog

DevOps 2030: People, Practices, And Platforms

Charles Betz June 30, 2022
When we imagine the future of DevOps, we see three primary vectors of evolution: people, practices, and platforms.
Podcast

The Trouble With Thought Leadership

What It Means June 30, 2022
Thought leadership content is everywhere. But, too often, it’s neither particularly thoughtful nor leading, say analysts Ian Bruce and Lisa Gately. On this week’s What It Means, they discuss what defines good thought leadership and how B2B firms can create it.
Blog

Healthcare Providers Must Embrace Precision Medicine Or Risk Losing A Competitive Edge

Alexander Shlyankevich June 29, 2022
The age of personalized medicine is here. Read about three obstacles that healthcare providers need to overcome to adopt it.
Blog

The Interminable Wait: The NIST Post-Quantum Competition

Sandy Carielli June 29, 2022
While we wait to learn the winners, here's a bit of history.

Design Better Chatbots

Here's how to create chatbots that customers will love.

Blog

The Customer Lifecycle Is The Design Muse To Accelerate Your Journey To Customer Obsession

Lori Wizdo June 29, 2022
Learn how the Forrester Customer Lifecycle Framework helps B2B and B2C business leaders — enterprisewide! — calibrate what are too often internally focused processes instead of the customer’s process and perspective in order to become more customer-obsessed.
Blog

Pega Grapples With The Outcome Of The Appian Lawsuit

Rob Koplowitz June 28, 2022
On May 9th, 2022, a jury awarded Appian more than $2 billion for misappropriation of trade secrets by Pegasystems (Pega). On May 10th, Pega responded to the decision with this 8K filing to the SEC. The verdict, by any calculations, is huge. Since the verdict, multiple law firms announced legal actions on behalf of Pega […]
Blog

The EU Strikes Again As A Global Leader In Mindful Media: Updated “Code Of Practice On Disinformation”

Kelsey Chickering 28 Juin 2022
The EU announced an updated Code of Practice on Disinformation, aimed at combating the online spread of disinformation via regulatory measures, including “demonetizing the dissemination of disinformation.” Forrester’s research shows that the monetization of disinformation is a vicious cycle in which the ad supply chain infrastructure supports and funds — often inadvertently — the spread […]
Blog

Introducing Forrester’s Now Tech: Data Resilience Solutions Suites, Q2 2022

Brent Ellis June 28, 2022
Data resilience solutions suites (DRSSes) can provide a holistic structure for a business’s data resilience and backup strategy. A DRSS can address some persistent threats such as cybersecurity attacks, which can increase the complexity of a company’s data protection efforts. It can also provide security around data in case of deletion or disaster recovery. Forrester’s […]
Blog

B2B Firms: Adopt A Bespoke Approach When Collecting Feedback From Large, Complex Clients

Maxie Schmidt-Subramanian June 28, 2022
B2B firms work hard to build relationships with their clients. Yet the way they collect feedback and measure CX can undermine that work.

How To Prioritise Your Customer Experience Projects

Too many CX projects, not enough resources? Make better prioritisation decisions with Forrester's proven framework. Watch the on-demand webinar.

Blog

Annual Planning Season Is Approaching — Make It As Productive As Possible

Craig Moore June 27, 2022
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

Picking An Agency To Maximize The Value Of Your First-Party Data

Stephanie Liu June 27, 2022
For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships. In Forrester’s Q1 B2C Marketing CMO Pulse Survey, 2022, a whopping 76% of B2C marketing respondents said that they are […]
Blog

Emotional Quality Of Experiences: The 2022 CX Index Bright Spot

Linda Ivy-Rosser June 27, 2022
Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent.  According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020. 
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