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Employee experience (EX) is top of mind for today’s companies. As we detailed in our report “Why EX? Why Now?” investments in EX yield both tangible and intangible business results such as reduced recruiting costs, lower attrition, higher employee work performance, and increased discretionary effort. The question still remains, though: What elements should businesses focus […]
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California is taking the lead in the US on privacy regulation with the adoption of the California Consumer Privacy Act (CCPA). Security and privacy professionals whose companies have consumers in California must get their implementation plans together now. Those that believe that CCPA is not their problem must think again: This is likely to be […]
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Extra, extra! Read all about it! TOPO declares that 86% of account-based organizations report improved close rates, and 80% say account-based strategies are driving increased customer lifetime value! TribalVision channels the ITSMA when it reports that companies implementing account-based marketing (ABM) strategies typically see a 171% increase in annual contract value! Really? Wow — huh, haven’t […]
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MEDIA ALERT
4 days ago
Cambridge, Mass.
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Lessons From Toy Land: Digital Strategy Beats Digital Marketing Mattel and Hasbro announced earnings this week. Both saw sales decline from the collapse of Toys”R”Us. But Mattel’s sales declined only 5% while Hasbro’s declined 13%, and Wall Street applauded the difference. Why? Because Mattel has been aggressively pursuing a digital products and channels strategy, extending […]
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Digital Disruptions Complicate Digital Intelligence Needs Digital intelligence (DI) — the practice of understanding and optimizing digital customer engagements — has been around for as long as the internet itself. But it has not remained stagnant. The practices and technologies needed to support DI have continued to be revolutionized by the digital disruption. And the number of […]
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FinovateEurope is back in full swing, so we wanted to share our impressions of Day 1. Here are Benjamin’s thoughts: And some further reflections by Aurélie and myself.
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Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it’s time to join organizations such as eBay, Financial Times, Flipkart, Starbucks, and West Elm in the movement to build progressive web apps that combine the discoverability and reach of the web with the experience and engagement of an app. As a […]
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Back in August of last year, I asked for good examples of augmented reality (AR), virtual reality, and mixed reality (MR), all together known as extended reality. Unsurprisingly, I saw plenty of examples of the type my original post complained about: visually stunning but almost entirely useless for anything other than showing off. Then there […]
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Forrester has just published its 2019 industry outlook for US tech budgets, with forecasts for how firms in different industries will increase and allocate their spending this year (see the Forrester report, “2019 US Tech Budgets: Industry Outlook“). Our overall forecast of growth is 6.1% for US business and government spending on tech goods; services […]
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After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience (CX) in Paris. It was a great pleasure for me to host about 150 leaders in a unique venue: the Parc des Princes (PSG’s football stadium!!) for a networking event to discuss CX trends and best […]
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What everyone will remember most about “Super Bore LIII” is not the game or the ads but the post-game tit for tat between Big Beer brands Anheuser-Busch InBev (ABI) and MillerCoors (MC). In Case The Game’s Dullness Induced You Into A Media-Blocking Stupor . . . Here’s what happened: ABI aired three Super Bowl […]
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Ugh. Everyone is talking about the citizen data scientist, but no one can define it (perhaps they know one when they see one). Here goes — the simplest definition of a citizen data scientist is: non-data scientist. That’s not a pejorative; it just means that citizen data scientists nobly desire to do data science but are […]
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Koninklijke Philips has come a long way since the Philips family began making light bulbs in the Dutch city of Eindhoven in 1891. Today the company focuses on healthcare, but it wants to do more than just build and sell medical products. The Financial Times recently quoted Philips CEO Frans van Houten: “In the future, […]
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You’re hearing with increasing frequency that social listening platforms (SLPs) are incorporating artificial intelligence and that AI may eventually unburden humans from heavy social data management and analysis. The reality: This is exaggerated. You still need a hefty amount of human involvement to set the rules, train the data, and maintain the platform. In researching […]
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This is part 1 of my blog series on the future of CX measurement (read part 2, part 3, and part 4). CX pros can learn a lot from the inverted U theory. It describes that more is better . . . until it isn’t. This theory is also called the Yerkes-Dodson law, and Malcolm Gladwell […]
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