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Vital Partnership Or Unholy Alliance? Decoding The Software/Service Provider Relationship

Ted Schadler April 5, 2019
Software vendors such as Adobe, Salesforce, and SAP and experience agencies such as Accenture Interactive, MRM McCann, and VMLY&R need each other to survive. And you need them to work well together to build you great — and differentiated — digital experiences. The worst-case alternative is project failure and maybe losing your job. But how […]
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Future Of Retail: How Brands Should Handle Automation In 2019

Fiona Swerdlow 21 hours ago
To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions To Retail.” Recently, Claudia interviewed J. P. Gownder, VP and principal analyst on Forrester’s CIO team and an expert in automation technologies. Here’s what J. P. thinks retailers and brands should expect and focus on regarding […]
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Yes, You Still Need To Prep For Brexit

What It Means 1 day ago
The terms of Brexit are (still) uncertain. But you’ll thank yourself later if you prep for Brexit now. VP and Group Director Laura Koetzle advises how you should handle key issues on this week’s What It Means.
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Reinvent Your Security Strategy With Zero Trust

Just as your business becomes increasingly data-centric, so must your security strategy and architecture.

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Future Of Retail: Applying 2019 Predictions To Retail — Blog Series

Fiona Swerdlow 2 days ago
To help retailers and brands plan for 2019 and beyond, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect the retail industry for our blog series, “Future Of Retail: Applying 2019 Predictions To Retail.” In our blog series, we will explore how predictions across AI, automation, CX, […]
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The MITRE ATT&CK Framework Is Not A Bingo Card

Josh Zelonis 2 days ago
I occasionally find people mapping their SOC capabilities to the ATT&CK framework by checking off specific techniques that they have shown they are able to detect with the intent of measuring coverage within their SOC. In this blog post, I hope to clarify why this strategy may be misleading. There Are No Bad Actions, Only […]
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Stop Trying To Replace Your Agents With Chatbots — No, Seriously!

Ian Jacobs 2 days ago
Customer service organizations have been looking for ways to cut costs for decades. Now that chatbot mania has taken over, many are jumping on the bandwagon and attempting to replace their human agents with chatbots. In theory, that makes sense — a chatbot costs less than a human over time, and most customer service organizations […]
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CX Pros, Add Rigor To How You Prioritize And Drive Business Results

Riccardo Pasto 3 hours ago
Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and differentiate with customer experience (CX). Take Australia, for example. Forrester’s Customer Experience Index (CX Index™) data shows how CX quality in Australia languished, and yet again, no brand managed to make it into the excellent category. On average, […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini 19 hours ago
Is There A Resurgence For The CIO Role? For years, the CIO role looked like it had been moving toward “chief infrastructure officer,” with many executives feeling like the transformative part of their job had been carved out and handed to chief digital officers. We have always been dubious that CDOs without deep technology expertise […]
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May 14–15 • Chicago

Master Tech-Driven Innovation

Join us for Digital Transformation & Innovation 2019.

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Q&A — Evan Jones, CMO Of Fender

Melissa Parrish 23 hours ago
The feedback on Consumer Marketing 2019 is rolling in: Attendees loved our focus on the direct-to-consumer (DTC) challenger brand trend, why consumers are responding so positively, and how traditional brands can learn from these up-and-comers. In fact, the audience was so engaged with the content and speakers that questions kept coming in long after the […]
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Scaling Agile: Don’t Copy Spotify; Learn From It! — Part 1

Diego Lo Giudice 2 days ago
How can mainstream enterprises successfully adapt an approach from a digital-native unicorn? While you can’t copy culture, there is a lot you can learn from it. Check out my video below to learn how the Spotify approach will — or won’t — help your company scale its Agile development. For more information, read my latest […]
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Assessing Your Digital Maturity — What Does Excellence Look Like?

Ted Schadler 2 days ago
Wall Street loves a digital business. These technology-driven innovators, which put customer acquisition, retention, and experience at the center, have a different way of looking at the world. They are rewarded with growth and investment. And it’s not just digital natives. Digitally advanced incumbents, firms such as Accenture, Capital One, Microsoft, and Philips, also see […]
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A Guide To 5G Strategy

Dan Bieler 2 days ago
The hype around 5G is growing. Governments are auctioning off the necessary spectrum; telcos are testing the first 5G networks; handset vendors are announcing the first 5G smartphones; business users are exploring potential 5G use cases; and consumers are seeing media reports about the possibilities of super-fast broadband. And yet, are you familiar with the […]
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How Mature Is Your CX Program?

Great CX requires excellence in six competencies.

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Let’s Unpack The Latest Agency Acquisition — Epsilon + Publicis = ?

Fatemeh Khatibloo 3 days ago
On Monday, Publicis Groupe officially announced its plans to acquire marketing services agency and loyalty provider Epsilon-Conversant from Alliance Data Systems for US$4.4 billion. We predicted this acquisition months ago, since IPG’s purchase of Acxiom and Dentsu Aegis Network’s (DAN) purchase of Merkle left Publicis as the only holding company without a significant data management […]
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IBM Sells Out — Another Marketing Cloud Bites The Dust

Joe Stanhope 3 days ago
On April 4, IBM announced plans to sell its marketing technology (martech) assets to investment management firm Centerbridge Partners. Upon completion of the deal, likely midyear following the customary regulatory and closing requirements, Centerbridge will form a new, standalone company based around the former IBM tech. Current IBM Watson Marketing leadership and staff will continue […]
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Justify Your Investment In The People And Awareness Side Of Security

Jinan Budge 3 days ago
Investment into changing security culture and behavior via security awareness and training (SA&T), if done correctly, has the ability to transform your security team’s function and reach. We need to invest in these people-related initiatives to harden the ever-important human firewall. But there’s also more to this story: Changing the culture around security has the […]
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Riding The Wave Of Zero Trust Means That You Must Paddle Out

Chase Cunningham 4 days ago
Since RSA this year, the drumbeat of Zero Trust across the market has continued to grow louder. Almost daily, the inquiries and conversations around Zero Trust and ZTX are coming in at an ever-increasing rate. That’s a good thing. In truth, most of the inquiries are from end user clients now, vice the vendor side […]
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What XD Pros Can Learn From Diversity And Inclusion Leaders: Highlights From The From Day One Conference In San Francisco

Gina Bhawalkar 7 days ago
Does your company have a diversity and inclusion (D&I) program? There’s a good chance you do — D&I is currently having its moment in the spotlight. But the D&I conversation at many organizations neglects a crucial element: a process for how the company will actually fulfill its commitment to D&I in the experiences it designs […]
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Extended Reality (XR) For Employees, Not For Customers

Samuel Stern 7 days ago
Just over a year ago, I was talking with my colleague Jenny Wise after she had returned from Mobile World Congress in Barcelona. While we were talking about some of the virtual and augmented reality (VR/AR) applications she had seen demonstrated at the event, it sparked a realization for us that the opportunity for altered […]
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Take A Stand For Consumer Privacy: The Anti-Surveillance Economy

Jeff Pollard April 12, 2019
“If You’re Not Paying For It, You’re The Product . . . ” If you have worked in or around tech for the last decade, you have heard — or likely spoken — this irreverent remark about the data economy. While critics are all too willing to give this judgment on the use of consumer […]
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Take Action Now To Plan For The Future Of Work

J.P. Gownder April 12, 2019
We’re just a month away from Forrester’s Digital Transformation & Innovation 2019 Forum, where my Forrester colleagues and leaders from a wide array of companies will be sharing our vision for how technology will drive the next wave of innovation. I hope you’ll join us in Chicago, May 14–15. This isn’t your grandfather’s outdated approach such […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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Get Sirius About Customer Engagement Marketing

Laura Ramos April 11, 2019
In 2003, Fred Reichheld, who was by then a partner at Bain & Company, introduced a way of measuring how well an organization treats its customers. This metric also assessed how well a firm generates relationships worthy of loyalty. Sixteen years later, most businesspeople recognize this metric as the Net Promoter Score (NPS). Mr. Reichheld […]
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Marketing Cloud Vendors Pick Up Where CDPs Left Off

Joe Stanhope April 11, 2019
The last couple weeks have been an exciting time for the customer data platform (CDP) category. At long last, major marketing technology vendors formally declared their intentions to get serious about managing and activating data for marketing. For the CDP community, the entry of marketing clouds is a big deal, carrying equal parts excitement over […]
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