Featured Insights

In light of Nike’s latest news that it will avoid doing business directly with Amazon, I’ll gloat just a little. It reinforces what Forrester has been saying for years, which is that brands in the digital age will need to own more of their destiny and be very mindful of the pitfalls associated with eCommerce. […]

Forrester's leading analysts share what to expect at our 2020 Predictions event in Singapore on November 19.

Adobe’s recent MAX conference featured the usual (impressive) lineup of creative celebrities and new features, many of which are powered by Adobe’s AI engine Sensei — but the event also touched on some larger points that demonstrate companies should: No. 1) Enable a design team to help AI efforts. AI has amazing potential to improve […]

During the past several months, I’ve attended global industry events, analyst days, and vendor customer events from ADP, Workday, the HR Technology Conference & Expo, SAP SuccessFactors, and Unleash World. At the Unleash World event in Paris, and in addition to moderating the talent management track there, I was also a featured speaker and unveiled […]

5G will speed up the transformation of the retail sector by delivering technology building blocks for frictionless end-to-end experiences.

EY’s Asia Pacific Blockchain Summit took place for the second time in Shanghai on November 6. It was an opportunity for EY to showcase its most recent blockchain projects happening around the globe, as proofs of concept or in production. Here are my key observations from this event. EY Is Betting On Public Blockchain For […]

The best CX arises when every employee learns design basics and a pro design team — that's representative of the intended audience — guides the process.

Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process. Customer service leaders […]

Developers deliver major types of business applications many times faster with low-code platforms than they can by coding alone. How will low-code vendors keep raising software-delivery speed? I see two big sources of innovation: 1) applying AI to low-code development and operations and 2) embracing a new approach I’m calling “prescriptive low-code.” Four vendors embrace […]

Which is the right choice: best-of-breed apps or application suites? This is a perennial question CIOs and business partners face in selecting application software. Forrester’s data on the ePurchasing software market — software that helps firms choose, contract with, buy from, and manage suppliers — shows that both options remain competitive. Indeed, it may well […]

  By Jay McBain and Rob Spee   If you haven’t listened to a podcast yet, you’re now in the minority.  According to Podcast Insights, 51% of the US population has listened to at least one podcast. Since the first podcast came on the scene in 2004, there are now over 750,000 podcast shows with […]

Explore the dynamics that will shape 2020 and beyond.

Sites crash, especially when a new product launch creates a massive leap in traffic compared to usual demand. Two sites notably crashed recently: startup Jeffree Star Cosmetics and veteran brand Pringles. While this looks like a disastrous website failure — and may be, fundamentally — it can also create considerable opportunities for brands. Is this […]

Last week, more than 11,000 scientists signed their name to a statement declaring a climate emergency and warning of “untold suffering due to the climate crisis.” The declaration calls for governments, institutions, and individuals to take drastic steps to slow the rapidly accelerating pace of the climate crisis. This comes on the heels of weeks of climate protests around the globe and the near constant stream of new scientific reports warning that “it’s worse than we […]

The rollout of 5G is much more evolutionary than the rollout scenarios of previous cellular standards.

By Silencing Hackers With NDAs, Uber Could Legitimize Ransom Attacks As A Business Despite a half-billion-dollar marketing campaign last year to rebuild Uber’s image, the ride-sharing giant’s reputation problem just keeps getting worse. On Wednesday, two of the (now known to be) three hackers responsible for the 2016 breach and ransom of 57 million riders’ […]

Today, we released our updated “The Forrester Wave™: Unified Endpoint Management, Q4 2019.” This is the second year we’ve published our unified endpoint management (UEM) Wave (you can find last year’s report here), and this year, we looked at the top 13 vendors in the market today and evaluated them across 23 criteria. Organizations looking […]

We (Collin and Mark) had a hypothesis: Site search and SEO were natural partners in a broader scheme to help customers find answers and products. But we needed evidence: How should these strategies intersect? What are the staffing, skilling, and technology opportunities to double-dip in these two areas? What are the benefits to unifying these […]

The one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS). It’s also not level of effort, CSAT, or even Forrester’s beloved Customer Experience Index (CX Index™).