Featured Insights

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 […]

In any conversation focused on Agile, it takes some time to figure out what each party means when they use the term. In my early research on Agile procurement in government (and Agile procurement in general), almost all of those conversations quickly devolved into what groups were doing Agile software development. But digital government is much broader […]

I am often asked, “Renee, what is integrated risk management (IRM), and how is it different from GRC?” You are neither misinformed nor are you horribly confused. We have been on a seven-year journey together maturing governance, risk management, and compliance (GRC) programs to eventually give you the process, program, and data to get to […]

(With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California. Developers sampled the company’s latest offerings for mobile app and web development, the internet of things, and artificial intelligence. Forrester clients may not be familiar with Samsung’s intelligent agent Bixby, but it’s primed to put other better-known agents such as […]

Sales enablement automation (SEA) vendor Seismic announced its acquisition of content marketing platform (CMP) Percolate yesterday at its annual customer event, Seismic Shift. The San Diego-based unicorn adds 50 engineers to the business, increases its presence in New York City, and expands its footprints in Denver and San Francisco. The acquisition improves Seismic’s position with […]

In this video, I introduce my latest report, “Building The Business Case For A Modern Sales Enablement Toolset.” This research features a customizable financial analysis of the ROI of sales enablement technologies, co-created with Total Economic Impact™ consultant Dean Davison. For more on the topic, Forrester clients can view my research here.

The demands of digital business and customer centricity are obsoleting the request for proposal (RFP) process. How should firms approach vendor selection instead?

As Warren Buffett said, “Only when the tide goes out do you discover who’s been swimming naked.” Or, put another (potentially less embarrassing) way, you really don’t know the risks you’re taking until you’re tested by changing conditions. There’s a lot of hype in the human capital management (HCM) software market today, not to mention […]