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Two Big Answers Emerged From The US CX Index For 2019

Harley Manning June 11, 2019
The journeys of Whole Foods and Southwest Airlines exemplify lessons brands can learn from 2019’s CX Index results.
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It’s Here — The 2019 Forrester Global Map Of Privacy Rights And Regulations

Enza Iannopollo 16 hours ago
Security and risk leaders consistently rank compliance with global privacy regulations as one of their top three challenges. To help them, Forrester periodically updates our map of global privacy rights and regulations. Our 2019 version was released today. This year, we included 61 countries, adding Kuwait, the Philippines, Qatar, Saudi Arabia, Sri Lanka, United Arab […]
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PODCAST

How Lloyds Uses Privacy As A Differentiator

What It Means 5 days ago
Privacy regulations can seem like a hassle. But if you want to grow customer affinity, privacy can be a strategic strength. Lloyds Banking Group Experience Strategist Laurent Christoph and Forrester VP and Principal Analyst Fatemeh Khatibloo explain how Lloyds uses privacy as a differentiator.
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Transformational Change Requires New Skills

Empower your employees with Forrester’s learning offerings.

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Facebook’s Libra Needs To Answer Three Questions

Meng Liu 5 days ago
On June 18, Facebook officially launched its Libra cryptocurrency project, which aims to leverage blockchain technologies to create a new stable cryptocurrency backed by a basket of fiat currencies. Facebook says its aim is to enable accessible and affordable digital payments for billions of people, including un-/underbanked people across the world. It aims to make […]
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The State Of Social Advertising: Pretty On The Outside, Ugly On The Inside

Jessica Liu 6 days ago
On the outside: Social media’s total global advertising spend is expected to balloon to $110 billion by 2022 (with Facebook taking 75% of the global spend market). Social networks are happy. Investors see dollar signs. Marketers feel justified in their spending. On the inside: Social media’s underbelly conveys a picture of turmoil. Consumers can’t quit […]
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The Cost Of Losing Creativity

Jay Pattisall 7 days ago
  Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. “The value of agency creativity is at risk of disappearing.” The marketing industry is woefully out of balance, from agency/client relationships to new business requirements and compensation. The […]
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After A First Date, Would Your B2B Website Get A Second?

Laura Ramos 5 hours ago
More than 500 B2B marketers told Forrester their company’s website is the most effective demand generation tactic for building awareness and increasing consideration.[i] This same study shows B2B websites surpass digital advertising, search engine optimization, sales enablement, partner enablement, or events for early-stage demand-gen effectiveness.  This means your website is likely to be the first […]
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Can Publicis Sapient + John Maeda Supercharge The Average Company?

Andrew Hogan 8 hours ago
Last week, Publicis Sapient named John Maeda its Chief Experience Officer. You might be thinking “who?” if the rise in business’ focus on design has escaped your radar. Well, Maeda is a world-renowned design leader with a sterling résumé including 1) as an MIT Media Lab professor, 2) as president of one of the top […]
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Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini 15 hours ago
CMOs Must Balance Technology And Creativity Spending Marketers are overfunding technology and underfunding creativity. Forrester forecasts that spending for adtech, martech, data, and analytics will grow between 9% and 11%, while spending for agencies will grow a mere 2.4%. Consequently, the experiences that marketers create are built on the same common technology platforms, solve the […]
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Navigate Forrester’s Data Economy Research

Jennifer Belissent, Ph.D. 4 days ago
It’s not hard to see the signs that the data economy is heating up. Virtually all decision makers want to be insights-driven. They mine their own data, yet increasingly they want incremental insights that drive further differentiation and competitive advantage. External data hunting is on the rise: 56% of decision makers say their firms are […]
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Game Of (Rods And) Cones: Will Computer Vision Rule The Enterprise?

Kjell Carlsson, Ph.D. 4 days ago
(Jeremy Vale coauthored this post.) Brace yourself: Computer vision is coming. “The Long Night” is finally over, and enterprises see the opportunity more clearly than ever. With AI replacing biological rods and cones, computer vision is now a must-have weapon in every firm’s arsenal. Computer vision solutions are spreading like wildfire. While use cases such […]
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How To Improve UX For Employees

Andrew Hogan 5 days ago
Recently, I attended Rosenfeld Media’s Enterprise Experience conference as an input to research I’m conducting about enterprise user experience (UX). My three top takeaways about how to improve UX for employees: Use Sense-Making To Bring Order To Chaos Tatyana Mamut, Nextdoor’s chief product officer, captured a widespread sentiment at the event about the importance of […]
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Waste Not, Want Not: Can Food Tech Help?

Jennifer Belissent, Ph.D. 5 days ago
As the saying goes, if we waste now, we might want it later and regret the waste. Well, it’s even worse than that in the global food system. We waste now, and we want it at the same time. One of the paradoxes around food is that we have both too much and too little […]
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A Call To Action For Marketers

Marketers have eroded customers’ trust in their quest to know them better. What’s the best path forward?

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The Future Of Facebook, Inc.: Short-Term Gain, Long-Term Pain

Jessica Liu 5 days ago
Based on the many press inquiries we’ve received at Forrester, the industry is keen on predicting Facebook, Inc.’s immediate demise. (Note: Facebook, Inc. is inclusive of the Facebook app, Messenger, Instagram, WhatsApp, and its other apps, services, and hardware. We simplify and call it “Facebook” for the purposes of our research.) But not so fast. […]
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DTC Disruptors Solve Three Escalating Tensions In Consumer Decision Making

Anjali Lai 6 days ago
Direct-to-consumer (DTC) disruptors are storming onto the scene and growing at a rapid clip, proving that the improbable can become reality overnight: Few expected that buying mattresses out of a box or discovering personal eyewear styles from the comforts of home would become commonplace consumer behaviors, let alone business model blueprints with skyrocketing valuations. DTC […]
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What Can You Learn From Digitally Advanced Firms?

Ted Schadler 6 days ago
Welcome to this episode of FORR in 3. In this video, Amanda LeClair and I discuss whether digital maturity matters, based on our survey of almost 800 enterprises in North America and Europe. (Spoiler alert: It does matter.) For example, unlike digital beginners, which often pursue initiatives in an uncoordinated way, advanced firms treat technology […]
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Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian 6 days ago
Business leaders in the financial services (FS) industry are used to tracking success with measures that reflect shareholder, investor and market regulator values like return on equity, net profit, assets under management and capital adequacy ratio. This is the ‘money story’. However, most don’t always know how these important measures are affected by customer experience (CX) and customer engagement, or the ‘customer story’.
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Protect Your Customers’ Lives Via Tech-Driven Innovation

James Staten June 17, 2019
As you heard from us at last month’s Digital Transformation & Innovation 2019 Forum, all your innovation investments and efforts should be focused on addressing customer experience needs and challenges. For nearly every industry, a key aspect of this is proactively addressing any health issues or risks your customers face or may encounter in the […]
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Breakthrough Or Bust: Understand And Master Consumer Energy

Discover the underlying forces that compel consumers toward or away from a brand experience

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First Forrester New Wave™ On B2B CDPs Sets The Bar For An Emerging Market

Steven Casey June 17, 2019
Woohoo! We just published “The Forrester New Wave™: B2B Customer Data Platforms, Q2 2019” report, which profiles the 13 most significant vendors in this market: Arm Treasure Data, BlueVenn, CaliberMind, Celebrus, Dun & Bradstreet, Evergage, FirstHive, Lattice Engines, Leadspace, Lytics, Radius Intelligence, Tealium, and Zylotech. Based on our comprehensive criteria, Forrester’s take is that Lattice […]
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The Next Horizon Of Federal CX

Rick Parrish June 17, 2019
The US federal government — and governments around the world — have officially embraced customer experience (CX) improvement as a key goal. That’s great news, since our research shows that better CX leads to mission success and the efficient use of taxpayer funds. Right here in Washington: The President’s Management Agenda includes “improving customer experience” […]
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The Rise Of Virtual Care: Key Takeaways From Forrester’s New Wave™

Arielle Trzcinski June 17, 2019
Virtual care is about to hit a major tipping point — in 2020, investments in virtual care are expected to outpace those in traditional care delivery. While the virtual care market continues to mature, healthcare organizations (HCOs) must develop an enterprisewide strategy to support comprehensive virtual care deployment. We identified three key observations that should […]
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Dun & Bradstreet Moves Up The Value Chain With Intent To Acquire Lattice Engines

Steven Casey June 14, 2019
Yesterday, Dun & Bradstreet (D&B) announced its intent to acquire Lattice Engines. Both of us have covered these companies from a number of different perspectives, and we agree that the move makes sense for two primary reasons. First, adding advanced analytics and data management capabilities from Lattice accelerates D&B’s evolution into a comprehensive data platform […]
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VIDEO

Supercharge Your Employee Experience With Video

Nick Barber June 14, 2019
Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. But with subpar technology solutions and little face-to-face interaction, home or remote workers end up frustrated and out of the loop. Video provides a platform to engage, train, and communicate effectively […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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Healthcare Organizations Are Future-Proofing Strategy And Operations With Cloud

Jeff Becker June 13, 2019
Healthcare organizations (HCOs), once cloud laggards, are embracing public and private cloud services to address a wide range of business problems. A recent survey revealed that 76 percent of HCOs anticipate using public cloud services within the year, putting public cloud vendors on pace to be the most popular cloud services providers in healthcare. Why? […]
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Global Warming For Iceberg Metaphors

Josh Zelonis June 13, 2019
The Dark Web Is Nothing Fancy; It’s Really Just A Different Series Of Protocols Commonly when surfing the web, Transport Layer Security (TLS) is the cryptographic protocol that provides confidentiality for your communication with the server. The green lock on your URL bar is an assurance, but not a guarantee, that you’re communicating confidentially with […]
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What CX Should Mean For Government Leaders

Chris Gallacher June 13, 2019
CX4Gov starts with a simple premise: Put people, and their experiences, first. Regardless of your agency’s mission, it’s people (your employees) that get things done and people (your customers) that you serve.
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