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No Testing, No Artificial Intelligence!

Diego Lo Giudice November 18, 2019
Examples of AI gone wrong threaten to discredit the technology’s value. The solution is better testing of AI-infused applications. Vice President and Principal Analyst Diego Lo Giudice explains.
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The Ambiguity-Laden March Toward People-Centric Design

What It Means 4 days ago
We’ve gotten used to adapting to technology. But in the future, tech will adapt to us. On this episode, Hector Ouilhet, head of design for Google Search and Google Assistant, shares the latest in people-centric design.
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Retailers: Make Your Website Accessible Or Leave Money On The Table

Gina Bhawalkar 4 days ago
Only a tiny fraction of websites get accessibility right. This holiday season, be sure your online experience doesn't freeze out would-be shoppers.
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

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How To Prove That Fixing Customer Experience Problems Cuts Costs

Harley Manning December 1, 2019
There’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings.
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Finding “Friendlies” And Other Tips For Data Insights Leaders

Jennifer Belissent, Ph.D. November 28, 2019
Learn how to build a broader data and analytics community in your organization by identifying "friends of data and analytics.”
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The US Federal Customer Experience Remains Weak And Uneven In 2019

Rick Parrish November 25, 2019
Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.
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20 Mobile Trends for 2020

Thomas Husson 2 hours ago
I have just published a post sharing some of our marketing predictions for 2020. It made me realize Forrester no longer publish dedicated “mobile” predictions. Why? Because, mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere. However, many brands wrongly think they have ticked the mobile box and […]
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2020 Marketing Trends

Thomas Husson 2 days ago
In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam. It is always interesting to challenge clients on some of their assumptions, discuss what trends will accelerate next year, or be challenged on some of the bold […]
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

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Here’s What Happened On The Biggest US Online Shopping Day Of The Year

Sucharita Kodali 3 days ago
2019 was a record-breaking year for post-Thanksgiving sales. Learn how retailers worked to attract customers on Cyber Monday — and what opportunities remain.
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A Roundup Of Key Machine-Learning Announcements From AWS re:Invent

Leslie Joseph 4 days ago
For data science practitioners, machine learning developers or insights-driven business leaders, here are the key announcements from Amazon's AWS re:invent 2019 show that you should care about.
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Uberflip Acquires SnapApp: What It Means To B2B Marketers

Laura Ramos 5 days ago
Remember when saying “content is king” was all the rage and B2B marketers got excited about content marketing? It turns out that marketing your ideas and product information via content only works if prospects and customers interact with that content. I’ve spent time showing why B2B marketers continue to miss the mark when it comes […]
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The Top Tech That Will Win The Wallets Of Insurance Companies In 2020

Ellen Carney 5 days ago
Nearly three dozen insurance decision makers and solutions partners told us how they plan to prioritize their tech investments next year.
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Retailers Now Choose Commerce Tech Based On How Providers Engage, Not What They Are

Emily Pfeiffer 6 days ago
Legacy suites and platforms have reinvented themselves, and a new component-based model has entered the ring. Gone are the days of take-it-or-leave-it, prefab, legacy commerce suites and isolated, minimally integrated platforms. As we’ve seen business models adapt to rapidly shifting customer needs and expectations, retailers’ demands of their commerce technology models have evolved at the […]
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The Future Of Work

Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.

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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski 6 days ago
LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position in the jewelry category. For Tiffany & Co., it presents an opportunity to […]
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The 11 Vision-ary Computer Vision Platforms That Democratize Developing And Deploying AI Solutions

Kjell Carlsson, Ph.D. November 27, 2019
Extracting insights from images and video and developing AI applications with vision capabilities requires a computer vision platform. Learn more in this video.
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Define New Relationships With CX Champions Programs

Angelina Gennis November 27, 2019
Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation. This year, we cast a wide net to capture programs that placed differing focus […]
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LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match

Michelle Beeson November 27, 2019
LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position in the jewelry category (alongside Bulgari), making it more competitive with the likes of Richemont (which counts Cartier among its brand houses or […]
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Last-Minute To-Dos For A Positive Customer Experience This Holiday Season

Jennifer Wise November 27, 2019
Retailers: It's too late to launch new in-store features or redesign your site, but you can still prepare to avoid and recover from common holiday CX mishaps.
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The Case For Strategic Learning

Empower human capital in a market defined by disruption.

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Understand Connected Shoppers In Southeast Asia

Xiaofeng Wang November 27, 2019
Forrester forecasts that more than 294 million adults in Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam are online in 2019 and that 56% of them, 164 million, shop online. In the recently published “Forrester Infographic: Connected Shoppers In Southeast Asia,” we share several insights: Shoppers in Southeast Asia are connected and channel-agnostic. Consumers in […]
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Retailers, Prepare Wisely: DDoS Remains A Holiday Threat

David Holmes November 26, 2019
A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself.
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Sales Performance International And Richardson To Merge Forces

Mary Shea November 26, 2019
On Friday, November 22, European private credit firm Kartesia announced the acquisition of Richardson, a North American sales training company. Kartesia will merge Richardson with Sales Performance International (SPI), a European sales training and transformation company that it has owned since 2017. SPI and Richardson will soon operate as a single full-service global sales training […]
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Key Takeaways From Salesforce Dreamforce ’19

Liz Herbert November 25, 2019
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Head-Scratcher Of The Month: PayPal’s Costly Acquisition Of Honey

Sucharita Kodali November 25, 2019
Last week, PayPal acquired a Los Angeles-based company called Honey for a whopping $4 billion. While it certainly wasn’t under the radar (PayPal issued a press release, posted a video, and hosted a conference call about it), the media barely (with a few rare exceptions) picked up the story in spite of the fact that […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

VIDEO

Your Loyal Customers Don’t Need Another Coupon This Holiday Season — Here’s What To Do Instead

Emily Collins November 25, 2019
Principal Analyst Emily Collins shares three ways retailers can offer real value to shoppers.
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski November 25, 2019
Dreamforce: Industry Confab, Cultural Event, Or Populist Movement? We walked as pilgrims to the Golden Gate to wander the forests of Howard Street and Moscone Center and drink from the fountain Dreamforce. There, we mingled — herded, really, by guides dressed as National Park Service rangers — with executives in snappy blazers and Trailblazers representing […]
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Victoria’s Secret’s Cautionary Brand Tale: When Intimates Fail To Be Intimate

Brigitte Majewski November 25, 2019
The World Is Shocked That Victoria’s Secret Canceled Its Runway Show — Kidding Victoria’s Secret (VS) parent L Brands shared in its Q3 earnings call that it canceled the Victoria’s Secret Fashion Show. Once famous for winged “angel” models whose exposure (pun intended) propelled them into the supermodel stratosphere, the televised event struggled of late […]
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