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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 December 5, 2019
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 December 4, 2019
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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Do You Recruit Bad Employees As A Matter Of Policy?

Amit Bhatia 2 days ago
For better or for worse, my family is a customer of a large bank near my home. Once in a while, I step in to the branch to update documents for my mother (she still likes to see her account balance in print) or some other such need. Here’s the kicker, though: Every time I […]
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Avoid Becoming Dumb Money

Nigel Fenwick 2 days ago
The Dos And Don’ts Of Accelerating Innovation With Corporate Venture Capital One former VC partner I spoke with for my research on corporate venture capital (CVC) — “Accelerate Open Innovation Via Corporate Venture Capital” — said he believed there was a direct correlation between the number of CVCs formed in a year and a looming […]
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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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Mental Health, The Not So Widely Talked About Problem That Needs To Be On Every Company’s Agenda In 2020

Arielle Trzcinski 2 days ago
We Are Experiencing A Mental Health Crisis One in five Americans manage a diagnosable mental health condition in any given year. Up to 80% of people will manage a diagnosable mental health condition in their lifetime. On average, individuals must wait up to 25 days for a psychiatry appointment; waiting comes at significant cost to […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski 2 days ago
Shifting Gender Norms Threaten Brands With Cultural Irrelevance Gender is squarely in our cultural spotlight. As a culture, we are questioning long-held expectations attached to being a man or a woman, envisioning a spectrum between that binary, and even outright rejecting the cultural construct of gender. The force is strongest among younger consumers, and the […]
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The One-Sentence Business Case For Customer Experience

Harley Manning 3 days ago
Recently, I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already, you should jump on it today. As I write this post in December of 2019, corporate […]
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Twenty Mobile Trends For 2020

Thomas Husson 3 days ago
Fifteen developments we expect to see in the coming year — along with five that won't come to pass.
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2020 Marketing Trends

Thomas Husson 5 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 Work

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

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

Sucharita Kodali 7 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 December 4, 2019
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 December 3, 2019
The purchase may signal a shift toward more thoughtful and better differentiated approaches to B2B content.
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The Top Tech That Will Win The Wallets Of Insurance Companies In 2020

Ellen Carney December 3, 2019
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 December 2, 2019
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 Case For Strategic Learning

Empower human capital in a market defined by disruption.

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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski December 2, 2019
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
The largest-ever deal in the luxury sector will strengthen LVMH's position in the US and help revive the jeweler's flagging fortunes.
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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 Future Of IT

Tech-driven innovation will revolutionize the business.

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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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