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Apple: The First Hope-Based Company

James L. McQuivey September 10, 2019
The end of consumer habit and consumer loyalty is near. But there is one constant that will emerge in the next decade to dominate consumer choices. That constant is hope.
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Virtual Banks In Hong Kong Set To Rekindle The Retail Banking Experience

Meng Liu 3 days ago
The Hong Kong Monetary Authority (HKMA) recently announced eight new virtual banking licenses in the market, and their operators will all launch new digital-only banks there before or in early 2020. Discover how traditional banks are reacting.
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PODCAST

An Inside Look At Ticketmaster’s Data Transformation Journey

What It Means 4 days ago
On this week’s What It Means, Ticketmaster CMO Kathryn Frederick describes the eCommerce giant’s strategy of personalization through data transformation. Listen in and then get the latest on Ticketmaster’s journey at Data Strategy & Insights 2019.
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Mind The Training Gap

Learn how to deliver a successful CX training program to drive meaningful culture change.

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Social Learning Inspires Better Outcomes

Erin Streeter 5 days ago
An effective learning program can drive business results and power your transformation efforts. But only 26% of information workers report that current training offerings help them perform better. There’s a clear gap between what employees need and what employers deliver. For customer experience (CX) leaders, this training gap presents a serious roadblock to becoming a customer-obsessed organization. This raises […]
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The UK’s Digital Banks Are Giving Established Banks A Run For Their Money

Benjamin Ensor 5 days ago
UK digital banks Barclays and Monzo currently have the best mobile banking apps in the market.
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PODCAST

Courage Required: The CIO’s Role In Building An Adaptive Enterprise

What It Means September 12, 2019
The benefits of becoming a more adaptive enterprise are many — but so are the roadblocks. In this episode of What It Means, VP and Research Director Pascal Matzke outlines the work CIOs must do to foster a truly adaptive enterprise.
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McDonald’s Creative Shift Is A Blow To The Future Of Creativity

Jay Pattisall 2 days ago
Yes, W+K produces the industry’s most iconic work. Yes, McDonald’s appointing WKNY as lead creative agency is a major accolade. And, yes, it’s a blow to the future of creativity. The prevailing point of view is McDonald’s USA’s selection of WKNY as its lead creative agency is an affirmation of creativity and a referendum on its […]
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The Weather’s Heating Up Down Under, And So Is My Upcoming Research!

Jinan Budge 3 days ago
It’s been a couple of months since my last blog post! A huge vacation in the UK, backed up by RSA Conference in Singapore, our Financial Services Summit back in Sydney, and then off again to the north for our Security & Risk Forum in DC have left me no chance to reflect. Between those […]
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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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From Search To Performance: Meet The Modern Digital Ad Agencies

Collin Colburn 5 days ago
I’m excited to share that “The Forrester Wave™: Performance Marketing Agencies, Q3 2019” is live. This is the newest iteration of one of Forrester’s longest-running Wave evaluations: search marketing agencies. We first evaluated search marketing agencies in 2006, led by my colleague Shar VanBoskirk. Since then, we’ve done six Waves from 2006 to 2017. In […]
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Announcing The First Forrester Wave™ For AI Consultancies In Asia Pacific

Achim Granzen 5 days ago
I am happy to share that “The Forrester Wave™: AI Consultancies In Asia Pacific, Q3 2019” is now live. For the first time, we are evaluating the service offerings for AI consulting services in Asia Pacific (AP). In our 24-criterion evaluation of AI consultancies in Asia Pacific, we identified the 10 most significant ones — […]
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Realize Your (Computer) Vision, With Help

Kjell Carlsson, Ph.D. 5 days ago
No in-house computer vision experts? How about large volumes of high-quality labeled images and videos? No? No problem. Find out about the enterprise computer vision vendors — offering computer vision platforms, pretrained models, custom models, data annotation services, and even tailored end-to-end solutions — that can turn your (computer) vision into reality.
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Have You Been Asked To Help Use Dark Patterns?

Andrew Hogan 6 days ago
“I tried to stop it from happening, but they just ignored me.” That’s what one person told me recently — and many others responded similarly — when I blogged about my upcoming keynote at CX SF and invited people to share their stories with me in confidence about how they respond when asked to help […]
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Countdown To Showdown: Domino’s Supreme Error And Why Businesses Should Do The Opposite

Gina Bhawalkar 6 days ago
When you hear “Domino’s” and “supreme” in the same sentence, you could be forgiven for thinking we’re talking about the “Supreme” on its menu — a pizza loaded with pepperoni, bacon, beef, sausage, mushroom, pineapple, and onion. But no, I’m talking about a bad business decision — which any company with a website or app […]
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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 7 days ago
Apple’s 2019 Event: What’s Missing Is What’s Telling — Branding When Apple cuts prices, you know there’s a problem. A price premium signals brand strength; any contraction is a cause for concern. Yes, Apple’s decisions to start monetizing services is a good strategy, but is it enough? It comes straight out of every management consulting […]
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It’s Time To Reinvent Mapping For The Physical Future

Ted Schadler 7 days ago
We have 50 years of experience with digital maps, so you might think the mapping industry would have it all figured out. After all, after 50 years of AI, the software industry figured out how to put the algorithms and data lakes on a specialized PaaS that any developer could tap. But in mapping, the […]
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The Holiday Season, 2019: AD&D Leaders Should Deploy Sophisticated Analytics In Their Trading Support Applications To Optimize Holiday Planning

George Lawrie September 16, 2019
The holiday season tests to the max the effectiveness of each retailer’s demand, price, and assortment planning and its allocation of inventory to channels and regions. To ensure success:  Use data to drive recommendations. Follow the example of international brands like Nike or iconic national eCommerce retailers like Germany’s Heine. Work with vendors such as DynamicAction to make […]
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The Holiday Season, 2019: AD&D Leaders Should Test Customer-Facing Applications Ahead Of The Holiday Season To Guarantee Performance During Peak Trading

George Lawrie September 16, 2019
I don’t know about you, but the holiday season still always finds me personally unprepared, with a huge list of gifts still to find well into December. There’s less excuse for retail AD&D professionals to be so forgetful. This blog offers retail AD&D leaders simple, actionable advice to ensure successful holiday trading. Look to continuous […]
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Does ABM Help Produce Better Revenue Results?

Laura Ramos September 15, 2019
Join me on a stroll down ABM memory lane? In September 2016, Forrester’s B2B marketing and sales research team published our first series of reports about account-based marketing (ABM). In November, we predicted that ABM would help boost B2B marketers’ customer obsession. We continue to survey the market to keep our finger on the ABM […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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Rome Was Not Built In A Day, And Neither Are Digital Businesses

Aurelie L'Hostis September 13, 2019
As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city. The seeds of the modern world were […]
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Seeking New Opportunities To Deploy Internet Of Things (IoT) Use Cases? Check Out Our Report Highlighting Hot IoT Use Cases In 2019

Michele Pelino September 13, 2019
Is your organization currently deploying or planning to deploy internet of things (IoT) solutions as part of your digital transformation strategy? Check out the video to hear what types of IoT use cases enterprises are deploying to transform operations. IoT use cases such as facility management, security, and surveillance enhance operational processes, while other use […]
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Data Strategy & Insights 2019: The Data And Analytics Leader — Reinvented

Brandon Purcell September 13, 2019

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Build An Adaptive Workforce For Customer Obsession

J.P. Gownder September 13, 2019
Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so. Whether that be in the form of […]
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How To Pick The Right Partners To Accelerate True Digital Transformation

Nigel Fenwick September 12, 2019
Let’s face it, digital transformation efforts frequently overpromise and underdeliver. Many “transformations” fail to deliver on expectations simply because they are not really transformative. Upgrading digital experiences and creating new mobile apps delivers a level of differentiation that is short-lived. At the speed of digital business, competitors quickly match or exceed your efforts. Many digital […]
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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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Apple Puts The Promise Of Health Innovation In The Hands Of Consumers . . . Pun Intended

Arielle Trzcinski September 12, 2019
“Today’s announcement carries our commitment to health even further by engaging with participants on a larger scale than ever before.” — Jeff Williams, Apple’s chief operating officer At Apple’s special September event earlier this week, the tech titan announced key research initiatives designed to help improve population health. The research builds from data shared by […]
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Call To Participate: ARMA And Forrester Joint Survey Tracking Records And Information Management Trends

Cheryl McKinnon September 12, 2019
ARMA International and Forrester have partnered once again on a joint survey to track the records and information management (RIM) trends facing enterprises. ARMA brings a community of RIM leaders together to provide resources, expertise, networking, and guidance for professionals in the space. The insights from this survey will help inform a stream of research […]
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EX Measurement Best Practices: What Are The Right Metrics And Data Sources?

Maxie Schmidt September 12, 2019
Most companies devote so much time and attention to surveying employees that they overlook other sources of insights. What’s more, they fail to use the insights they do collect to make employee experience (EX) improvements. That’s why Sam Stern and I published a new report called “EX Measurement Best Practices: New Data Sources, New Insights, […]
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