Featured Insights

Learn how to quantify the business value of customer experience and build an effective CX ROI model in this complimentary Forrester webinar.

Whither infrastructure and operations? Cloud-native, DevOps, and automation are turning I&O’s world upside down. As organizations move to self-provisioning, I&O professionals are rightfully concerned about their futures. In the world of self-service consumption, the traditional tools and tasks of I&O teams are subject to constant overhaul and replacement. AI and automation continue to transform traditional […]

In the US, cannabis is fully legal (medical and recreational) in 11 states and Washington, DC. For medical use, it is legal in 33 states. This is a flourishing industry, with one study conservatively estimating it will reach $30 billion by 2025. As dispensaries set up shop, they face many of the same risks as […]

This month, I joined Forrester’s security and risk research team as a senior analyst covering cyber threat intelligence, digital risk protection, vulnerability management, and industrial control system (ICS) security. I am excited about joining the team and expanding Forrester’s existing research in threat and vulnerability management and securing the control systems that keep our manufacturing facilities, critical infrastructure, and communities safe and productive. In my opinion, […]

The theme of Forrester’s “Predictions 2020: B2B Marketing And Sales” report was “accelerating response to the great expectations for the B2B buying experience.” The report made five unique calls; one of them was mine: The number of organizations with audience-based structures will more than double. Since we published the report late last year, I’ve had […]

Learn how IT leaders can transform their organizations with a customer-first mindset while their competitors play wait-and-see this year in this complimentary Forrester webinar.

Learn what drives today’s values-based consumer and how brands can clearly and authentically deliver their values messaging in this complimentary Forrester webinar.

Marketers should take a closer at how their digital advertising budgets are allocated globally. While a huge market such as China deserves marketers’ attention because of its size, our analysis shows that the Chinese digital advertising market is becoming saturated. Forrester calculates each country’s digital marketing readiness score by measuring the digital engagement and savviness […]

Last week at the NRF 2020 Vision show, I spent a few hours at the immersive Innovation Lab exhibit that showcased over 50 “new-to-market” technologies to transform the customer’s shopping experience. Aiming to make shopping an easier process, these solutions let the customer browse products strategically, experience the product before they buy, and tailor the […]

(Jeremy Vale coauthored this post.) Cellphone manufacturers are struggling to differentiate themselves. In the ads from the late 2000s, new phones were sleeker, faster, contained more memory, and could even have a touchscreen. Fast-forward to today, and only the almighty camera receives attention. Apple’s acquisition of Xnor.ai is the latest move in the battle for […]

At NRF 2020 Vision, commerce tech vendors touted their latest innovations for digital retail. The theme, from booth to booth, was an eerie echo of words like “connected” and “unified.” NRF’s Digital Council (composed of retail CIOs, heads of digital, and similar positions, as well as tech providers) discussed several hot button terms during their […]

Augmented reality (AR) and the internet of things (IoT) — in principle, these two hot technologies are a great match, with data streaming from IoT-connected machines to be used by AR-wielding engineers on the factory floor. My latest report, “Combine Augmented And Mixed Reality With IoT To Deliver Insight At The Point Of Need,” began […]

David Holmes formerly worked for both F5 Networks and Shape Security. The F5 Networks acquisition of Shape Security marked the third time in a year that a web application firewall (WAF) vendor purchased a bot management solution, as fellow Forrester analyst Sandy Carielli noted in her blog (The WAF-Bot Management Acquisition Waltz). The other two […]

I’ve just returned from NRF 2020. There were more than 40,000 attendees and 800 exhibitors from 99 countries. They showed how to deliver real-time retail, applying technology to win, serve, and retain the most demanding retail customers. This year, the emphasis was more than ever on boosting supply chain responsiveness to anticipate customers’ latent demand. […]

Three brands that shined and three that lost some luster in 2019, along with what to look for in 2020.

As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.

Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins to discuss how CX champions programs can catalyze CX transformation.