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The Power Of “Now” CX

George Colony September 9, 2019
The value of real-time CX: differentiation, growth, and better retention. Learn more about the next frontier of CX and why Forrester developed FeedbackNow 2.0.
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PODCAST

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

What It Means 6 days ago
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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Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth

Sucharita Kodali September 6, 2019
The strangest retail news of the summer has been Le Tote’s “purchase” of the storied (but tired) department store Lord + Taylor. The acquisition bucks the trend of offline brands buying digitally native companies (think PetSmart buying Chewy), but there are a number of other puzzling elements about this deal.
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The Future of CX

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

VIDEO

Data Strategy & Insights 2019: Reimagine To Reinvent

Srividya Sridharan September 5, 2019

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The Impact Of Learning On Your CX Transformation

Erin Streeter September 5, 2019
Investments in education have a multiplier effect: Employees are more likely to stay with a company that invests in their career development, while employers gain a more engaged workforce.
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PODCAST

The Radical Remaking Of Financial Services In Asia Pacific

What It Means September 5, 2019
Financial services in Asia Pacific are in the middle of a radical departure from the past. Senior Analyst Zhi-Ying Barry joins to explain how the convergence of disparate forces are challenging the very nature of a financial services firm.
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Announcing Forrester’s First Wave For AI Consultancies in Asia Pacific

Achim Granzen 3 hours 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. 18 hours 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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The Future Of Work

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

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Have You Been Asked To Help Use Dark Patterns?

Andrew Hogan 2 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 2 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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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski 2 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 2 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 2 days ago
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 Future Of IT

Tech-driven innovation will revolutionize the business.

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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 2 days ago
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 3 days ago
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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Rome Was Not Built In A Day, And Neither Are Digital Businesses

Aurelie L'Hostis 5 days ago
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 5 days ago
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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Join Us At Forrester’s Data Strategy & Insights 2019 Forum

Brandon Purcell 5 days ago
As a data and analytics leader, you have the means to help your company reimagine your business. There’s an opportunity for you to become a meaningful change agent in your organization. Not sure where or how to start? We’ll help you get there at this year’s Data Strategy & Insights Forum in Austin, Texas. Reimagine To Reinvent In most organizations, data […]
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The Counterintuitive CEO

Ideas, observations, and analyses to help drive the success of other CEOs

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Build An Adaptive Workforce For Customer Obsession

J.P. Gownder 5 days ago
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 5 days ago
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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Apple Puts The Promise Of Health Innovation In The Hands Of Consumers . . . Pun Intended

Arielle Trzcinski 6 days ago
“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 6 days ago
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 6 days ago
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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The Case For Strategic Learning

Empower human capital in a market defined by disruption.

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The Future Is Unwritten: Writing The Future Of The Insurance Agency

Jeffery Williams 6 days ago
I recently kicked off a new stream of research that will assess the future of the insurance agency. I am evaluating 5–10 years out and welcome your input. Rapidly advancing digital technologies (smartphones and mobile apps, APIs, and artificial intelligence) are automating processes and changing how customers buy insurance and engage with their carriers and […]
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A Recession Looms — How Will You Keep Experience In Focus?

Ian Jacobs 7 days ago
In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate? Let me know your thoughts on what your organization is doing to avoid this oft-repeated behavior. Email me at ijacobs@forrester.com. […]
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It’s Time To Fight For Consumer Hope

James L. McQuivey 7 days ago
“Digital platform” is a term I first proposed more than a decade ago to describe a new breed of company that was about to dominate in our economic and social discussions. The term never caught on, sad to say, probably because it wasn’t catchy enough, but the prediction proved true. I used the word platform […]
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