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The Future Of Work Is An Adaptive Workforce

J.P. Gownder July 25, 2019
Adaptive enterprises have a distinct advantage over their competitors. To begin your transformation, start with your workforce. Learn more.
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Let’s Reverse Cybersecurity’s Self-Inflicted Staffing Shortage

What It Means 4 days ago
On this episode of What It Means, VP and Group Director Stephanie Balaouras and VP and Principal Analyst Jeff Pollard dissect the myths, misconceptions, and half-truths within the current cybersecurity staffing shortage — and discuss a more effective way for security and risk leaders to build a complete, qualified team.
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VIDEO

The Future Of Insurance

Jeffery Williams 5 days ago
Given the pace of social change and technological innovation, the future of insurance is very interesting! We recently published research on the future of insurance in which we offer perspectives on three central themes: insurance solutions vs. a products-based focus; ecosystem convergence; and virtual vs. vertical integration. For deeper insights, Forrester clients can check out […]
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Sept 12–13 • National Harbor, Maryland

A New Hope

Learn the latest in cybersecurity innovations and strategies at Security & Risk 2019.

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Business Gets Personal: Why Executives Cannot Decouple Individual Values From Company Values

Anjali Lai August 9, 2019
Consumers have been assessing companies’ political and social affiliations for years. Now, executives’ personal values are critical to the assessment.
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Customer Effort: How To Measure It Right

Maxie Schmidt August 8, 2019
How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort. My new report explains why and gives suggestions for improving customer effort […]
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Translating Security For Small Business

Chase Cunningham August 8, 2019
This week is Black Hat — the annual Hacker Summer Camp, as many folks call it. And this year is the first year in 14 years I haven’t been there. This year, I intentionally took an opportunity to punt on Hacker Summer Camp. Why? I had an invite to speak to a group of small-business […]
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Reflections On Bosch Connected World 2019

Dan Bieler 12 mins ago
Bosch ConnectedWorld — Bosch’s premier customer and partner event held annually in Berlin — has become a destination event for European internet of things (IoT) professionals.
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Revlon’s Cautionary Tale: The Changing Nature Of Influencer Marketing

Brigitte Majewski 3 days ago
A Giant In Trouble: Revlon Considers A Sale Cosmetic giant Revlon is exploring the sale of all or some of its business amid lackluster sales and a crushing debt of $3 billion.  The iconic company’s 2016 acquisition of brand Elizabeth Arden apparently isn’t rescuing it from the Sephora and DTCs of the world.  Revlon’s tale […]
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A Call To Action For Marketers

Marketers have eroded customers’ trust in their quest to know them better. What’s the best path forward?

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The Insights Beat: The Times They Are A-Changin’

Srividya Sridharan 3 days ago
Come gather ’round, people, wherever you roam And admit that the waters around you have grown And accept it that soon you’ll be drenched to the bone If your time to you is worth savin’ Then you better start swimmin’ or you’ll sink like a stone For the times they are a-changin’. — Bob Dylan The […]
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Introducing Autonomous Finance: Forrester’s New Research On Algorithm-Based Financial Services

Peter Wannemacher 4 days ago
People’s lives are becoming ever more automated as millions of algorithms make decisions — and, in some cases, take actions on those decisions — on behalf of a consumer. While it’s still early days, the shift toward autonomous services is already happening in financial services thanks to evolving customer expectations, advances in AI and other […]
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Social Will Be The Fastest-Growing Digital Advertising Channel Globally

Meenakshi Tiwari 4 days ago
While 2018 was a challenging year for global social media advertising amid the implementation of GDPR, privacy scandals, and brand safety concerns, Forrester forecasts that social will remain the fastest-growing digital advertising channel globally over the next five years. This growth will be driven by increasing revenue per user and will be fastest in Asia […]
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Data Science And Design Collide — There’s A Better Way

Andrew Hogan 5 days ago
Last August, a tweet from a data scientist reminding colleagues to get out of tables of data and talk to real people — you know, do qualitative research — went viral among these two constituencies. The resulting debate reflected the state of the relationship between data science and design: They’re not on the same page. One participant even deleted one of his tweets, overwhelmed by the volume and combative tone of the feedback. […]
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Rated H For Headless (Is Headless CMS For Mature Audiences Only?)

Mark Grannan 6 days ago
My colleague Joe Cicman just published a new report (“The New Commerce Revolution: Off With Their Heads (Or Not!“) to help de-hype headless commerce. Much of that work is also very relevant to headless content management systems (CMSes), which we started covering over three years ago (“The Rise Of The Headless Content Management System“). However, […]
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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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Headless Commerce And The Horseless Carriage

Joe Cicman 6 days ago
As with any high-consideration purchase, there’s an expectation of a bedside manner. Buying an eCommerce platform is no exception. But all too often, I hear it feels a lot like this doctor’s visit . . . Nurse tells me you’re losing sleep. The pain in your shoulder is a case of a brachial plexus avulsion. […]
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Build Your Next-Generation Business Case Using A Lifecycle

J.P. Gownder 6 days ago
So you’ve got a great new idea for how technology-driven innovations can transform your business, reinvent the way employees work, and/or drive customer obsession. That’s a great start! But too many of you tell us, “I’m really excited about this new idea, but I can’t get the internal buy-in that’s needed to fund the initiative.” […]
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Digital Business: Bosch ConnectedWorld 2019 Analysis

Nigel Fenwick 6 days ago
Bosch ConnectedWorld — Bosch’s premier customer and partner event held annually in Berlin — has become a destination event for European internet of things (IoT) professionals. What started several years ago as a hands-on-type of event where lots of practitioners demonstrated Bosch’s most innovative solutions has now become a more typical conference, with polished marketing […]
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Embed AI In Your Digital Supply Chain To Win, Serve, And Retain Customers

George Lawrie 6 days ago
It’s now just over 12 months since we first published research on digital supply chains. Some Forrester clients have made progress with integrated business planning and with control towers. And they are on the lookout for blockchain opportunities. But the most common question we hear is about the role of AI in supply chains. The […]
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CX SF 2019: Dark Patterns Hurt Customers And The Companies That Use Them — When The Dark Side Calls, How Will You Answer?

Andrew Hogan 6 days ago
Growth hacking. Chief growth officer. Conversion rate optimization. Engagement. All terms and titles that highlight the interests of the company over the interests of its customers. Is it any wonder, amid the obsession with growth and the deepening understanding of human psychology, that some businesses find ways to steer customers toward choices they didn’t really […]
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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 7 days ago
Salesforce Crosses The Physical-Digital Divide With ClickSoftware Acquisition Salesforce signed a definitive agreement to acquire Israeli field service software firm ClickSoftware for approximately $1.35 billion. The two companies already went to market as partners to provide integrated field service solutions, but ClickSoftware’s large presence in the utilities, telecom, cable, and industrial verticals will expand Salesforce’s customer […]
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Broadcom Buys Symantec’s Enterprise Biz: Good News For Investors, Bad News For Enterprises

Merritt Maxim August 9, 2019
Yesterday, Broadcom announced a definitive deal to acquire the enterprise business of Symantec for $10.7 billion in cash. This deal caps weeks of speculation that Symantec was in play, initiated in May 2019 following the sudden resignation of Symantec CEO Greg Clarke in May and a downward revision to Symantec’s FY 2020 revenue guidance earlier […]
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Salesforce Buys ClickSoftware To Bolster Its Field Service Offering

Kate Leggett August 8, 2019
Salesforce continues its fast and furious acquisition spree by picking up ClickSoftware for $1.53 billion to beef up its field service capabilities. Field service is a rapidly growing area in CRM. Growth is fueled by the demand for: 1) differentiated customer experiences, which extends to a field worker showing up at a customer or a […]
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Is It The End Of Facebook And Twitter Marketing Partners? Not So Fast

Jessica Liu August 8, 2019
In perhaps one of the few (only?) times that Twitter is grateful not to be the size and scale of Facebook, Inc., it announced this week that it “accidentally” shared user data with third-party measurement vendors and advertisers against users’ wishes. Despite users being able to adjust their ad setting permissions to not share data, […]
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Use Forrester’s Customer Service Wave™ To Guide Your Product Selection

Kate Leggett August 8, 2019
Not all customer service vendor solutions are a good fit for your organization, and choosing the right one depends on the number of agents you have, your growth projections, your business model, the type of industry you are in, and whether you are looking for a standalone customer service solution or one that is part […]
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The Case For Strategic Learning

Empower human capital in a market defined by disruption.

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Laud Your Whistleblowers Or Pay The Price

Alla Valente August 8, 2019
Companies that don’t take ethical behavior seriously face lasting brand damage, fines, and years of enforcement actions with ongoing lawsuits. However, companies that operate at a high moral and ethical level engender trust among their customers and are rewarded in profitability. So why aren’t more businesses identifying and investigating possible misdeeds before they become tomorrow’s […]
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Last-Mile Delivery: eCommerce’s Future Depends On Innovation In Package Delivery

Sucharita Kodali August 8, 2019
15 billion — that’s how many eCommerce orders were delivered last year to customers in the US. Not only are the costs of these shipments increasing, but many of those deliveries are inefficient and generate negative externalities for communities (think clogged roads, for starters). For my new research, “The US Last-Mile Landscape Today,” we interviewed […]
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European Digital Advertising Gets Knocked Down But Gets Back Up Again (Kind Of)

Brandon Verblow August 8, 2019
European digital advertising has had a challenging year thanks to GDPR, EU fines, and social media scandals. Growth in digital advertising spending is decelerating, and adtech providers are rethinking their European advertising businesses. However, the outlook seems healthier than might have been expected given the circumstances. Rather than precipitating a sharp downturn, these headwinds will […]
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