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Wealth Management Firms: You Need Videos On Your Websites And Apps

Peter Wannemacher January 31, 2019
When digital channels such as websites arrived, they were designed in large part as “pieces of paper” delivered on a computer screen (thus, the still-widely-used term “web page”). But the human brain wasn’t wired to slog through big blocks of text, so millions of websites (and now mobile apps and other digital interfaces) are currently […]
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In The Era Of Shutdowns, Federal Agencies Can Reinvent Citizen (And Employee) Experience

Bobby Cameron 1 day ago
Never let a serious crisis go to waste! Senior government executives would be wise to listen to Winston Churchill’s wisdom! We’re living in the era of shutdowns, when funding disruption is the norm. To survive — and maybe thrive — in this feast-or-famine funding era, agencies must reinvent their business models to focus outside-in, from the […]
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Engaged Employees: You Can’t Get There Without Them

James L. McQuivey 1 day ago
Truth is, in most of the reports we write about how to prepare your company for the future, two major recommendations always come out: Get your C-level leaders on board, and cultivate a culture that can transform your business. The first is crucial yet obvious, and I’ve grown tired of writing it. The second, culture, […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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What To Expect From Mobile World Congress 2019 Beyond 5G And Foldable Phones

Thomas Husson 1 day ago
For the first time in 15 years, I will not attend Mobile World Congress (MWC). When I mentioned this to some clients, some of them told me, “Yes, you’re right: Mobile is dead. There is no innovation anymore. It is all about AI and blockchain these days.” (?!!) I could not disagree more. The reason […]
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PODCAST

Predictions 2019: Highlights

What It Means 2 days ago
2019 is shaping up to be a challenging year. The market may slow, but the pace of disruption won’t. Now isn’t the time to throw in the towel on digital transformation and CX. Instead, build a solid foundation and get ready to come out strong in 2020. Featuring: Carrie Johnson, Chief Research Officer, Keith Johnston, VP, Research Director, Matthew Guarini, VP, Research Director, Michele Goetz, Principal Analyst, J. P. […]
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Gen Z: Our Window Into The Future Of Feedback

Maxie Schmidt February 7, 2019
This is part 3 of my blog series on the future of CX measurement (read part 1, part 2, and part 4). I recently shared my research on the future of CX measurement in Professor Kay Lemon’s applied marketing management class at Boston College’s Carroll School of Management. (Thank you for the invite!) The students were wonderful […]
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Introducing Forrester’s Guide To Employee Experience Technology

Andrew Hewitt 1 day ago
Employee experience (EX) is top of mind for today’s companies. As we detailed in our report “Why EX? Why Now?” investments in EX yield both tangible and intangible business results such as reduced recruiting costs, lower attrition, higher employee work performance, and increased discretionary effort. The question still remains, though: What elements should businesses focus […]
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Get Ready To Tackle CCPA

Enza Iannopollo 1 day ago
California is taking the lead in the US on privacy regulation with the adoption of the California Consumer Privacy Act (CCPA). Security and privacy professionals whose companies have consumers in California must get their implementation plans together now. Those that believe that CCPA is not their problem must think again: This is likely to be […]
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Predictions 2019 Webinar

Forrester thought leaders dig into the seismic shifts that will affect your business in 2019.

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Top Five ABM Planning And Execution Pitfalls To Avoid

Laura Ramos 2 days ago
Extra, extra! Read all about it! TOPO declares that 86% of account-based organizations report improved close rates, and 80% say account-based strategies are driving increased customer lifetime value! TribalVision channels the ITSMA when it reports that companies implementing account-based marketing (ABM) strategies typically see a 171% increase in annual contract value! Really? Wow — huh, haven’t […]
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MEDIA ALERT

Forrester Research Reports 2018 Fourth-Quarter And Full-Year Financial Results

2 days ago
Cambridge, Mass.
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini 2 days ago
Lessons From Toy Land: Digital Strategy Beats Digital Marketing Mattel and Hasbro announced earnings this week. Both saw sales decline from the collapse of Toys”R”Us. But Mattel’s sales declined only 5% while Hasbro’s declined 13%, and Wall Street applauded the difference. Why? Because Mattel has been aggressively pursuing a digital products and channels strategy, extending […]
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Maximize Your Tech Investment By Making Sense Of The Digital Intelligence Tech Landscape

James McCormick 2 days ago
Digital Disruptions Complicate Digital Intelligence Needs Digital intelligence (DI) — the practice of understanding and optimizing digital customer engagements — has been around for as long as the internet itself. But it has not remained stagnant. The practices and technologies needed to support DI have continued to be revolutionized by the digital disruption. And the number of […]
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How Mature Is Your CX Program?

Great CX requires excellence in six competencies.

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Pragmatism Rules FinovateEurope 2019

Oliwia Berdak 3 days ago
FinovateEurope is back in full swing, so we wanted to share our impressions of Day 1. Here are Benjamin’s thoughts: And some further reflections by Aurélie and myself.
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Join The Progressive Web App Movement

Ted Schadler 3 days ago
Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it’s time to join organizations such as eBay, Financial Times, Flipkart, Starbucks, and West Elm in the movement to build progressive web apps that combine the discoverability and reach of the web with the experience and engagement of an app. As a […]
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Augmented Reality, Virtual Reality, And Mixed Reality Do Bring Value To Industry

Paul Miller 3 days ago
Back in August of last year, I asked for good examples of augmented reality (AR), virtual reality, and mixed reality (MR), all together known as extended reality. Unsurprisingly, I saw plenty of examples of the type my original post complained about: visually stunning but almost entirely useless for anything other than showing off. Then there […]
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US Tech Demand Will Be Strongest In Domestic And Services Industries, Weakest In Manufacturing And Multinationals

Andrew Bartels 3 days ago
Forrester has just published its 2019 industry outlook for US tech budgets, with forecasts for how firms in different industries will increase and allocate their spending this year (see the Forrester report, “2019 US Tech Budgets: Industry Outlook“). Our overall forecast of growth is 6.1% for US business and government spending on tech goods; services […]
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April 2–3 • New York

Beyond The Direct-To-Consumer Revolution

Join us for Consumer Marketing 2019.

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Customer Experience: France Is Lagging Behind

Thomas Husson 4 days ago
After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience (CX) in Paris. It was a great pleasure for me to host about 150 leaders in a unique venue: the Parc des Princes (PSG’s football stadium!!) for a networking event to discuss CX trends and best […]
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The Hidden Lesson In Big Beer’s Post-Super Bowl Antics (Hint: It’s Not About Fast Marketing)

Brigitte Majewski February 8, 2019
What everyone will remember most about “Super Bore LIII” is not the game or the ads but the post-game tit for tat between Big Beer brands Anheuser-Busch InBev (ABI) and MillerCoors (MC).   In Case The Game’s Dullness Induced You Into A Media-Blocking Stupor . . . Here’s what happened: ABI aired three Super Bowl […]
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Who Are You, Citizen Data Scientist?

Mike Gualtieri February 8, 2019
Ugh. Everyone is talking about the citizen data scientist, but no one can define it (perhaps they know one when they see one). Here goes — the simplest definition of a citizen data scientist is: non-data scientist. That’s not a pejorative; it just means that citizen data scientists nobly desire to do data science but are […]
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Unlock The Mysteries Of IoT Pricing

Paul Miller February 8, 2019
Koninklijke Philips has come a long way since the Philips family began making light bulbs in the Dutch city of Eindhoven in 1891. Today the company focuses on healthcare, but it wants to do more than just build and sell medical products. The Financial Times recently quoted Philips CEO Frans van Houten: “In the future, […]
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AI Is Not Your Savior In Social Listening

Jessica Liu February 7, 2019
You’re hearing with increasing frequency that social listening platforms (SLPs) are incorporating artificial intelligence and that AI may eventually unburden humans from heavy social data management and analysis. The reality: This is exaggerated. You still need a hefty amount of human involvement to set the rules, train the data, and maintain the platform. In researching […]
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We Passed “Peak Survey Effectiveness” In CX Measurement — What Now?

Maxie Schmidt February 7, 2019
This is part 1 of my blog series on the future of CX measurement (read part 2, part 3, and part 4). CX pros can learn a lot from the inverted U theory. It describes that more is better . . . until it isn’t. This theory is also called the Yerkes-Dodson law, and Malcolm Gladwell […]
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