Featured Blogs

“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]

Since most TEIs involve multiple anonymous interviews, access to a TEI case study presents a rare chance for your customers: They can read about how other organizations — possibly even their competitors — dealt with the same problems they have and how they made use of your solution.

Agent augmentation tools make the lives of contact center agents easier by enabling them to deliver high-caliber customer support. Yet today’s technology is siloed; there isn’t a unified agent augmentation solution that aggregates all of the tools that agents need and/or should have. This gap in the customer service technology market creates the conditions for […]

In this webinar, Christine Polewarczyk will go through best practices for effective B2B marketing content performance measurement.

Feature management and experimentation tools assist agile-plus-DevOps teams in achieving progressive delivery. Read more about our recent evaluation of these tools.

The latest edition of “The Forrester Wave™: Content Platforms, Q2 2021” is now available to Forrester clients! The enterprise content management (ECM) market continues its evolution, with vendors stepping up their investments in cloud-first, flexible platforms. While many vendors still offer products that can be deployed on-premises or in a hosted model, cloud has become […]

Kubernetes is going mainstream — at least, that’s what we were told at the KubeCon conferences, in the Cloud Native Computing Foundation (CNCF)’s case studies, and via various vendor success stories. But those high-profile use cases are dominated by cloud hyperscalers, software and software-as-a-service providers, tech equipment makers, and telcos. Big banks and other financial […]

Each month, the infrastructure and operations (I&O) team writes incredible research (sorry for missing April initially!). As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation. For those who know me, I am quick to call these out […]

Apple kicked off its annual developer conference on Monday, June 7, 2021. One of its big announcements was iOS 15. iOS 15 makes experiences more intelligent and more intuitive. Apple is adding features that help its customers 100 times a day in little moments throughout the day, every day. In some ways, you could say […]

European manufacturers are evolving to stay competitive. Discover how and learn best practices from experienced industry leaders.

Technology transformation is a fundamental lever to change the workings of government. Government priorities, including higher citizen engagement, improved productivity, and stronger economic growth increasingly depend on digital technology.

In our recent research, we have demonstrated how a future fit tech strategy gives your company the foundations for customer and business success. And we have determined that companies that are customer obsessed grow 2.5 times faster than others. Creativity — finding new solutions to old problems and making breakthroughs to new business models, new […]

Smart Manufacturing Offers More Choice If you follow our research on smart manufacturing and product lifecycle management, you know that manufacturers today have more ability than ever before to develop and bring to market exciting new product variants. You have also seen our work on collaborative work management, project portfolio management, and accelerating product delivery with […]

For companies that were early in their digital transformation journeys pre-pandemic, catching up with more digitally advanced firms has been hard. What separates the two groups?

In my previous blog, we called on all (aspiring) customer-obsessed companies to balance the value of their customers with the value they deliver for their customers. This follow-up blog will introduce the three steps for how to do that, along with a new value metrics framework. Step One: Define The Value That Target Customers Seek […]

Brands, you’ve got work to do with LGBTQ+ Millennials who, as it turns out, have trust issues with you. The data is hot off the presses from Forrester Analytics Consumer Technographics® Benchmark Survey, 2021 — a survey of close to 200,000 global online adults. Given that it’s Pride Month, I was extra eager to compare […]

JP Morgan collected more than $1.5 billion in overdraft fees in 2020. This came during a time when many households were struggling to keep their bank balances positive due to COVID-19. Take Ally Bank as a contrast: The firm waived overdraft fees during the pandemic. And now, Ally has decided to scrap overdraft fees entirely. […]

The fastest-growing companies are innovation leaders. Our research reveals that innovation leaders grow at 2.6 times the industry average. This indicates that a tech-driven and sustainable innovation strategy is mission critical for firms to survive disruption and succeed in times of continual and rapid change. Tech executives who nurture a culture of innovation, adopt tech […]

Defining specific types of digital audiences allows marketers to plan and deliver more respectful and relevant digital experiences at scale using the available information at the moment of each interaction.