Featured Insights

About two months into a lifestyle confined by stay-at-home orders and physical distancing, individuals are heavily relying on technology to work, get things done, be entertained, connect with friends and family, and so much more. Consumers report spending more time on their personal devices — over half of US online adults are using their TVs, […]

This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […]

The COVID-19 pandemic has put a major dent in our mobile lifestyles. But even as many of us shelter in place or stay at home, our smartphones are still with us, offering a necessary link to the outside world. In a typical morning, you can probably expect to receive messages from family members and friends […]

As firms continue to grapple with the business impact of COVID-19, they will need to expand their tech strategy beyond enabling remote workers.

If robotic process automation was not on companies' roadmap before COVID-19, it is now. The focus will be on reducing costs, conducting remote business, and using AI to improve resiliency.

Low-code dev platforms have been around for 30 years, but in 2020, adoption has reached an inflection point. Today, a majority of developers report they are either planning on or have already implemented a low-code platform to build digital business applications (see figure). As proponents push into more mission-critical use cases and pro-dev shops look […]

Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.

Today, Microsoft announced the planned acquisition of Softomotive, a UK-headquartered robotic process automation (RPA) software company with roots in Greece. With the intended purchase, Microsoft has muscled into the RPA game in a big way and, in doing so, removed any doubts that RPA has really arrived. Expect others to follow suit with a buying […]

In Forrester’s recently published report, “The Forrester Wave™: B2B Commerce Suites, Q2 2020,” we evaluated the 13 most significant vendors — Adobe, Apttus, BigCommerce, commercetools, Elastic Path Software, Episerver, Insite, Intershop Communications, Oracle, Salesforce, Sana Commerce, SAP, and Unilog Content Solutions — against 29 criteria. After researching, analyzing, and scoring each vendor’s current offering, strategy, and […]

In our newly published “The Forrester Wave™: B2C Commerce Suites, Q2 2020,” we evaluated the 10 most significant commerce vendors in the B2C space along 31 criteria: Adobe, BigCommerce, commercetools, Elastic Path Software, Episerver, Kibo Commerce, Oracle, Salesforce, SAP, and Sitecore. The Leaders for B2C in 2020 are Adobe, Salesforce, and commercetools. Adobe’s strategic acquisition […]

As the UK begins to face a staged return to work, business leaders must capitalize on the trust their employees have placed in them, take the lead on helping their employees through the crisis, and create a sense of security.

In recent weeks, COVID-19 forced many organizations to either scale up their existing virtual desktop infrastructure (VDI) deployments or set up a new one. Either of these approaches is a rushed response to an evolving business continuity risk, as a significant percentage of employees are now forced to work remotely. Your IT continuity risks are […]

Prior to the pandemic, the majority of global software decision makers were dissatisfied with their existing human capital management (HCM) products and were evaluating other products. With COVID-19, this dissatisfaction is now acute, and digital workforce transformation has accelerated. The right HCM technology to transform your organization’s people and workforce strategies is no longer nice […]

More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. The technology offloads repeatable tasks from agents, enforces compliance to process and policy, and allows agents to focus on work that matters. Yet contact centers often don’t see the initial ROI of RPA play out as they scale […]

If you set out to build a “boil the ocean” business case for why to invest in data, analytics, and insights initiatives — stop. Use your precious time to instead focus on prioritizing the investment categories across where you are in your business-insights maturity, because they will yield tangible benefits — both top- and bottom-line […]

Firms Poised To Survive The Pandemic Aren’t Laying Off CX Pros — They’re Doubling Down To cut costs, companies are laying off employees in customer experience (CX), customer success, and customer support. That’s a big mistake for three reasons. First, we have proof that improving CX increases revenue, lowers cost, and mitigates risk. Second, firms with a strong CX function have the customer understanding needed to weather the pandemic. Insights about needs and […]

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]

Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […]