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Forrester Can Help You Craft Your Customer Obsession Strategy

Shar VanBoskirk 4 days ago
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.
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Blog

Lean Isn’t Always Lean: There Are Lean Cores And Lean Cores In Banking

Jost Hoppermann 1 day ago
Learn the benefits of dividing traditional core banking solutions into the lean core and the digital core.
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Blog

The Biggest Digital Health Deal Of All Time: Teladoc Health And Livongo Merge To Deliver Proactive, Broad Spectrum Digital Health

Arielle Trzcinski 1 day ago
Telehealth megamerger ushers in a new era of digital health.
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COVID-19: Responding, Managing, And Leading During A Pandemic

The latest insights and guidance for leaders to address the growing business and employee experience implications of COVID-19.

Podcast

The High Cost Of Cutting Marketing Budgets Now

What It Means 3 days ago
Marketing resources can be easy targets in an economic downturn. Yet these cuts are shortsighted and put companies on weaker footing long-term, say Vice Presidents Laura Ramos and Keith Johnston. Learn what companies and marketing leaders should do instead in this week’s What It Means episode.
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Video

The Future Is Here: Google Moves Forward With Its Banking Marketplace

Alyson Clarke 3 days ago

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Blog

Rethinking Sustainability In The Middle Of A Pandemic

Oliwia Berdak 3 days ago
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
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One Hand To Shake Beats One Throat To Choke

Glenn O'Donnell 19 hours ago
Technology buyers often seek purchases from one vendor because — as the saying goes — they want “one throat to choke.” This phrase always bothered me. You don’t want this relationship to be adversarial, so don’t start off with such incendiary language. Relations between technology providers and their customers have long been on the hairy […]
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Blog

Get Smart On CX Teams: An Interview With DoorDash

Angelina Gennis 19 hours ago
Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about the approach of the CX team and how they make sense of the different customer types that influence each other’s experiences. AG: What is the structure of the DoorDash CX team? AZ: When I joined DoorDash as […]
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The Rise Of Employee Power And Data In The Future Of Work

Discover how the tsunami of employee data and the rise of employee power will impact your organization and how you can prepare.

Video

Invest In The Right Technologies To Develop Your Financial Well-Being Program

Aurelie L'Hostis 2 days ago

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Blog

Third-Party Risk Management: You Can’t Outsource Your Way Out Of Accountability

Alla Valente 3 days ago
Firms have been outsourcing systems, business processes, and data processing activities to third-party service providers (TSPs) for years, but they are only one category of relationships that introduce risk into the enterprise. Now, firms are more dependent than ever on the vast network of third-party relationships, from vendors and suppliers to digital marketing agencies and […]
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Blog

My Reflections From The 2020 European MSSP Forrester Wave™

Paul McKay 3 days ago
My first refresh of the Forrester Wave™ evaluation on European managed security services providers (MSSPs) went live this week. In the previous Wave, differentiators in the market included matured escalation processes enabled by automation, remediation, and chat capabilities, as well as the introduction of mobile apps to improve the user experience. In the current Wave, […]
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Video

Security And Productivity Don’t Have To Be At Odds

Andrew Hewitt 3 days ago

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Research Collection

Finserv Leaders Must Keep Sight Of The Big Picture In The Midst Of The Pandemic

David Hoffman 3 days ago
As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact will change the ways these companies interact with their customers, manage their employees, and respond to the market environment.
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Sales Activity Study

Identify productivity roadblocks for your sales reps and start paving the way to greater efficiency.

Blog

Differentiate Your Brand With Ethical Marketing: Join Me At Summit Asia Pacific!

Xiaofeng Wang 3 days ago
Late last year, at Forrester’s Asia Pacific Predictions 2020 events, one of the predictions we made was “Leading brands will differentiate with ethical marketing to build long-term value.” Fast-forward to the second half of the year, and we see that COVID-19 is accelerating the trend. Values-based consumers are on the rise, and they will vote […]
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Blog

Virtual Event Momentum Will Move Strategy And Tech Forward Rapidly

Laura Ramos 4 days ago
B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this but is ineffective without a solid strategy and set of customer experience goals.
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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 5 days ago
The Clock Keeps Ticking On Microsoft’s Pursuit To Purchase TikTok In The US Late last year, we predicted that companies like Facebook or Meredith Corporation would court TikTok for acquisition but that its Chinese parent company, ByteDance, would ultimately hold out for an IPO. Now, it looks like we were half right. Increasing scrutiny from lawmakers over data privacy concerns and […]
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Blog

Smackdown! Enterprise Monitoring Vs. TLS 1.3 And DNS-Over-HTTPS

David Holmes 5 days ago
Technically, the male praying mantis mates for life. If you know anything about the mating habits of the female sex of that particular insect, you now also understand the limitations of the word “technically.” Similarly, technically, TLS 1.3 and DNS-over-HTTPS (DoH) are improvements upon previous technologies that are supposed to improve security. But in reality, […]
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Blog

In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The Airline — Here’s Why

Harley Manning 5 days ago
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.
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Brand and Communications Leaders: Drive Speed, Scale, and Value

Discover how to deliver greater business value by building a natively digital brand and communications approach and tech stack.

Blog

Low-Code Development Requires A Security Rethink

Sandy Carielli July 31, 2020
Low-code platforms speed delivery of applications, but are they secure? The answer is more complicated than I expected when I started this research project with my colleagues, John Bratincevic and John R. Rymer. We’re still gathering information, but we’ve discovered that: Low-code security is not well understood. Even vendors with extensive security investments acknowledged that […]
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Blog

Use Forrester’s New Tech Tide™ Reports To Evaluate Your Martech And Adtech Investment Strategy

Mary Pilecki July 30, 2020
Marketers today must understand and use myriad technologies to support omnichannel ad strategies and deliver moments-based marketing. But the landscape of 7,000-plus options is overwhelming and rapidly evolving, especially as new privacy regulations and tech giants such as Apple and Google limit access to consumer data. We just published some research to help marketers keep […]
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Blog

Forecasting In Uncertainty: Q2 2020 US GDP Report Reveals Negative Surprises For US Economy But Positives For US Tech Market

Andrew Bartels July 30, 2020
US GDP fell 32.9% in the second quarter. Learn the implications for the economy and the tech sector specifically.
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Video

The Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke July 30, 2020

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Blog

Straight From The Source: Collecting Zero-Party Data From Customers

Stephanie Liu July 30, 2020
Marketers are building out experiences to ask customers about volunteer zero-party data that they can’t infer, buy, or collect elsewhere.
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Webinar

Use Data To Drive CX Project Prioritization

Discover an insights-driven approach to determine which CX projects will have the greatest impact and how to use your resources with maximum efficiency.

Podcast

The Future Of Empowered Customers

What It Means July 30, 2020
What’s not changing: the five key dimensions of customer empowerment. What is changing: empowered customers’ desires. Dive deep into the shifting sands of consumer sentiment on this episode of What It Means, featuring Senior Analyst Anjali Lai.
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Blog

MSSPs Race To MDR

Jeff Pollard July 29, 2020
By the beginning of August, both of my managed security services provider (MSSP) Forrester Waves™ will be published, marking five Forrester Waves authored and 62 vendors evaluated in the MSSP space during my five years at Forrester. While Forrester Waves can be exhausting for the analyst and the vendors alike, witnessing the progression of an […]
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Blog

Connect Brand And CX To Create Value: Join My Keynote At Summit Asia Pacific

Dipanjan Chatterjee July 29, 2020
A poor promise will starve a great experience, and a poor experience will break a great promise. The Power Of Marketing Marketing has always been a substantial and thriving component of brand-building. For example, annual global advertising spend has grown from about $400 billion in 2019 to just shy of $600 billion in 2019 (equivalent […]
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