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Predictions 2021: Winning CIOs Get Future Fit

Matthew Guarini 7 days ago
In 2021, we predict CIOs will act more locally when it comes to tech selection and develop better employee experiences. Learn more in our 2021 CIO predictions.
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Podcast

Best Of EX 2020

What It Means 3 hours ago
Employee experience leaders were challenged like never before in 2020. In this episode, Forrester analysts provide examples of organizations that have successfully adapted their EX programs this year.
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Blog

Predictions 2021: Divided Consumers Will Wrestle With Escalating Individual, Community, And Global Tensions

Anjali Lai 6 days ago
Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.
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Predictions 2021

Discover the most critical business trends of 2021 and how firms can accelerate out of the crisis.

Blog

Predictions 2021: Technology And Customer Obsession Help Firms Emerge From Crisis Mode

Sharyn Leaver 7 days ago
It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.
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Blog

Predictions 2021: Strong CMOs Will Own Their Companies’ Regrowth

Shar VanBoskirk 7 days ago
In 2021, we expect to see an obvious separation of CMOs who are leaders -- those who recognize that 2020 launched a new chapter for the way commerce works, from CMOs who are outdated -- those content to run promotions, sales support or media buying teams.  Companies without a CMO leader won't survive. 
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Blog

Europe Predictions 2021: With Volatility Comes Opportunity

Laura Koetzle 7 days ago
European organizations can expect consumer contradictions, regulatory upheaval, and more cross-border remote work.
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Blog

Take A Chance On Your Holiday Podcasts

Collin Colburn 8 hours ago
Marketers are itching to get close to consumers in time for a holiday spending surge. This season, we think marketers should take the opportunity to be bold (at work) with their podcasting efforts. We know lots of retailers and brands – from Sephora to Blue Apron to Shopify – have their own podcasts. And even […]
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Blog

Adobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility

Andrew Hogan 10 hours ago
This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating skills. That’s not an indictment; it’s a sign the company has a clear strategy for its creativity offerings and is sticking to it. Adobe Creative Cloud has posted impressive results during the pandemic, […]
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Build Your Customer Obsession Strategy

Download a step-by-step guide to defining and building a customer obsession strategy that fuels business growth.

Blog

Supporting Healthcare With IoT: Philips

Julie Ask 13 hours ago
My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices would be helpful in informing diagnoses, monitoring, ensuring compliance of treatment plans, and running clinical trials. We’re building a body of research, but we’ve decided to share a few things along the way. The Philips […]
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Blog

Predictions 2021: Wealth Management Firms Embrace Digital To Thrive

Vijay Raghavan 18 hours ago
The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but will move beyond them.
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Blog

Predictions 2021: Banks Will Need To Get To Know Their Customers (Again)

Oliwia Berdak 18 hours ago
The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.
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Blog

Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Ian Jacobs 19 hours ago
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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Blog

Extend The Life Of Your Chatbots By Looking Beyond The Holiday Season

Ian Jacobs 20 hours ago
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […]
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Entering The New Normal

Discover the five shifts that will change business and technology forever.

Blog

Four Critical Planning Considerations For Sales Enablement Leaders In 2021

Eric Zines 2 days ago
Sales enablement leaders should be prepared to optimize and expand the all-virtual environment in 2021. Annual planning — for resources, personnel, and programs — will be particularly difficult as enablement leaders solve for the current environment but also anticipate what comes next. Improve your odds for success with the four following suggestions.
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Blog

Predictions 2021: Customer Insights Practices Continue To Evolve

Gene Leganza 2 days ago
Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Something new and different. Learn why in our customer insights predictions for 2021.
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Blog

Predictions 2021: Retailers, Brand Manufacturers, And Mall Operators

Sucharita Kodali 2 days ago
In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead. Read what we predict for retail in 2021.
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Blog

Explore Real-Time Interaction Management Solution Options With The Latest Forrester Wave™

Rusty Warner 2 days ago
My colleague Joe Stanhope and I have previously written about “The Future Of Enterprise Marketing Technology” and how it hinges on marketing alignment with customer experience (CX) strategies. To be successful, marketers must orchestrate personalized experiences that deliver value in their customers’ moments of need. But brands must “Align Strategy And Technology To Deliver Next-Gen […]
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Blog

Predictions 2021: Digital Goes Mainstream As The New Normal Sets In For Healthcare

Arielle Trzcinski 2 days ago
The forced digital transformation of 2020 was just the beginning for the healthcare industry. In 2021, transformation — and not just digital — will continue on a grander scale.
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Sales Activity Study

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

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Predictions 2021: Cloud Computing Powers Pandemic Recovery

Dave Bartoletti 3 days ago
Get a deep-dive on Forrester's prediction that cloud computing will help companies around the world accelerate pandemic recovery in 2021.
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Blog

Europe Predictions 2021: Protecting Personal Data Remains A Priority In The EU

Enza Iannopollo 3 days ago
After an unpredictable 2020, next year will still be a year of uncertainty and change. Despite this uncertainty, Europe will maintain a clear commitment to data protection. As communities, consumers, and businesses leave the pandemic behind, they will embrace a new normal. In Europe, three trends related to data protection will emerge: Regulatory activity will […]
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Blog

The Promise (And Perils) Of Customer-Focused Government Technology Transformation

Dan Bieler 6 days ago
Technology transformation is a fundamental lever to change the working of government overall.
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Blog

The Smaller, Smarter Future Of Agencies

Jay Pattisall 7 days ago
The future of the “agency” is being shaped by technology. The belief that artificial intelligence and machines will displace human labor is pervasive across many industries. For agencies, embracing artificial intelligence (AI) and intelligent automation (IA) comes with trepidation that the human side of creativity will be forever lost. Even though AI tantalizes marketers with […]
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Blog

Europe Predictions 2021: Marketers Must Craft Experiences To Retain Contradictory Customers

Thomas Husson 7 days ago
Every autumn, Forrester looks ahead to predict the major consumer, business, and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of any of these trends slowing down. How, then, should European consumer […]
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Thrive In The New Era Of B2C Buying

Discover how your firm can grow and thrive over the next decade as new consumer buying patterns emerge.

Blog

Europe Predictions 2021: Disruption And Opportunity For Technology Leaders

Martin Gill 7 days ago
Every autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year. It’s that time again now. The art of prediction isn’t new, and as Europeans, we’ve excelled in it for centuries. Millenia even. Kings and queens, chieftains and war leaders would consult the wise, hoping for […]
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Blog

Europe Predictions 2021: Digital Leaders Widen The Customer Experience Maturity Gap

Joana de Quintanilha 7 days ago
In 2020, for the first time in more than five years, we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (CX Index™), which measures how successfully a company delivers customer experiences that create and sustain loyalty. But even as these digital leaders begin to pull away, the mainstream banks […]
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Blog

Europe Predictions 2021: Manufacturers Will Accelerate Their Digital Transformations

Pascal Matzke 7 days ago
In 2021, European manufacturers will leverage emerging technology to accelerate the digital transformation efforts.
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