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The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down upon as a step in the wrong direction when it comes to innovation and providing value to developers. But […]

Many firms have used Forrester’s principles of customer obsession to guide their business and IT transformation journey, striving to be customer-led, insights-driven, fast, and connected. But in their pursuit, most firms fall short when it comes to organizational change. Rather than undertake a full organizational design exercise, firms are adopting tactical change, creating agile delivery […]

Research announcement: Another Asia Pacific Forrester Wave™ evaluation is coming. This time, I will be evaluating cybersecurity consulting providers in the region. Gather round! The cybersecurity consulting market has been alive and well in AP since I began my career many years ago. I have worked at — and was a client of — a […]

Success in the communications services sector is indeed a capricious piece of cheese. In it, every new technology advancement brings new business models, new security and sociopolitical debates, brand-new industries of disruptors, and even new job roles for man and machine. As new technologies mature, the distinction between technology, media, and telecommunications industries blur. Navigating […]

Did you feel the earthquake that hit the television business today? You should . . . I’ve long used the geologic concept of plate tectonics as a metaphor for the television business. Like the earth’s giant crustal plates that seem immovable in the face of enormous geophysical pressures, the television business has resisted the forces […]

At 5 a.m. this Saturday morning, I will be in a huddle of a few dozen hardy individuals in subfreezing temperatures. At the hour, we will begin a “race” through 60 kilometers of beautiful desert surrounding Utah’s Bryce Canyon. I put “race” in quotation marks because, except for the premier athletes at the front of […]

On April 26, Marvel fans finally received an ending to an 11-year saga when “Avengers: Endgame” premiered in theaters. Without revealing too many spoilers, the Avengers were tasked with undoing a finger snap (yes, a snap) executed by the villain from the previous movie. This snap was so substantial that it caused half of the […]

Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year. We’re not surprised — our forecast predicts that by 2023, CMOs will spend nearly $150 billion on various digital marketing channels in […]

Please check out our second FORR in 3 episode. FORR in 3 is a new video blog series on commerce, content, and services. In this episode, Amanda LeClair and I discuss my recent research on the trends shaping the open source and CMS landscape, especially what it means for organizations investing in Drupal and WordPress […]

Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing and, now, data-driven marketing. As marketing strategy changes and marketing resources shift, so do consumers and customer loyalty — today, consumers use more devices, ad blockers, and other privacy protection tools and still have increasingly sophisticated customer […]

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities. What Did We Learn? These five drivers are refocusing executive and […]

I’m attending the CFA Institute Annual Conference here in London, and one presentation really caught my attention today. Jane Henshaw, head of digital research at Vanguard, shared her team’s research on digital financial attention.[1] This research uses three sources of data: web data from Vanguard’s large base of 8 million customers across retail and defined […]

So unless you’ve been living under a corporate rock for the past few years, you’ve certainly been bombarded with buzz around two words: “customer experience.” The problem with customer experience (CX) is just that — often, it’s a buzzword that everybody talks about it but few get right. How do we know? We’ve been measuring […]

It’s an exciting time to join Forrester as a customer experience (CX) culture analyst. My colleagues are thought leaders at the forefront of both CX and the employee experience (EX). As we build the case that great EX leads to better CX, we also want to arm you with the right tools to lead change […]

I focus a lot of my research on marketing innovation and have been working on mobile (first as a marketing guy at a telco in 1998, then as an analyst) for more than 20 years. However, it is still fascinating to me to see how many marketers wrongly think their company has fixed mobile basics […]

To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience (CX) is affecting retailers in 2019. I interviewed Sam Stern, principal analyst, part of Forrester’s employee experience (EX) team, and also an expert on customer-centric culture. Here’s what Sam suggests retailers and […]

Forrester Future Fit is a tool for measuring your readiness for the future. A simple, five-minute assessment lets us statistically project whether you are in the high-, medium-, or low-fitness group. Take the survey at forr.com/futurefit to learn your score. Read more about future fitness here. You’ll find that there are nine key attributes of […]

A Better Mousetrap Is Always Around The Corner The world saw cracks in the armor of Google this week when Alphabet’s earnings reported below analyst estimates. It looks like Amazon and others have found weaknesses in the search-based advertising model — golden geese are mortal, after all. So if Google is vulnerable to disruption, we all […]

As the world’s largest eCommerce market, China appeals to global B2C and B2B brands alike. But China’s B2B eCommerce market is not as mature as the consumer space, and neither is its B2B payments. Multinationals that want to develop their B2B online commerce business in China will need to clearly define their strategy, including what […]