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Predictions 2020: Potential Energy Becomes Real Change

Sharyn Leaver October 28, 2019
Forces ranging from consumer values to automation to security will shape the business landscape in the year ahead. Leaders will be challenged to anticipate change and adapt.
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Three Key Factors That Drove Alibaba’s 2019 Singles’ Day Success

Xiaofeng Wang 2 days ago
Another year, another successful Singles' Day for Alibaba. Read how it generated a staggering $38.4 billion in online GMV on November 11.
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There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not Reporting It

Harley Manning 2 days ago
The one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS). It’s also not level of effort, CSAT, or even Forrester’s beloved Customer Experience Index (CX Index™).
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

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Forrester Publishes NPS Benchmarks For 260 Brands In 16 Industries

Maxie Schmidt 6 days ago
CX pros have been asking how their firm’s NPS compares to other firms’, so we decided to publish our NPS benchmarks data for the first time.
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PODCAST

It’s Time To Commit To Corporate Values

What It Means 7 days ago
Organizations that have been slow to commit to corporate values can’t afford to be anymore. On this episode of What It Means, Senior Analyst Anjali Lai describes the urgency executives face in balancing values-based consumers with business goals.
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Healthcare Organizations Must Future-Proof Revenue Strategies By Embracing Value-Based Care

Jeff Becker November 6, 2019
The time to transition from fee-for-service models to value-based care (VBC) models is here, as those that continue to delay will be left behind. Many health systems have taken a wait-and-see approach to VBC, but in 2020, more reimbursements will be tied to VBC than traditional reimbursement models.
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Who Should Design: Blend Democratization, Expertise, And Representativeness

David Truog 27 mins ago
The best CX arises when every employee learns design basics and a pro design team — that's representative of the intended audience — guides the process.
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RPA Impacts Employee And Customer Experiences — And That’s A Big Deal

Kate Leggett 24 hours ago
Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process. Customer service leaders […]
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

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New “Prescriptive” Low-Code Segment Emerging

John Rymer 1 day ago
Developers deliver major types of business applications many times faster with low-code platforms than they can by coding alone. How will low-code vendors keep raising software-delivery speed? I see two big sources of innovation: 1) applying AI to low-code development and operations and 2) embracing a new approach I’m calling “prescriptive low-code.” Four vendors embrace […]
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In The Fast-Growing ePurchasing Software Market, Best-Of-Breed Apps Hold Their Own Against Suites

Andrew Bartels 1 day ago
Which is the right choice: best-of-breed apps or application suites? This is a perennial question CIOs and business partners face in selecting application software. Forrester’s data on the ePurchasing software market — software that helps firms choose, contract with, buy from, and manage suppliers — shows that both options remain competitive. Indeed, it may well […]
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The 64 Best Channel Podcasts Of 2019

Jay McBain 1 day ago
  By Jay McBain and Rob Spee   If you haven’t listened to a podcast yet, you’re now in the minority.  According to Podcast Insights, 51% of the US population has listened to at least one podcast. Since the first podcast came on the scene in 2004, there are now over 750,000 podcast shows with […]
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WEBINAR

Predictions 2020

1 day ago
Explore the dynamics that will shape 2020 and beyond.
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When Websites Come Down, Twitter Blows Up And Marketing Wins

Emily Pfeiffer 1 day ago
Sites crash, especially when a new product launch creates a massive leap in traffic compared to usual demand. Two sites notably crashed recently: startup Jeffree Star Cosmetics and veteran brand Pringles. While this looks like a disastrous website failure — and may be, fundamentally — it can also create considerable opportunities for brands. Is this […]
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The Future Of Work

Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.

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Enterprises Need Plans For Both Climate Sustainability And Adaptation

Stephanie Balaouras 1 day ago
Last week, more than 11,000 scientists signed their name to a statement declaring a climate emergency and warning of “untold suffering due to the climate crisis.” The declaration calls for governments, institutions, and individuals to take drastic steps to slow the rapidly accelerating pace of the climate crisis. This comes on the heels of weeks of climate protests around the globe and the near constant stream of new scientific reports warning that “it’s worse than we […]
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A Timeline Guide For Your 5G Strategy

Dan Bieler 1 day ago
The rollout of 5G is much more evolutionary than the rollout scenarios of previous cellular standards.
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski 2 days ago
By Silencing Hackers With NDAs, Uber Could Legitimize Ransom Attacks As A Business Despite a half-billion-dollar marketing campaign last year to rebuild Uber’s image, the ride-sharing giant’s reputation problem just keeps getting worse. On Wednesday, two of the (now known to be) three hackers responsible for the 2016 breach and ransom of 57 million riders’ […]
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Five Vendors Lead In Our Second Forrester Wave™ Evaluation On Unified Endpoint Management

Andrew Hewitt 2 days ago
Today, we released our updated “The Forrester Wave™: Unified Endpoint Management, Q4 2019.” This is the second year we’ve published our unified endpoint management (UEM) Wave (you can find last year’s report here), and this year, we looked at the top 13 vendors in the market today and evaluated them across 23 criteria. Organizations looking […]
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SEO And Site Search: Not Quite The Match Made In Heaven

Mark Grannan 2 days ago
We (Collin and Mark) had a hypothesis: Site search and SEO were natural partners in a broader scheme to help customers find answers and products. But we needed evidence: How should these strategies intersect? What are the staffing, skilling, and technology opportunities to double-dip in these two areas? What are the benefits to unifying these […]
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The Case For Strategic Learning

Empower human capital in a market defined by disruption.

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Agile Procurement In Government Is Not An Oxymoron

Amanda LeClair 2 days ago
In any conversation focused on Agile, it takes some time to figure out what each party means when they use the term. In my early research on Agile procurement in government (and Agile procurement in general), almost all of those conversations quickly devolved into what groups were doing Agile software development. But digital government is much broader […]
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Integrated Risk Management: What Is It?

Renee Murphy 5 days ago
I am often asked, “Renee, what is integrated risk management (IRM), and how is it different from GRC?” You are neither misinformed nor are you horribly confused. We have been on a seven-year journey together maturing governance, risk management, and compliance (GRC) programs to eventually give you the process, program, and data to get to […]
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Getting Chatty With Bixby (Samsung’s Intelligent Agent)

Jeffrey Hammond 5 days ago
(With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California. Developers sampled the company’s latest offerings for mobile app and web development, the internet of things, and artificial intelligence. Forrester clients may not be familiar with Samsung’s intelligent agent Bixby, but it’s primed to put other better-known agents such as […]
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Another CMP Gets Swallowed Up (Percolate, By Seismic), And What It Means To You

Ryan Skinner November 6, 2019
Sales enablement automation (SEA) vendor Seismic announced its acquisition of content marketing platform (CMP) Percolate yesterday at its annual customer event, Seismic Shift. The San Diego-based unicorn adds 50 engineers to the business, increases its presence in New York City, and expands its footprints in Denver and San Francisco. The acquisition improves Seismic’s position with […]
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The Business Case For Modern Sales Enablement

Mary Shea November 6, 2019
In this video, I introduce my latest report, “Building The Business Case For A Modern Sales Enablement Toolset.” This research features a customizable financial analysis of the ROI of sales enablement technologies, co-created with Total Economic Impact™ consultant Dean Davison. For more on the topic, Forrester clients can view my research here.
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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RIP, RFP — This Is Not Your 1990s Vendor Selection Process

Elaine Hutton November 6, 2019
The demands of digital business and customer centricity are obsoleting the request for proposal (RFP) process. How should firms approach vendor selection instead?
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Focus HCM Investments On Two Key Overlooked Areas For Higher Business Value

Mark Brandau November 6, 2019
As Warren Buffett said, “Only when the tide goes out do you discover who’s been swimming naked.” Or, put another (potentially less embarrassing) way, you really don’t know the risks you’re taking until you’re tested by changing conditions. There’s a lot of hype in the human capital management (HCM) software market today, not to mention […]
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Understand The eSourcing Software Provider Landscape

Andrew Bartels November 5, 2019
Sourcing software helps firms create, organize, and manage sourcing events that will allow them to get the best deals on direct materials, indirect materials, and services. Generally, eSourcing software vendors fall into one of three market segments — source-to-contract suite vendors, eSourcing specialists, and industry/geographic sourcing platforms — and should be evaluated by their size, […]
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