Brandon Purcell

Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.

While traditional, opinion-based forecasting often misses the mark, AI holds great promise for sharpening B2B sales forecasting. Learn how at this year's B2B Summit.

In 2020, one message in the AI market came through loud and clear: AI’s got some explaining to do! Explainable AI (XAI) has long been a fringe discipline in the broader world of AI and machine learning. It exists because many machine-learning models are either opaque or so convoluted that they defy human understanding. But […]

What exactly is an "insight"? Analyst Brandon Purcell previews Forrester's new Periodic Table of Insights which will be unveiled at the upcoming Data Strategy & Insights live virtual event.

What are the most common issues resulting from AI? Analyst Brandon Purcell reviews the most recent legal issues stemming from AI and provide guidance on how to address them.

A Flash-Point Week For Facial Recognition Last week, IBM, Amazon, and Microsoft came out and made some big announcements on how they intend to halt or ban the use of facial recognition technology for law enforcement. At a time when privacy and civil rights dominate the zeitgeist, these values-based decisions will force much-needed dialogue on the ethics of facial recognition […]

Our analysts address the five most pressing questions in the facial recognition debate.

At CX North America, you'll learn how to interpret and implement ethical AI principles across your organization to protect your customers, business, and brand.

From tech vendors to governments to industry consortia to the Vatican, it seems that every day a new entity is announcing its set of AI principles — broad guidelines for how AI systems should be responsibly developed, trained, tested, and deployed. On the surface, this is great news, as it demonstrates an awareness of the fact […]

Marketers, we have a personalization problem. No, it’s not your vision — most of you aspire to deliver more anticipatory and individualized experiences — it’s your execution. Across industries, marketers struggle to create memorable, or even useful, moments with their customers. For example, only 5% of US consumers say that email offers are well timed […]

Well, sort of. It actually depends on what type of segmentation you’re interested in, which of course depends on what you plan to do with your segmentation. (Segmentation is not an end in itself but a possible means to an end.) My new report, “The Best Of Times And The Worst Of Times For Segmentation,” […]

What should our omnichannel scorecard look like? What key metrics should be included? What metrics are we missing? These are some of the questions I often get from retailers. Retail performance dashboards will most certainly include touchpoint-focused, point-in-time metrics such as online conversion rates. These are valuable measures, but conversion rates alone do not give […]

This week, YouTube turned to Facebook and said, “Hold my beer.” Yesterday, after intense pressure, the platform decided to demonetize channels that promote hate speech and discrimination. And in a terrifying story on Monday, The New York Times reported that YouTube’s recommendation engine surfaces videos of partially clothed children to viewers who’ve watched similar videos […]

As companies strive to improve customer experience through better customer and employee engagement, they inevitably face the problem of scalability. How can we provide a seamless, convenient, and consistent experience to all our customers? And how can we best equip our employees to do so, as well? The technologies in our recently published “The Forrester […]

With millions of rabid fans tuning in and turning out to watch these spectacles unfold in real time, customer insights pros are met with a tremendous opportunity to create meaningful moments of engagement for their fans using data and analytics.

In the world of customer analytics, soaring solos only get you so far. Delivering harmonious customer experiences across the customer life cycle requires careful collaboration across different business functions.

Today, the U.S. Department of Housing and Urban Development announced it is suing Facebook for violating the Fair Housing Act. It accuses the tech giant of “encouraging, enabling, and causing housing discrimination” by allowing advertisers to block real estate ads from race, religion, country of birth, and other protected characteristics. Advertisers could effectively red-line by […]

Sports: the games we know and love. We love to play and watch these games so much, in fact, that in the US, there are only two days during the year when the four major pro sports leagues aren’t playing a game (i.e., MLB, NBA, NFL, and NHL).[i] One of the most anticipated games in […]