Featured Blogs

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics.

Litigation has become the default method for companies to resolve disagreements, force accountability, and establish recourse for everything from breach-related failures to contractual disagreements. A recent lawsuit filed by VMware (now owned by Broadcom) against their customer, AG Siemens’s US operations, for alleged use of unlicensed software is not unique, and should serve as a […]

Prioritize Foundational Elements Over Decorative Accessories Our springtime urge to clean, redecorate, and renovate has a biological explanation.  Turns out that spring’s increased hours of daylight lower our bodies production of melatonin (the hormone that makes you sleepy), which leads to regained energy and inspiration to clean our living environments.  For security and risk pros, […]

Over the past two weeks, we attended back-to-back CX events: first, Qualtrics’ X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both Leaders in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprisewide CX programs as well as digital, contact center, and location-based operations leaders. Despite the similarities in […]

Each vendor in the CRM wave offers unique capabilities. Some vendors are better positioned to incorporate AI that will transform this market. Find out more in this preview of our latest wave.

At a time of high volatility, financial services brands should focus on removing customer stress and offering benefits, not finding ways to sell more to struggling customers. Get four tips on how to do that in this post.

About seven years ago, I was on an initiative to explore low-code. When I saw Salesforce’s low-code product in demos, my impression was that the product was only suitable for buyers with a strong Salesforce CRM focus — a feeder to drive more revenue into Salesforce’s flagship product. When Salesforce acquired MuleSoft, many worried that […]

Software that is not written with the needs of people with visual, auditory, motor, and cognitive disabilities in mind blocks potential and current customers from using your products and services. Imagine what you would do to get 1.3 billion more customers.

The speed, depth, and widespread nature of current change in the US government is dramatic, but as a leader in this space, you are uniquely challenged at this moment to help your people stay engaged in delivering great outcomes while under significant mental stress.

The opportunities are vast for both digital asset management (DAM) vendors and users. Learn six capabilities that are increasing their fidelity and will likely have a big impact on the future of digital experiences.

Translytical databases are emerging as a critical solution to support AI-driven applications. Learn three key advantages that translytical databases provide for advanced AI-driven use cases.

Every customer journey can create or destroy value — both for your customers and your firm. At CX Summit EMEA, learn how to measure customer journeys and optimize their value.

The architecture of your e-commerce ecosystem could decide your B2B organization’s success. Get tips on how to optimize it in this preview of a new report.

What does it mean to be the human in the loop for your AI strategy? Find out how improving your data and AI literacy can make you a more valuable worker in the age of AI.

CRM software has become overengineered, and complexity is killing its value, but AI has the potential to simplify CRM.

We are seeing the reemergence of continuous learning and improvement at enterprise scale but, this time, fueled by AI, operationalized through agents, structured in graphs, and enriched with live telemetry. Find out more about this transformation and what its implications will be for the enterprise.

In 2025, European technology spending will see a significant uptick of 5% to reach a monumental €1.4 trillion. Find out which sectors and categories will drive the growth in this preview of our annual European tech market forecast.

B2B marketers overwhelmingly agree that their buyers and customers expect experiences relevant to their needs and preferences. Yet they struggle to define and deploy an audience-centric approach to B2B personalization that extends throughout the customer lifecycle.

With the average cost of a data breach at $2.7 million and 33% of enterprises reporting being breached three or more times over the past 12 months, understanding and learning from past incidents is not just beneficial — it’s essential.