Featured Blogs

In the rapidly evolving landscape of software development, one month can be enough to create a trend that makes big waves. In fact, only a month ago, Andrej Karpathy, a former head of AI at Tesla and an ex-researcher at OpenAI, defined “vibe coding” in a social media post. This approach to software development uses […]

Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model.

In the ever-evolving landscape of artificial intelligence, businesses are moving beyond traditional AI agents toward something far more transformative: agentic AI. Standalone foundation models (with retrieval-augmented generation [RAG] added) can assist with summarization and question-and-answer tasks, but agentic AI systems can go much further: They can plan, decide, and act autonomously, orchestrating complex workflows with […]

We evaluated the Total Economic Impact™ of companies that simultaneously use two order management systems, and our research uncovered surprising findings.

Showcase your customer obsession journey and achievements with Forrester’s 2025 awards. Apply now for the chance to gain global recognition and exclusive perks while elevating your brand.

Technology leaders are more focused on technical debt today to ensure that they can fully leverage tomorrow’s emerging tech. Find out the questions that you should be asking to manage the technical debt in your organization.

Learn from our analysts as they unveil the CX metrics framework, a tool to build effective measurement strategies that drive tangible results.

IT management platforms are evolving from forms and workflow-driven systems into systems based on intelligent, interconnected knowledge graphs. Learn how and why in this post.

As technology leaders in the Australian federal government, you’re no strangers to the complexities and challenges of machinery-of-government (MoG) changes. These changes, akin to M&A in the private sector, involve restructuring agencies, merging departments, and redistributing functions to align with evolving mission priorities. But sentiment within the Australian public service (APS) towards MoG changes tends […]

Walgreens Boots Alliance (WBA) announced it will go private in a $10 billion deal with Sycamore Partners. It comes at a crucial time for Walgreens, which faces declining sales, profitability issues, and scrutiny for its role in the opioid crisis. The formation of WBA in 2014 was intended to deliver a wider range of products and services globally and become a leading player in the international healthcare retail industry.

Learn how a customer-obsessed mission engine can help public sector leaders achieve success by understanding their customers better and maximizing long-term value for them.

We shared some classical Greek imagery in our recent blog on the UK government’s recent swathe of AI announcements. This week, I’m more inspired by Ancient Rome to say “mala tempora currunt!” Last month, Apple decided to stop offering its Advanced Data Protection (ADP) feature to new customers in the UK, and customers who opted […]

Insurers collect a wealth of data, but only a few have found ways to harness its true potential. Most insurance business and technology leaders have very low confidence in their data assets’ ability to meet customer and competitive demands. Almost all incumbent insurance companies support disparate lines of business and individual parts of the value […]

Last week, password wallet vendor LastPass experienced an outage. All LastPass systems and services have since been restored and are up and running. It is worth noting that this is not the first incident involving password wallet products. Past incidents include: LastPass had an outage in 2024. PasswordState had a malicious DLL cause a breach […]

Application modernization remains a critical priority for enterprises as they continue their journey to the cloud and beyond. While the “lift and shift” era of cloud migration has ended, the modernization journey continues.

Let’s clean out old insights and create new ones. That’s why we just opened our annual Feedback Management And CX Measurement Practices Survey to you.

To prove that data investment should be a priority in your business, you need to adopt a rulebook that expands the definition of business value. Here's what to consider.

My new case study tells the story of how OMNIA Partners built OPUS by first studying its target market to come up with a unique solution. It illustrates the process of starting with the customer and working to the non-obvious solution.

This blog dives into the pitfalls of team reorganizations without a core purpose. Learn how to identify root causes and ensure that your reorganization efforts hit the mark.