Nigel Fenwick

Vice President, Principal Analyst

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Predictions 2017: CEOs Invest Billions To Transform Operations With Digital Tech

Nigel Fenwick November 1, 2016

You’ve been creating digital customer experiences for years now. You’ve built a successful app. You’ve assembled a martech/adtech stack. You may even have started swinging at omnichannel delivery or harnessed AI or piloted a connected product. So it’s time to declare victory on digital transformation, right? Think again. Digital customer experiences are only the shining […]

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The No. 1 Barrier To Effective Digital Transformation

Nigel Fenwick October 7, 2016

In a recent post, I wrote about how digital experiences shape customer perceptions of value. But it's easy to forget that your organization's culture also shapes your customer's perception of value. Earlier this week, I was moderating a panel on digital transformation at a Software AG event in New York. In opening the event, Kevin […]

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How To Unlock Tech Industry Digital Transformation

Nigel Fenwick September 26, 2016

It’s no surprise that tech companies are vested in the digital transformation of their customers. But many tech companies find it difficult to leave their product-centric models behind and focus on customer outcomes. That’s just one of the findings from the research published on digital transformation in the tech sector. True customer obsession demands an […]

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BMC Wants A Greater Share Of The Digital Economy

Nigel Fenwick September 13, 2016

Last week I attended BMC's Engage event, an analyst forum in Vegas, as a guest of BMC. Like every other technology vendor, BMC would like a greater share of the emerging digital economy. With more and more businesses moving to the public cloud, I have no doubt in my mind that the on-prem data center […]

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How To Solve The Digital Dilemma

Nigel Fenwick August 26, 2016

There’s a fundamental difference between companies that apply digital technology as a bolt-on (frequently adding an eCommerce site, social media, or customer mobile apps) and those that take a more holistic approach to transforming the way the company uses technology to deliver better customer outcomes and drive revenue. Transformers are more likely to succeed because […]

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One Million Thanks!

Nigel Fenwick June 10, 2016

Thank you for your support! I’m delighted to see this blog has officially had over one million views, making this one of the most read blogs at Forrester! I truly appreciate all the support of you, my readers, in helping share this content with your peers. So thank you a million times. Here is a […]

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The 2016 Guide To Digital Predators, Transformers, and Dinosaurs

Nigel Fenwick May 10, 2016

By 2020, every company that exists today will have become a digital predator or digital prey. This isn't news to you if you follow my research or blog posts. In fact I've been saying that since 2014. But why is it that some companies seem to understand digital business more than others? Is their a […]

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Digital Transformation 2016 Infographic

Nigel Fenwick May 9, 2016

They say a picture is worth a 1000 words …. so our graphics designers and my wonderful research associate, Rachael Klehm, created this infographic to highlight a few of the data points from the Digital Transformation Playbook and the Forrester / Odgers Berndtson Digital Business research study. The challenge most companies still have is their […]

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Digital's Golden Rule: Always Save Your Customer’s Time

Nigel Fenwick April 27, 2016

Digital lessons from a recent hotel experience. I’m sitting here in my hotel room writing this and watching the in-room dining web page on my phone fail. It’s apparently given up the ghost and is caught in a perpetual loop. It’s the first time I tried using this particular hotel chain’s mobile website. The “Room […]

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Envision 2016: Microsoft Pushes Beyond IT

Nigel Fenwick April 7, 2016

This week in New Orleans, Microsoft launched it’s first conference aimed squarely at business leaders as the company looks to move beyond the department of the CIO. Envision 2016 replaces Microsoft’s previous Convergence conference and comes on the heels of “Build2016” the previous week. As a guest of Microsoft, I had two reasons to attend Envision: First, […]

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Digitizing The Car: Why Auto-Makers Are On The Wrong Track

Nigel Fenwick April 2, 2016

I’m a bit of a car nut. I love driving cars. So does my wife. We both autocross one of our cars most weekends in the New England summers (FYI AutoX is a great way to hone your driving skills and be a safer driver). We love our cars and I’m pretty passionate about the […]

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Digital Innovation Labs For Customers: Do They Inspire?

Nigel Fenwick March 23, 2016

Many technology vendors tell me they have established digital innovation labs as a place to bring customers and inspire them. So I was wondering, have you and your leadership team visited such a lab? If so, I’d like to hear from you: What did you like? What didn’t work so well? Were any of your […]

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Microsoft And Lowe's Announce Augmented Reality Is Coming To Stores

Nigel Fenwick March 18, 2016

If you’re one of my regular readers, you may remember a post from August 2015 – “The Future Of Retail Is Digital” – in which I highlight key findings from a report on the future of retail experience. One recommendation was that retailers should begin to experiment with augmented and virtual reality technology early, so […]

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The Digital Transformation Playbook

Nigel Fenwick February 23, 2016

As regular followers of my blog know, I’ve been covering digital business transformation since 2012 – before “digital” became the be-all and end-all term of technology marketers. (Have you noticed how every tech vendor is now an expert in digital business?). At the end of 2012 I penned a post predicting 2013 would be the […]

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Welcome To The Age Of Innovation - Perspectives On CES 2016

Nigel Fenwick January 12, 2016

Presenting and hosting a panel on digital transformation at this year's CES gave me the opportunity to wander the 2 million square feet of exhibit space and assimilate some of the changes coming our way: Welcome To The Age Of Invention. For me, the most exciting aspect of CES is the sheer volume of innovative, […]

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Unleash Your Digital Predator

Nigel Fenwick December 9, 2015

Your customers' digital experiences with other suppliers already shape their perceptions of value. Today, your customer assess the value of your services based in part on your ability to integrate into their digital world. The future belongs to companies able to harness digital to create new sources of customer value – these companies are destined […]

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The State Of Digital Business 2016 To 2020

Nigel Fenwick December 8, 2015

In the first in a series of reports examining the results of our latest survey on digital business, conducted in partnership with Odgers Berndtson, I look at executive perception of the impact of digital on their business. It turns out executives are hugely optimistic about how digital will change their business. Forty-six percent of executives […]

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Microsoft PowerApps Aim To Unlock Employee Innovation

Nigel Fenwick December 2, 2015

Microsoft launched "PowerApps" this week. The idea is simple: provide an easy to use toolkit that empowers employees (and tech management pros) to build their own mobile/desktop apps on top of existing data sources such as systems of record and even Excel spreadsheets, and do it as easily as they build PowerPoint decks today. Announcing […]

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Predictions 2016: Welcome To The Digital Savvy, Customer Obsessed CIO

Nigel Fenwick November 11, 2015

It’s that time of year! The time when every prognosticator comes up with their predictions for the next year. And this year my colleague Pascal and I took the lead in developing our 2016 predictions for the CIO role. Rather than call out banal and obvious trends I wanted to make a stronger call on the CIO […]

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The Future Of Retail Is Digital

Nigel Fenwick August 26, 2015

Retail CIOs have always had a tough job, but digital makes it tougher. Emerging digital technologies threaten to transform retail experiences both in stores and at home. Without a good business case, CIOs at large retailers will find it hard to prepare their business to compete with small, nimble startups. My latest report highlights the […]

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