Blog
To Thrive Through Volatility, Master These Three Areas
There’s no end in sight for the current disruption, but making the right strategic moves will help you come out ahead.
Blog
SLED CIOs: Brace For DOGE Impact
State CIOs now stand at a critical junction — caught between the promise of streamlined, citizen-centric government and the peril of hollowed-out public institutions dressed in the language of reform. Your next move determines whether your DOGE effort becomes a blueprint for smart reform — or a cautionary tale.
Podcast
Google’s Monopolies, Microsoft’s AI Agents, Intel’s Latest Deal
In this episode, we look at a major legal ruling that could shake up the adtech market, some new capabilities to make AI agents even smarter, and a tech industry deal that could breathe new life into a struggling giant.
Scale Your AI Strategy To Maximize ROI
Unlock the blueprint for AI success. Discover how to align strategy, prioritize impactful use cases, and close the talent gap — everything you need to expedite ROI and achieve tangible success through AI.
Blog
The Future Of Digital Experiences: A Human-Centered, Empowering Journey
Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.
Blog
To DOGE Or Not To DOGE — Tesla Hits A Roadblock
Tesla’s blazing-hot growth trajectory has come to a screeching halt. These three areas will indicate whether or not it regains its momentum.
Blog
The Verdict Is In: It’s Buying Groups For The Win
MQLs are a barrier to your organization’s progress. Discover how you can begin your shift to buying groups with just three steps.
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Blog
Maximizing Financial Services CRM Value: Strategic Alignment and AI Adoption
A modern CRM is core to connecting organizational silos to drive customer and business value. And now CRMs are integrating AI, and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes modern CRM an indispensable tool for financial services firms aiming to enhance customer experience, streamline operations, and drive […]
Blog
The End Of Sales Force Automation As A Tech Category
The range of capabilities captured under the umbrella term “sales force automation” has become vast. Learn how to distribute SFA platforms into categories to properly evaluate their capabilities and determine the best sales tech stack for your organization.
Blog
Power Growth With Your Total Experience
When companies improve both brand equity and CX in tandem, there is a significant revenue uplift. Learn more at CX Summit EMEA June 2–4, 2025, in London.
Blog
Three Signs We’re In A Consumer Spend Slowdown
Though consumer behavior often lags behind sentiment, there are already indicators that they're pulling back on spending.
Blog
Navigating Tariff Uncertainty: A Looming Threat To IT Services And Their Customers
The element of surprise has been a characteristic of the Trump administration’s approach to tariff negotiations and this week’s announcement that US GDP was down 0.3% for the first quarter indicates that some imbalances are already developing as a result. Learn five ways this uncertainty will impact the IT services market.
Blog
Innovation In A Time Of Crisis: US Federal Edition
The AI gold rush continues into 2025 despite economic volatility. But this isn’t a race; the winner isn’t necessarily the first there. You do need to run the race to have a chance, however.
Blog
Les indicateurs CX isolés vous ralentissent — Passez à l’action lors du CX Summit EMEA
Trop d'entreprises investissent dans l'expérience client (CX) pour améliorer ce que leurs clients disent de leurs expériences, plutôt que pour améliorer réellement ces expériences. Au Summit CX EMEA 2025, découvrez comment créer des expériences meilleures et plus significatives qui favorisent la fidélité et la croissance.
Blog
Firing On All Cylinders: Turning Product Launches From A Whimper To A Bang
At Forrester, we frequently hear from clients struggling with product launches. Common issues include an overwhelming volume of minor launches that fail to make an impact, marketing teams receiving last-minute notifications about launches, or a lack of innovation — often relying on recycled spreadsheets from previous launches.
Blog
Featured CX Executive: Brad Smith, Enterprise Insights & CX Leader At Securian Financial
We’re four months into 2025, and there has been no shortage of volatility to challenge even the most seasoned CX executives. To stay on course, we recommend keeping a ruthless focus on customers while also balancing disciplined spending, change leadership, and risk management.
Blog
US Economic Outlook By GDP Components, Q2 2025
Economists expect inflation to rise again as the cost of imported goods increases and retailers pass these costs on to consumers. Here, we look at the current US GDP outlook for 2025 according to key growth indicators.
Blog
You Can’t Handle The (Consumer Personalization) Truth!
Covering the incredibly broad topic of consumer personalization means encountering a hodgepodge of client questions and terminology. In our new report The Truth About Consumer Personalization, we examine three common assumptions about personalization and convert them into three realities.
Blog
Measuring What Matters: Answering Key Questions From Our Webinar
We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.
Blog
Agentic AI Strengthens Digital Adoption Platform Offerings
Digital adoption platform (DAP) providers have always been at the forefront of integrating automation into workflows, so integrating agentic AI is a logical next step. Learn the agentic AI use cases that DAP vendors are exploring to further boost performance.
Podcast
402: Develop Your CX Leadership
You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.
Webinar
Leading Through Volatility: Security And Risk Expert Panel
Master security risk management during volatility. Watch this webinar to explore the actions you can take to regain security control.
Webinar
Leading Through Volatility: B2B Marketing, Sales, And Product Expert Panel
Shifting buyer behaviors, global turbulence, and tech disruptions are changing go-to-market strategies. Watch this webinar to learn how to focus on stable markets, reduce costs, and adapt to customer needs. See how smart planning can help your marketing team thrive in uncertain times.
Blog
Guide Your Digital Experience Strategy With Forrester’s Digital Connections Tracker And Moments Map
We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?”
Blog
Key Questions Dominating The Innovation Agenda
While we receive many client inquiries on best practices for innovation management, there have been four recurring categories of inquiries lately that dominate our client conversations.
Blog
Supply Chain Mastery Delivers Superior Earnings
Over the weekend, I’ve been taking a break from research and reading someone else’s for a change. I came across the 2025 Supply Chain Earnings Impact Report.
Blog
Seven Insights From Our Postsale Strategy Workshop At B2B Summit
A hands-on exercise with workshop participants at B2B Summit North America revealed interesting learnings for customer engagement leaders and teams.
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