Ted Schadler

Vice President, Principal Analyst

Forrester Bio

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Differentiate Your Brand With An Experience Architecture

Ted Schadler May 1, 2019
“When everyone is super, no one will be.” Little did “The Incredibles” villain Syndrome know that he was predicting the challenge of both digital experiences and customer experience itself. (Those scores are flat or down over the last three years.) Sure, your coffee app and online retail store work great. Check. Your banking site takes […]
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Assessing Your Digital Maturity — What Does Excellence Look Like?

Ted Schadler April 17, 2019
Wall Street loves a digital business. These technology-driven innovators, which put customer acquisition, retention, and experience at the center, have a different way of looking at the world. They are rewarded with growth and investment. And it’s not just digital natives. Digitally advanced incumbents, firms such as Accenture, Capital One, Microsoft, and Philips, also see […]
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Vital Partnership Or Unholy Alliance? Decoding The Software/Service Provider Relationship

Ted Schadler April 5, 2019
To create powerful digital experiences, you need software and service providers in your corner. Our research shows how to best vet your vendors.
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Join The Progressive Web App Movement

Ted Schadler February 12, 2019
Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it’s time to join organizations such as eBay, Financial Times, Flipkart, Starbucks, and West Elm in the movement to build progressive web apps that combine the discoverability and reach of the web with the experience and engagement of an app. As a […]
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Mapping: The Power Hidden In Plain Sight

Ted Schadler December 4, 2018
I’ll bet you know that Google is reinventing mapping from the ground up, swinging for the stars with layers of data, intelligence, and real-time insight. But I bet you didn’t know that there’s a US three-letter agency dedicated to maps . . . or that we’ve already identified 109 mapmakers and vendors of one kind […]
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VIDEO

Midsize Digital Agencies Lead To Experience Success

Ted Schadler November 16, 2018
We recently evaluated 12 midsize digital experience agencies in “The Forrester Wave™: Midsize Digital Experience Agencies, Q4 2018.” While nobody likes the word “midsize,” we all should pause and consider why a smaller agency can often be the best fit. In the 36 customer reference calls, we heard over and over again that these smaller […]
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Midsize Digital Agencies = Experience Success

Ted Schadler November 6, 2018
Our “The Forrester Wave™: Midsize Digital Experience Agencies, Q4 2018” evaluation came out today. While nobody likes the word “midsize,” we all should pause and consider why bigger doesn’t always mean better. In 36 customer reference calls for 12 experience agencies, we heard over and over again that these smaller specialists — 500 to 2,700 dedicated digital […]
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It’s Digital Go Time: The Six Vectors Of Investment

Ted Schadler September 17, 2018
It’s been 30 years since the internet made customer self-service and automation the watchwords of business. But most of you are still in the starting gates of digital transformation. Only 15% of companies have kicked it into digital high gear. And even these advanced incumbents fall way behind digital pure plays in harnessing the full power […]
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Can Creative Entrepreneurialism Save The Agency Business Model?

Ted Schadler August 15, 2018
Jay Pattisall, Keith Johnston, and I have been probing the reasons behind the financial woes of agency holding companies such as MDC Partners, Publicis Groupe, and WPP. What’s going on? Why is the agency holding company business model struggling while consultancies like Accenture and Deloitte see their experience agency revenues soar? What has changed? It would […]
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Make Startup Acquisitions Part Of Your Digital Business Growth Strategy

Ted Schadler July 31, 2018
Since 2007, the startup landscape has exploded as investors have funded 10,187 startups in categories as diverse as insurance, artificial intelligence, and healthcare (see below figures). Investments in emerging technology startups have never been higher, which means the raw materials of technology-based innovation have never been more abundant. Acquisitions are also on a tear, and not […]
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A Digital Experience Agency By Any Other Name Would Smell As Sweet

Ted Schadler July 26, 2018
With apologies to Juliet and to Will, let me ask, “What’s in a name? that which we call a rose by any other name would smell as sweet . . . ” Romeo And Juliet (II, ii, ll. 46–47) Juliet meant that it didn’t matter that Romeo was from a family enemy, the Montagues; she […]
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Platform Economy Myth #4: If You Build A Platform, Developers And Customers Will Come

Ted Schadler June 12, 2018
We’ve been analyzing the sacred myths of the platform economy and revealing the real practices that platform businesses have mastered. This is work from our report, “Earn Your Place In The Platform Economy.” Myth #4: If you build a platform, developers and customers will come. Reality: Every day, you must earn the trust and investment of customers and […]
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Civilizing AI: How About Speed Limits On Self-Driving Cars?

Ted Schadler June 11, 2018
Question: How can we harness the power of artificial intelligence while preserving civilization? Answer: We must civilize AI. Here’s an example. The National Transportation Safety Board’s (NTSB) investigation into the Tesla crash in Florida revealed that the driver had set the speed limit for 75 miles per hour. The speed limit in that part of […]
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Platform Economy Myth #3: Platform Economies Are Always Winner-Takes-All

Ted Schadler June 5, 2018
We’ve been analyzing the sacred myths of the platform economy and revealing the real practices that platform businesses have mastered. This is work from our report, “Earn Your Place In The Platform Economy.” Myth #3: Platform economies are always winner-takes-all. Reality: In most industries, platform businesses will fight for share in different parts of the value chain: distribution, […]
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Platform Economy Myth #2: There Are Only Two Or Three Platform Business Models

Ted Schadler May 29, 2018
We’ve been analyzing the sacred myths of the platform economy and revealing the real practices that platform businesses have mastered. This is work from our report, “Earn Your Place In The Platform Economy.” Myth #2: There are only two or three platform business models. Reality: There are as many platform business models as there are actual business […]
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Dear Journalists: Please Stop Calling Media Companies "Big Tech"

Ted Schadler May 29, 2018
(I drafted this in November 2017, as you can see from the links, but never published it. Shame on me. I should have then and am now. Join columnist Adam Lashinsky at Fortune, who committed in February to calling Facebook a publisher.) November 6, 2017 I’m tired of Business Insider, The New York Times, The […]
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Dear Journalists: Please Stop Calling Media Companies “Big Tech”

Ted Schadler May 29, 2018
(I drafted this in November 2017, as you can see from the links, but never published it. Shame on me. I should have then and am now. Join columnist Adam Lashinsky at Fortune, who committed in February to calling Facebook a publisher.) November 6, 2017 I’m tired of Business Insider, The New York Times, The […]
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Platform Economy Myth #1: Every Platform Business Is A Marketplace

Ted Schadler May 22, 2018
Over the next few weeks, we’ll analyze the sacred myths of the platform economy and reveal the real practices that platform businesses have mastered. This is work from our report, “Earn Your Place In The Platform Economy.” Myth #1: Every platform business is a marketplace. Reality: Every platform business starts with a killer app for […]
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The Sacred Myths Of The Platform Economy

Ted Schadler May 16, 2018
How do you “Earn Your Place In The Platform Economy?” The short answer is: Start with a real customer problem, not ecosystem envy. Forget everything you know about platform businesses . . . most of it is a myth. And it’s a terrible recipe for building one. Myth #1: Every platform business is a marketplace. Reality: Every platform […]
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Map Your Way To Digital Technology Mastery

Ted Schadler May 11, 2018
Forrester defines digital transformation as harnessing digital assets to continually improve customer outcomes while increasing operational agility. Digital transformation is a state of being; it’s not something with definitive beginning and ending points, but a constant state of motion. And building a technology road map for digital transformation presents greater difficulty than it might seem […]
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