Blog
Advanced Analytics: The Future Of CX Despite the recent challenges in overall experience quality seen in Forrester’s Customer Experience Index (CX Index™) benchmarks, customer experience (CX) remains a priority for many organizations. Unfortunately, these organizations have struggled to realize tangible benefits from their CX programs. In new research, we discuss key challenges CX programs face […]
Blog
Pet adoption is often a high point for many people when creating memories. Do you remember the excitement of bringing home your first pet? The joy of a new furry family member, however, comes with responsibility and preparation. You likely spent hours researching breeds, finding veterinarians, debating names, and preparing your home. Well, adopting an […]
Blog
Maximize loyalty program effectiveness with a balanced mix of transactional benefits that offer monetary value and nontransactional benefits that spark more emotional connections.
Blog
In the early days of the internet, job opportunities for “internet product managers” began to appear as companies recognized their need for this new technology. As the internet evolved, other roles such as “web product manager” or “digital product manager” became common. While these roles to some extent still exist, having internet experience is now […]
Blog
AI agents have a promising future as innovative coworkers, and their presence is already being felt despite the inflated hype and current limitations.
Blog
In this two-part blog series, Principal Analysts Anthony McPartlin and Seth Marrs debate the idea of AI agents as coworkers. Here, Anthony takes a skeptical perspective, while in his blog, Seth (ever the optimist) makes his case for a more positive view of AI agents. An ad campaign has been running on bus shelters across […]
Blog
The 2024 CrowdStrike software incident reinforced the importance of three key pillars for crisis communications. While CrowdStrike CEO George Kurtz issued a specific, fact-based statement within hours of learning that there was a major outage caused by a bad software update, he faced criticism for not immediately offering an apology. Crises are never convenient and […]
Blog
This week, Forrester published Introducing The B2B Sales Communications Rules Engine. This new model is designed to help revenue enablement teams better filter all the incoming requests, demands, and downright “noise” that well-meaning colleagues aim at sales and other customer-facing personas. Most sales-adjacent functions such as portfolio marketing and revenue operations, as well as supporting […]
Blog
Every time you turn around, it looks like someone is taking a shot at customer success (CS). Whether at last year’s SaaStr or elsewhere, more voices have been calling for new approaches to CS — ones that transform CS from cost center to tool for growth. While it’s still early to plan a funeral, CS […]
Blog
Learn how using an integrated campaign framework delivers greater efficiency and impact. And get a preview of how Workday used the Forrester Campaign Framework to improve and accelerate business outcomes.
Blog
Process is not merely a conduit for efficiency; it’s the backbone for converting strategy into results. Without a robust process in place, reaching your goals becomes almost impossible. Learn a four-step method to turning process into a powerful execution tool.
Blog
MITRE released its latest Enterprise MITRE ATT&CK Evaluations in December of 2024. At that time, we published a blog with a quick overview of the results. Today, we’re excited to announce that we have released three new pieces of research about this round of evaluations.
Blog
Fly, Eagles, fly! I normally prefer competitive Super Bowl games, but this Eagles fan was perfectly happy with a massacre this year. And also — there were ads!
Podcast
In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through their “CX Change Factory.” We discuss: How does E& identify and prioritize CX issues for resolution? What role does the “CX Change Factory” play in improving E&’s CX? […]
Blog
In today’s unstable market driven by shifting buyer expectations and AI disruption, strong processes are an organization’s lifeline, ensuring predictability, consistency, and scalability, yet many organizations overlook their importance. Investing in process improvement isn’t a nice-to-have — it’s essential. It boosts innovation, creates competitive differentiation, improves efficiency, cuts waste, and makes an organization agile.
Blog
Get a detailed look at the capabilities of Dynatrace's new Observability for Developers direct from the Dynatrace Perform event.
Blog
The infrastructure needed for inferencing with DeepSeek's R1 open-source AI model is far less than what its competitors use. Learn six ways this could benefit your organization's AI plans.
Blog
Despite persistent inflation and a cooling labor market, US tech spending is forecast to grow by 6.1% in the US in 2025 to reach a staggering $2.7 trillion. Find out what’s driving this growth and what tech leaders can expect in 2025.
Blog
In the last two years, growing concerns around the proliferation of and advances in deepfakes has raised concerns around their potential to impede adoption of facial and voice biometrics.
Blog
As spectators tuned in to Super Bowl LIX to indulge in American culture rife with consumerism, T. Swift, and rap feuds, the buzz was less around the game and more on determining who is pro football’s GOAT (greatest of all time).
