Age of the Customer
Insights
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CX Is MIA In This Year’s PMA
The US President’s Management Agenda is an administration’s opportunity to lay out its vision for the government, but when it comes to CX, the latest PMA is more retrospective than visionary.
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Partner Ecosystem Excellence Requires A Strong Foundation
As partner ecosystems grow in complexity and strategic importance, leaders must invest in the foundational work that enables scale and agility. Learn about three cornerstones of partner ecosystem success.
What It Means: A Forrester Podcast
Forrester analysts provide their perspectives on the latest business and technology headlines.
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Trust: The Hard Currency Of B2B Partner Ecosystem Success
For business buyers, trust often determines purchase intent. For partner ecosystems, establishing trust fuels partner loyalty. Learn what it takes to build and sustain trust in these relationships.
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The ROI Of Finance Automation, Quantified
Finance automation is about more than productivity improvements. Learn about its benefits and why now is the time to put it into action.
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Preview: The State Of Streaming Services, US 2025
The streaming market is at a critical turning point. Get a sneak peek at three standout findings from our upcoming report exploring its current state.
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What We Saw At AWS re:Invent 2025
The goal of this year’s event was to position AWS as a newly transformed, AI-native cloud that’s ready right now. Here’s a closer look at the key announcements and developments.
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Top 10 Ways To Avoid Earning Coal In Your Stocking (For Commerce Search And Product Discovery)
Make sure you’re adding convenience and joy to your customers’ lives — not more holiday shopping stress. Read our advice for avoiding the e-commerce faux pas that can quickly sour customers’ experience on your site.
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Key Takeaways From The Forrester Wave™: Loyalty Platforms, Q4 2025
The latest edition of our loyalty platform vendor evaluation, “The Forrester Wave™: Loyalty Platforms, Q4 2025,” reveals how the loyalty platform market continues to evolve to meet the growing demand to profitably retain the best customers with personalization at every touchpoint, relevant engagements, and differentiated experiences.
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Netflix + Warner Bros. Benefits Consumers
With Paramount’s hostile takeover bid for Warner Bros. Discovery now joining Netflix’s previously announced definitive agreement to acquire Warner Bros., the streaming wars have spawned a real-life political drama of its own. Get a pulse check on consumer sentiment from Forrester's ConsumerVoices Market Research Online Community.
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Paramount’s Hostile Bid Turns Streaming Into A Political Drama
Will Paramount’s hostile bid for WBD trump Netflix’s acquisition plans? The streaming wars just got more political.
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Netflix To Acquire Warner Bros.: Questions Abound
The biggest of which is: Will the deal actually go through? We look at the potential regulatory hurdles and what the deal would mean in the larger media industry context.
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Creator Strategy Is A Core Strategy This Season
Social media’s influence is stronger than ever. Brands that want to resonate with younger audiences must put creator strategy front and center.
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Introducing The New Customer Feedback Management And Analytics Solutions Market Category
If you’ve talked to Forrester about customer feedback management (CFM) solutions in the past year or so, it’s likely you got a two-for-one deal. Boris Evelson and I have increasingly found ourselves co-advising both buyers and vendors about how customer experience (CX) leaders can more effectively analyze customer feedback from a variety of channels. Advanced […]
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Forrester’s Evaluative Research: A Matter Of Trust
Our evaluative research — just like our business — is built on integrity, honesty, fairness, and the courage to tell it how it is. Our methodologies are unbiased, transparent, and publicly available, ensuring consistent quality across markets and technologies.
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Announcing Our Evaluation Of The Agent Control Plane Market
The choice of agentic AI technology for enterprise leaders is best understood as an ecosystem of tech vendors that align with three functional planes, based on the need to: 1) build agents; 2) embed them into business workflows; and 3) manage and govern them at scale. These needs represent functional planes rather than strict layers […]
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Bolster Your B2C Marketing Operations Function With This Step-By-Step Blueprint
As consumer marketing grows more complex in the age of AI, B2C marketing operations must evolve to provide structure, efficiency, and governance. Our new initiative blueprint offers a step‑by‑step framework to help marketing leaders establish purpose, define remit, and leverage technology to strengthen their operations function.
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Black Friday And Cyber Monday: Spending Breaks Records And Exceeds Expectations
Tap into the insights from Forrester’s annual review of 116 brands during 2025’s record-breaking Black Friday and Cyber Monday sales.
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Introducing Forrester’s ServiceNow Services Landscape: Partner Selection Becomes More Complex With Enterprise Workflows And Agentic Transformation
It used to be that you could think of ServiceNow services almost exclusively in the context of IT service management (ITSM) implementations, but the ServiceNow services market has decisively moved beyond those traditional confines.
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The Real Deal: A Black Friday-Inspired RFP Template For Vetting AI SaaS Vendors
For those of us of a certain generation, “Black Friday” invokes memories of the Cabbage Patch Kid riots of 1983.
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