Age of the Customer
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Telstra Accelerates its AI Journey
Artificial intelligence announcements have become almost daily occurrences. Yet, Telstra’s recent joint venture with Accenture stands out as particularly noteworthy. This partnership signals a significant shift in how large enterprises are approaching AI adoption to create an AI advantage. Telstra understands that the only path to sustainable business advantage using AI lies in capturing and […]
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New Contract, Who Dis? Why B2B Personalization Drops Off After The Sale, And How To Fix It
Personalization can take many forms, including delivering relevant, customized content, driving segmentation, and drawing on persona, role, geographical, and behavioral information to create great customer interactions. B2B firms should spend more time personalizing postsale customer engagement.
What It Means: A Forrester Podcast
Join us as we explore the latest market dynamics impacting executives and their customers.
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Order Management Systems And A Story Of Augmented Evolution
Digital businesses selecting replacement order management systems — or adding pieces on top of their existing one — have a lot of new decisions to make. Get some key insights on the latest solutions in this preview of our new Wave evaluation of the OMS market.
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Introducing The Forrester IT Management Systems Architecture
Learn how Forrester's new IT Management Systems Architecture can improve your IT management capabilities by identifying key integration areas and systems redundancy.
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Is A $7 Million Super Bowl Ad Worth It? Probably Not
A 30-second spot at this year’s Super Bowl will set you back a cool 7 million bucks. And even if you wanted one of those spots, you can’t have it — they’ve been gone for a while. That must mean these ads are like the proverbial goose laying golden eggs, right? Wrong! Find out more in this analysis of Super Bowl ad spending trends.
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Introducing Forrester’s Brand Experience Index — Drive Growth With Both Brand And Customer Experience
Enhancing brand and customer experience in tandem has a multiplicative revenue impact. Learn about our new approach for measuring and analyzing the two — and how it can point you toward avenues for growth.
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A Quick And Dirty Guide To Cryptocurrencies, Stablecoins, And CBDCs
With a more crypto-friendly administration preparing to take office, we break down the key terms associated with cryptoassets.
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Announcing The Forrester Wave™: Modern Application Development Services, Q1 2025
MAD Services Deliver Cool New Products While Transforming Your Development Capabilities Modern application development (MAD) services represent the next wave in custom application development services. Emerging from the convergence of current and past services such as application development management services (ADMS), digital transformation services (DTS), digital product engineering services (DPES), and broader application modernization services […]
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Google Pressures Microsoft 365 By Adding Gemini To Workspace For (Mostly) Free
Today, Google announced that it will include “the best of Google AI” in its Workspace Business and Workspace Enterprise plans, without the need to purchase an add-on. Will this make Workspace more competitive against Microsoft 365?
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LA Wildfires Will Exacerbate California’s Insurance Crisis
The wildfires in Los Angeles have torn through roughly 30,000 acres so far, devastating multiple communities. This inferno is the most destructive natural disaster in LA County’s history.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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It’s 2025: Is NVIDIA’s Cosmos The Missing Piece For Widespread Robot Adoption?
The question has been the subject of debate here at Forrester. Here, we break down the impacts of the announcement.
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A TikTok Ban Is More Likely, But It Might Not Go Dark
The US Supreme Court seems to be leaning toward upholding the law to require TikTok’s divestiture or have it face a ban, but this doesn’t mean that we’re at the end of the road.
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Modernize Marketing With CRM Marketing Services
From marketing service provider to CRM marketing services ... what’s in a name? An evolution and some confusion.
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How Nationwide Building Society Upgraded Its Marketing Mix Model
Learn how a new marketing operations team made marketing mix modeling a well-oiled machine in this case study overview.
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Improving CX Can Drive More Than One Billion Dollars In Revenue
Each year, we calculate how much business growth improving Forrester’s Customer Experience Index (CX Index™) by one point drives. For 2024, we published the results in the report, How Customer Experience Drives Business Growth, 2024. The report includes the dollar upside of improving CX Index by one point for 12 industries: airlines, luxury auto manufacturers, […]
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Energize Your Journey Portfolio: Optimize Journey Value For Customers And The Business
Do You Know What Your Energy Takers And Energy Givers Are? Knowing what your energy takers and energy givers are is an important step in managing your personal energy and productivity. Energy takers are too much screen time, overthinking, clutter and mess, dehydration, sitting for too long, and setting unrealistic goals. Energy givers are sunlight, […]
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NPS: Most Industries Should Focus On Eliminating Detractors To Boost Growth
Are you a customer experience (CX) leader at a company using Net Promoter Score℠ (NPS)? Then you must be the most knowledgeable person on exactly how a change in NPS affects your organization’s key business metrics. Only then can you answer these critical questions: Where should you focus? Will you focus on CX improvements that […]
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Getting Smart On Content Intelligence
Content intelligence provides a data-based framework for marketers to harness predictive and generative AI to uncover buying signals and exchange value with buyers and customers through the differentiated experiences they demand.
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Prepare For Geopolitics To Impact Your European Nearshore Strategies
Given the uncertain geopolitical times we are in, adapting your sourcing strategies by revisiting location strategies is more important than ever. Get some practical tips on how technology decision-makers can adapt their nearshore location strategies to meet the new realities.
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