Age of the Customer

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Six Ways That Prime Fuels Amazon’s Retail Growth

Jitender Miglani 16 hours ago
Forrester’s Jitender Miglani outlines the six investments that Amazon is making to enhance its retail offerings.
Blog

US Banks’ Total Experience: Brand Promises Fall Short, And CX Is Declining

Alyson Clarke 22 hours ago
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score rankings for 25 US banks reveal that banks’ brand promises aren’t resonating and that CX has declined. So what’s going wrong, and which banks are getting it right? What Is Forrester’s […]

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The Future Of Healthcare Is In The Cloud

Tracy Woo 22 hours ago
Cloud is transforming healthcare by enabling smarter, faster, and more secure care delivery — but challenges such as security, interoperability, and clinician burnout still demand bold innovation.
Blog

US Health Insurers’ Total Experience Fails To Impress

Judy Weader 1 day ago
Before diving into the highlights of this year’s study, The US Health Insurers Experience Metrics Rankings, 2025, let’s first set some context. Since 2016, Forrester has been tracking the quality of brands’ customer experience (CX), using the Customer Experience Index (CX Index™), which links customers’ perceptions of CX quality to loyalty. This year, we are […]
Blog

AI Race: Can Huawei Close The AI Gap?

Naveen Chhabra 1 day ago
Huawei Just Raised The Stakes For those just tuning in, NVIDIA has been driving much of the AI infrastructure conversation. Huawei has been, not so loudly, building its own AI stack, right from the silicon to systems to AI models. CloudMatrix ups Huawei’s play in the market considerably. The CloudMatrix-Infer system is no ordinary cluster. […]
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Customer Experience Quality In The US Falls To An(other) All-Time Low

Pete Jacques 1 day ago
While persistent challenges plague CX in North America, EMEA offered some bright spots. Learn about this year’s Customer Experience Index (CX Index™) scores and the lessons they hold for brands.
Blog

Telecom Costs Are Creeping Up — Here’s How To Push Back

Octavio Garcia Granados 2 days ago
Despite years of investment in optimization tools and network modernization, many firms are still seeing their telecom bills rise. Find out what's behind this uptick and how to manage it in this preview of a new report.
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AI, Assistants, And Analytics: What Stood Out At Cvent CONNECT 2025

Conrad Mills 2 days ago
I’ve just finished reviewing the product announcements from this year’s Cvent CONNECT, and there was a lot to digest. AI was the big story with the launch of CventIQ, a suite of integrated AI capabilities across the entire Cvent ecosystem. Rather than present Cvent IQ as a standalone product, the team looked at it through […]
Blog

AppGen Is Here: Say Goodbye To Software Development As You Know It

Diego Lo Giudice 2 days ago
Discover how AI-powered AppGen platforms are collapsing the SDLC, democratizing development, and disrupting the software industry.
Blog

Geopolitical Volatility Puts Digital Sovereignty Center Stage

Dario Maisto 5 days ago
Mounting geopolitical pressures have made digital sovereignty an everyday talking point as organizations and individuals seek more autonomy from foreign government dependency and potential influence. Learn about new sovereign options and technology choices that will shape a new sovereign tech landscape in incremental steps over the next decade.
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Design Digital Experiences That Reflect Where And How Europeans Engage Today And In The Future

Aurelie L'Hostis 6 days ago
To meet rising customer expectations, organizations must ground their digital experience strategies in a data-driven understanding of their users.
Blog

Redefine How You Measure Digital Experiences At CX Summit APAC

Zhi Ying Barry June 18, 2025
Mature firms relentlessly connect digital experience (DX) metrics to business and customer outcomes. More importantly, they follow a disciplined methodology to ensure that they are tracking the right DX metrics that lead to meaningful customer and business impacts.
Blog

Modern Loyalty Requires A Diversified Approach To Engagement

John Pedini June 18, 2025
This blog explores how programmatic loyalty is a spectrum that shifts from traditional loyalty strategies to a modern approach that focuses on offering a diversified loyalty engagement strategy.
Blog

Chaos Is A Ladder: Government Innovation In 2025

Lauren Nelson June 16, 2025
Driven by budget uncertainty, workforce shifts, and the accelerating pace of technology, our government clients are navigating radical change.
Blog

Cannes Lions 2025: The AI Challenge For Brands And Agencies

Thomas Husson June 16, 2025
The marketing and advertising industry is gathering for a couple of days at the International Festival of Creativity in Cannes, France, from June 16 to June 20.
Blog

The Public’s Trust Is the Cornerstone Of Success For Singapore’s Government

Tom Mouhsian June 16, 2025
Trust is the currency of effective governance. In Singapore, where public institutions are known for their efficiency and integrity, maintaining high levels of trust is not just a legacy — it’s a strategic imperative.
Blog

Navigating The Digital Consumer Landscape: Forrester’s New Research Reveals Where, How, And To What Extent Australians Engage Digitally

Tom Mouhsian June 16, 2025
In 2024, the digital behavior of Australian consumers is more dynamic and multifaceted than ever. My latest reports — The Digital Moments Map, 2024: Australia and The Digital Connections Tracker, 2024: Australia — offer a compelling look into how Australians engage with digital experiences across tasks, interaction modes, channels, and devices.
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Supply Chain, AI, And Operational Resilience Risks Dominate ERM Programs In 2025

Paul McKay June 13, 2025
For risk professionals, leading through 2025’s volatility has been like living in an “Alice in Wonderland” unreality. Risk teams have never been more important as a function to guide their businesses through challenges such as geopolitical risk events, trade disruption, economic volatility, and regulatory disruption.
Blog

Medallia Experience London 2025 Focused On Helping CX Teams Drive Action

Martin Gill June 13, 2025
The (mostly) new Medallia executive team showed up to its inaugural Experience World Tour 2025 in London with a bullish vision for an AI-fueled, predictive CX management platform that puts the insights that frontline employees need directly into their hands.
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AI Isn’t Cheap — Here’s How To Spend Smarter

Michele Goetz June 12, 2025
While enterprise AI spending remains relatively modest today, the potential for overspending is significant. Most organizations are still experimenting, with only a few production-ready use cases. But that’s about to change.
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