Age of the Customer

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Awareness Isn’t Enough, It’s Time To Change Behaviors

Jinan Budge 11 hours ago
I am thrilled to announce my latest research, “How To Manage The Human Risk In Cybersecurity”.  It’s research I’ve been leading and evolving since 2010, changing my mind about the title with each refresh to reflect the times.  In 2010, for example, we focused on “How To Communicate And Promote Security To Gain Influence And […]
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Video

Reaching Gen Z Starts With Understanding Their Truths

Mike Proulx 5 days ago

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Competing For Today’s Values-Based Consumers

Understand what drives today’s values-based consumer and how brands can clearly and authentically deliver their values messaging.

Blog

COVID-19 Offers The Opportunity To Redesign The Physical Office

Dan Bieler 5 days ago
In the wake of Covid-19, organizations must redesign mobility solutions to shape resilient and adaptive future workspaces.
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Blog

Prodigal Son Gelsinger Returns As Intel CEO

Glenn O'Donnell 5 days ago
Early today, Intel announced CEO Bob Swan will be replaced by VMware CEO Pat Gelsinger. Facing stronger competitive challenges, Intel has struggled. As you can see, Intel’s stock (INTC) has languished while its peers grew exceptionally well. In the past 12 months, INTC stock lost 5.3% while Qualcomm (QCOM) gained 66.29%, AMD gained 80.18%, and […]
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Blog

Brands Bear (Some) Blame For Conditions At Outsourcers

Ian Jacobs 6 days ago
Between really bad press (here and here) and bankruptcy (here), large contact center outsourcers have seen a rough last few months. Bad press for outsourcers spells trouble for and affects the brands that contract with them: Consumers will react regardless of whether the news comes from the company itself or up the supply chain. Negative […]
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Forecasting In Uncertainty: Georgia’s Senate Elections Improve The Outlook For The US Tech Market In 2021

Andrew Bartels 6 days ago
In our last US tech market forecast (“US Tech Market Outlook For 2021: After The Election — How Politics, The Pandemic, And The Economy Will Shape Industry Tech Budgets“), we projected that US business and government spending on tech goods, services, and staff would be weak, with a 0.4% decrease. At that time, the Republicans […]
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Blog

Just In Time, The SAST Market Has Embraced The Developer

Sandy Carielli January 11, 2021
The classical challenge with static application security testing (SAST) was bridging the gap between security and development. In SAST’s early days, it was a tool for security pros, who threw the results of prerelease scans over the wall to developers to fix. Developers had to contend with large numbers of unclear findings and false positives, […]
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Blog

The New Change Management: Automated And Decentralized

Charles Betz January 11, 2021
Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to agile and DevOps trends. However, change management emerged for a reason, and I think it’s prudent to look at […]
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Blog

CDOs Wanted: Dedicated, Expanded Data Insights Leadership

Jennifer Belissent, Ph.D. January 8, 2021
Decision-makers cast a widening net for insights into their customers and operations: 85% of decision-makers prioritize the use of data insights, incorporating quantitative information into the decision-making process. And their demands have become more sophisticated — not just historical views of performance but actionable insights to guide decisions. Moving from dashboards and reports to advanced […]
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Blog

The Best Is Yet To Come For Grocery E-Commerce In 2021

Scott Compton January 8, 2021
2020 was a banner year for grocery e-commerce as grocers swiftly responded to a massive pandemic-induced shift in consumer demand. But throughout the year, many grocers faced significant supply chain disruptions as well as costly (and rising) last-mile consumer expectations for same-day delivery and curbside pickup. It was a perfect storm of challenge and consequence, […]
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Blog

What To Expect From CES 2021

Thomas Husson January 8, 2021
For the first time ever, the Consumer Electronics Show will be a digital-only event. Like Mobile World Congress in Barcelona, Viva Tech in Paris, or IFA in Berlin, this is one of the few key global technology and innovation events. Physical networking usually enables both startups and large companies to meet prospects, generate leads, sign […]
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Amazon, Berkshire Hathaway, And JPMC’s Haven Disbands — What That Means For Healthcare Companies

Judy Weader January 6, 2021
Some may be breathing a sigh of relief — but this is a temporary reprieve. Healthcare organizations and employers must act now to innovate and rethink the way they deliver healthcare services and coverage.
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CX Leaders: Vendor Consolidation Continues With Two Smart Acquisitions

Faith Adams January 6, 2021
In 2021, things are already heating up more for customer experience (CX) leaders. In just a few days, we’ve already seen two acquisitions — and we know of more on the horizon. Unified data analytics technology vendor Topbox — known for helping organizations connect disparate data sources to create a more unified, cross-channel view — […]
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Blog

The Future Of Commerce Technology Is On FIRE — And It’s A Good Thing

Emily Pfeiffer January 5, 2021
I can explain the evolution of commerce technology using plate tectonics — really! Now imagine me telling you that commerce is no longer the nucleus of the commerce technology atom (… and that I could even mix a metaphor about Gremlins into this conversation). It’s true — the commerce core is shrinking away. We already […]
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Blog

It’s Likely You Already Have Low-Code Developers — Get Them Into Your Security Neighborhood

Sandy Carielli January 4, 2021
Security pros should work to integrate security into the developer experience to ensure customer-facing applications are secure. Consider these three points to get started.
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Blog

Call For Participation: Forrester’s 2021 ECM Panel Survey Is Now Open!

Cheryl McKinnon December 29, 2020
Forrester’s 2021 Global Enterprise Content Management Survey is open … and we’re looking for your participation! This survey is intended for enterprise content management (ECM) or content services decision-makers and influencers in end user organizations. If you are a practitioner in the private or public sector and you are involved in enterprise content management programs […]
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Blog

It’s Time To Put Security And Privacy Front And Center For Virtual Care

Arielle Trzcinski December 22, 2020
(Written with Benjamin Corey, senior research associate at Forrester) Telehealth (virtual care) usage has skyrocketed during the pandemic. When you roll back the tape a few months, healthcare providers were able to (very quickly) stand up virtual care capabilities without having to go through the intensive HIPAA compliance protocols required in the healthcare industry. Some […]
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Blog

Consumers Ride A Rising Tide Of Consumer Energy Into 2021

Anjali Lai December 22, 2020
Consumer energy is rising again. The latest pulse reveals that, over the course of the past three months, overall consumer energy has moved from 39 up to 43, and consumer energy has grown along every key emotional dimension.
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Blog

Important Questions To Answer Before Making Your Events Virtual

Laura Ramos December 21, 2020
In this Q&A format, we ask — and answer — important questions marketers should address to make their virtual events deliver value to attendees and profits to their business.
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Blog

Explaining Explainable AI

Brandon Purcell December 18, 2020
In 2020, one message in the AI market came through loud and clear: AI’s got some explaining to do! Explainable AI (XAI) has long been a fringe discipline in the broader world of AI and machine learning. It exists because many machine-learning models are either opaque or so convoluted that they defy human understanding. But […]
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