Age of the Customer

Virtual Care Blog Series — Part 3 Forrester made the call that 2020 would be the tipping point for virtual care adoption. The pandemic accelerated digital transformation for many healthcare organizations (HCOs) from a matter of years to a matter of months. Previous barriers to virtual care for consumers have been removed, such as lack […]

We are living in uncertain and extraordinary times, and extraordinary feats are being delivered daily by committed workforces for which speed translates into jobs, businesses — and lives — saved. Innovation is a necessity in times of crisis, made easier by the expectation of fast delivery and the singular goal to coalesce and organize against. […]

While the pandemic accelerated virtual care adoption, the reasons for seeking it have shifted. Learn more from our recent survey of healthcare organizations.

Measures to control the spread of COVID-19 are easing. Yet the enforced digital adoption of the last three months will have a lasting impact on customer and employee expectations.

How much has your business really changed since implementing AI? I’m not asking about lift for discrete metrics such as customer loyalty, campaign revenue, or even process optimization. Was the DNA of your enterprise altered by tweaking the edges? Of course not, because the elasticity quotient was not met. The elasticity quotient links the KPIs […]

The pandemic is forcing companies to ask: How does our culture work remotely? Start with these five activities to arrive at the answer.

Brands Pledge To Stand With The Black Community In the aftermath of George Floyd’s murder, citizens are taking to the streets to protest institutionalized racism. Brands are speaking out, too, because, as Netflix tweeted, “To be silent is to be complicit.” Netflix joins brands such as Google, Nike, Peloton, and Target (whose stores were looted) in taking a vocal anti-racist stance. Firms hear consumers’ desire to align with brands that share their values and are emboldened to make […]

The communications industry is facing a perfect storm of converging forces, from COVID-19 to the rise of influencer marketing and even AI. At Forrester, we research around 10,000 global technology vendors that utilize indirect sales and often get asked about the value of PR in the channel. A trend that is affecting many channel leaders […]

At its core, commerce relies on bringing together willing customers with the products they want. With more places for customers to find those products, drop-shipping models fuel many of the largest retail and marketplace websites. The result: more goods in more places (extended assortment for retailers and expanded sales channels for suppliers), which has benefits […]

The belief that security leaders must show mastery across knowledge domains is dangerous. It's also a symptom of an underlying ailment.

Let’s just say that one measure of the hype that surrounds any emerging technology is the amount of new (and largely superfluous) jargon that it generates. The Enterprise Automation Market Needs Pragmatic Advice The market for robotic process automation (RPA) has been in hyper growth for a while now. RPA and its extension into intelligent […]

Modern content delivery networks (CDNs) are unlocking new opportunities to pair endpoint-deployed applications with endpoint device content analysis. Rather than simply enabling clients to push their apps and data closer to the customer, these edge technologies are collecting data from internet-of-things devices and end-user mobile devices, then enabling near-real-time AI/machine learning of this data to […]

Our latest evaluation, “The Forrester New Wave™: Influencer Marketing Solutions, Q2 2020,” published today. More than a hundred vendors in the market became 47 in our New Tech, which became 12 in the Wave. Here’s what you should know about the space and the analysis: Temperature’s high. Influencer marketing solutions (IMS) vendors are many and […]

A finales de marzo, enviamos la primera ronda de nuestra encuesta PandemicEX a más de 1,000 trabajadores en toda Europa. Seis semanas después, a principios de mayo, repetimos la encuesta para ver cómo el confinamiento y trabajar desde casa habían cambiado las actitudes y comportamientos de los empleados. Los nuevos resultados muestran que: El pesimismo […]

New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.

During this webinar, Forrester | SiriusDecisions analysts Paul Ferron and Katie Fabiszak will reveal a survival guide that will enable marketers to respond swiftly to go-to-market strategy changes.

Ensuring Employee Mental Health Is Crucial For COVID-19 Economic Recovery The mental health impact of COVID-19 is coming to light, and it’s not reassuring. In a survey conducted by SAP, Qualtrics, and Mind Share Partners, over 40% of respondents said their mental health has declined since the outbreak of COVID-19. Returning to work is not likely to fix the issue. The workplace is […]

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