age of the customer

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The One-Sentence Business Case For Customer Experience

Harley Manning 6 hours ago
Recently, I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already, you should jump on it today. As I write this post in December of 2019, corporate […]
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Twenty Mobile Trends For 2020

Thomas Husson 23 hours ago
I have just published a post sharing some of our marketing predictions for 2020. It made me realize that Forrester no longer publishes dedicated “mobile” predictions. Why? Because mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere. However, many brands wrongly think they have ticked the mobile box […]
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

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2020 Marketing Trends

Thomas Husson 3 days ago
In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam. It is always interesting to challenge clients on some of their assumptions, discuss what trends will accelerate next year, or be challenged on some of the bold […]
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Here’s What Happened On The Biggest US Online Shopping Day Of The Year

Sucharita Kodali 4 days ago
2019 was a record-breaking year for post-Thanksgiving sales. Learn how retailers worked to attract customers on Cyber Monday — and what opportunities remain.
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A Roundup Of Key Machine-Learning Announcements From AWS re:Invent

Leslie Joseph 5 days ago
For data science practitioners, machine learning developers or insights-driven business leaders, here are the key announcements from Amazon's AWS re:invent 2019 show that you should care about.
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Uberflip Acquires SnapApp: What It Means To B2B Marketers

Laura Ramos 6 days ago
The purchase may signal a shift toward more thoughtful and better differentiated approaches to B2B content.
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The Top Tech That Will Win The Wallets Of Insurance Companies In 2020

Ellen Carney 6 days ago
Nearly three dozen insurance decision makers and solutions partners told us how they plan to prioritize their tech investments next year.
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

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Retailers Now Choose Commerce Tech Based On How Providers Engage, Not What They Are

Emily Pfeiffer December 2, 2019
Legacy suites and platforms have reinvented themselves, and a new component-based model has entered the ring. Gone are the days of take-it-or-leave-it, prefab, legacy commerce suites and isolated, minimally integrated platforms. As we’ve seen business models adapt to rapidly shifting customer needs and expectations, retailers’ demands of their commerce technology models have evolved at the […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski December 2, 2019
LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position in the jewelry category. For Tiffany & Co., it presents an opportunity to […]
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How To Prove That Fixing Customer Experience Problems Cuts Costs

Harley Manning December 1, 2019
There’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings.
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Finding “Friendlies” And Other Tips For Data Insights Leaders

Jennifer Belissent, Ph.D. November 28, 2019
Learn how to build a broader data and analytics community in your organization by identifying "friends of data and analytics.”
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Define New Relationships With CX Champions Programs

Angelina Gennis November 27, 2019
Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation. This year, we cast a wide net to capture programs that placed differing focus […]
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Real-Time CX

It’s a reality. Discover the new FeedbackNow.

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LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match

Michelle Beeson November 27, 2019
The largest-ever deal in the luxury sector will strengthen LVMH's position in the US and help revive the jeweler's flagging fortunes.
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Last-Minute To-Dos For A Positive Customer Experience This Holiday Season

Jennifer Wise November 27, 2019
Retailers: It's too late to launch new in-store features or redesign your site, but you can still prepare to avoid and recover from common holiday CX mishaps.
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Retailers, Prepare Wisely: DDoS Remains A Holiday Threat

David Holmes November 26, 2019
A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself.
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Sales Performance International And Richardson To Merge Forces

Mary Shea November 26, 2019
On Friday, November 22, European private credit firm Kartesia announced the acquisition of Richardson, a North American sales training company. Kartesia will merge Richardson with Sales Performance International (SPI), a European sales training and transformation company that it has owned since 2017. SPI and Richardson will soon operate as a single full-service global sales training […]
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Key Takeaways From Salesforce Dreamforce ’19

Liz Herbert November 25, 2019
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The Future Of Work

Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.

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The US Federal Customer Experience Remains Weak And Uneven In 2019

Rick Parrish November 25, 2019
Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.
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VIDEO

Your Loyal Customers Don’t Need Another Coupon This Holiday Season — Here’s What To Do Instead

Emily Collins November 25, 2019
Principal Analyst Emily Collins shares three ways retailers can offer real value to shoppers.
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski November 25, 2019
Dreamforce: Industry Confab, Cultural Event, Or Populist Movement? We walked as pilgrims to the Golden Gate to wander the forests of Howard Street and Moscone Center and drink from the fountain Dreamforce. There, we mingled — herded, really, by guides dressed as National Park Service rangers — with executives in snappy blazers and Trailblazers representing […]
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