age of the customer

It’s easy to pick out truly bad examples of leadership. In every organization you are part of — from the parent-teacher cooperative to the leaders of nations — there are inept leaders who seem to have cajoled or manipulated their way into their roles. Despite how easily such examples come to mind, however, these egregious […]

How can mainstream enterprises successfully adapt an approach from a digital-native unicorn? While you can’t copy culture, there is a lot you can learn from it. Check out my video below to learn how the Spotify approach will — or won’t — help your company scale its Agile development. For more information, read my latest […]

Let’s be honest: There is a lot of hype around voice assistants (or, as we call them at Forrester, intelligent agents, or IAs). Marketers, agencies, and vendors alike are all excited about this potential voice search future. But have you ever had a voice search experience with an IA like the cartoon below? We wanted […]

At the end of 2018, Forrester’s cloud team made some bold predictions about how cloud computing would accelerate enterprise digital transformation everywhere, from the data center to the mobile device to the edge. And we were right: Enterprise demand is exploding, new cloud platform services are being launched monthly, and public cloud services are coming […]

Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade, but what’s next? This year’s CX Sydney 2019 Forum will focus on how to drive real, disruptive innovation. I recently caught up with one of our keynote speakers — Teresa Sperti, the outgoing chief marketing, data, and product […]

(coauthored by John Rymer) The top priority for Forrester’s C-suite Leadership Boards? Faster responses to customer issues and opportunities. Technology and marketing teams have raised their software delivery speeds but are slowed by other parts of the organization that decide and act more slowly. In the digital era, the first firm to grasp an opportunity […]

Q1 is in the books. Alexa is HIPAA-compliant, the Amazon-Berkshire Hathaway-J.P. Morgan (ABJ) alliance now has a name — Haven — and the much-anticipated industrywide interoperability efforts got a huge boost with CMS’s proposed policy changes announced at the HIMSS conference. In the parlance of Bob Dylan . . . the times they are a-changin’. […]

Forrester predicted in late 2018 that automation would become the tip of the digital transformation spear in 2019, impacting everything from infrastructure to customers to business models. Now that we’re four months in, we’ve evaluated whether our five specific predictions are on track. We first predicted that 40% of enterprises will have automation centers and […]

(With Dave Bartoletti and John Rymer) The biggest announcement out of the Google Cloud Next conference in early April was the general availability of its Cloud Services Platform but with a new brand name: Anthos. Anthos promises to help software delivery teams build and manage modern applications across multiple cloud platforms, including on-premises and public […]

Our 2019 B2C Marketing predictions hone in on the impact of rising customer power. Forrester has been evangelizing the age of the customer for a decade, but the message is approaching a crescendo. This year, we called that consumer desire for better data control, better experiences (especially in social), and better connections to their values […]

A New Era, A New Digital Japan? On May 1, Japan will get a new emperor, and a new era — Reiwa — will begin. The transition is largely symbolic, as the emperor’s role is ceremonial, but the coming of the Reiwa era also marks the end of the Heisei era, sometimes known as “the […]

Boeing is learning the hard way that B2B companies are no longer immune from brand crises that typically only affected B2C companies subject to empowered customer scrutiny.

Deception Technologies Operate By Identifying Business Use Case Violations Deception technology comes in many different varieties, but foundational to them all is the creation of an asset that has no legitimate business use. As this asset has no legitimate business use case, any interaction with it is necessarily a business use case violation. “But wait,” […]

Forrester Future Fit is a tool for measuring your readiness for the future. A simple, five-minute assessment lets us statistically project whether you are in the high-, medium-, or low-fitness group. Take the survey at forr.com/futurefit to learn your score. Read more about future fitness here. You’ll find that there are nine key attributes of […]

Over the past few years, drones have transitioned from military-only applications into a strategic asset that is transforming a range of industries such as construction, real estate, insurance, and agriculture. Yet while drones introduce a range of use cases, the growth of drones also represents a new physical threat that demands the attention of security […]

Digital transformation is your opportunity to reimagine your company from the ground up — don’t mess it up with poor, missing, or misallocated talent. Business leaders involved in digital transformation say that finding the right people with the right skills is one of their biggest challenges. To help digital executives, we developed the Forrester Digital […]

After returning from Mobile World Congress in Barcelona last year, where I walked miles to test every virtual reality (VR) and augmented reality (AR) experience, one thing was clear: They aren’t ready for mainstream consumer use. But what about for employees? I spoke with my colleague Sam Stern about the applications I’d seen at the […]

Developers: Performance Testing Deserves Your Attention! Developers, you have to stop treating performance testing as an afterthought. Our Forrester Analytics Global Business Technographics® Developer Survey data shows that over half of developers spend less than an hour a day performance-testing their code. When performance testing is done at the end, just before deployment, you’ll need […]

On March 7, 2014, I wrote a report called “The Clash Of The Digital Platforms” in which I identified five companies that had a unique status in the world of technology, innovation, and overall business. The five companies were (alphabetically) Amazon, Apple, Facebook, Google, and Microsoft. In a byline piece I wrote for Ad Age’s […]