Age of the Customer

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Accelerate Digital Transformation With The Right Strategic Partner

Nigel Fenwick 9 hours ago
In March 2020, as the implications of a global shutdown of physical offices became apparent, executives responsible for digital initiatives went into overdrive. If your firm is already digitally advanced, it’s likely to be faring far better than less advanced competitors by now. But no matter where your firm is today on it’s pandemic-induced digital […]
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Will Virtual Care Stand The Test Of Time? If You’re Asking The Question, It’s Time To Catch Up

Arielle Trzcinski 12 hours ago
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 […]
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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

Using Innovation To Rebuild From COVID-19 — Lessons From Financial Services

Jacob Morgan 19 hours ago
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. […]
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Virtual Care Is A Requirement — Not A “Nice-To-Have”

Arielle Trzcinski 2 days ago
While the pandemic accelerated virtual care adoption, the reasons for seeking it have shifted. Learn more from our recent survey of healthcare organizations.
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Nordic Firms Must Adapt To Win

Martin Gill 2 days ago
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.
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Blog

Artificial Intelligence Is Dumb Without The Elasticity Quotient

Michele Goetz 3 days ago
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 […]
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Culture Is (Still) Not About Ping-Pong Tables And Free Meals

Katy Tynan 3 days ago
The pandemic is forcing companies to ask: How does our culture work remotely? Start with these five activities to arrive at the answer.
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Webinar: Predictions 2020

Dive deeper and get your questions about 2020 answered during our complimentary predictions webinar.

Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 3 days ago
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 […]
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Do Channel Vendors Need Public Relations Anymore?

Jay McBain 4 days ago
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 […]
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Retailers And Brands: Tap Drop-Ship Programs For New Selling Opportunities

Emily Pfeiffer 4 days ago
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 […]
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CISOs And The Da Vinci Fallacy

Jeff Pollard 4 days ago
The belief that security leaders must show mastery across knowledge domains is dangerous. It's also a symptom of an underlying ailment.
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Use These First Principles To Succeed With Robotic Process Automation In 2020

Leslie Joseph 4 days ago
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 […]
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

Blog

IoT Analytics Create New Edge Computing Value Props For Content Delivery Networks

James Staten 7 days ago
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 […]
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Introducing The Forrester New Wave™: Influencer Marketing Solutions, Q2 2020

Ryan Skinner May 28, 2020
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 […]
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Blog

La perspectiva de los empleados españoles sobre el COVID-19, ahora: Una actualización PandemicEX

Laura Koetzle May 28, 2020
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 […]
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Blog

Starting Research On Ambient Technologies And Experiences

Frank Gillett May 28, 2020
New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.
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Video

Self-Triage Solutions Hold The Keys To The Healthcare Digital Front Door

Arielle Trzcinski May 28, 2020

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The Future of CX

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

Webinar

A Marketer’s Survival Guide to Disruptive Go-to-Market Change

May 26, 2020
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.
Register Now
Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins May 26, 2020
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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Blog

Values, Ethics, And Algorithms, Oh My!

Brandon Purcell May 26, 2020
At CX North America, you'll learn how to interpret and implement ethical AI principles across your organization to protect your customers, business, and brand.
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