Age of the Customer
Insights
Blog
How Advanced Analytics Can Transform Your CX Practice
Integrating advanced quantitative analytics into their strategy can help CX pros with their two biggest challenges: improving experiences and demonstrating the business value of CX. Two new reports provide advice for doing this.
Blog
Balanced Benefits Give Loyalty Programs A Competitive Advantage
Maximize loyalty program effectiveness with a balanced mix of transactional benefits that offer monetary value and nontransactional benefits that spark more emotional connections.
What It Means: A Forrester Podcast
Join us as we explore the latest market dynamics impacting executives and their customers.
Blog
Be Swift, Be Accurate, Be Empathetic: Three Pillars For Crisis Communications
The 2024 CrowdStrike software incident reinforced the importance of three key pillars for crisis communications. While CrowdStrike CEO George Kurtz issued a specific, fact-based statement within hours of learning that there was a major outage caused by a bad software update, he faced criticism for not immediately offering an apology. Crises are never convenient and […]
Blog
Voices From The Field: Best Practices In Filtering Sales Communications
This week, Forrester published Introducing The B2B Sales Communications Rules Engine. This new model is designed to help revenue enablement teams better filter all the incoming requests, demands, and downright “noise” that well-meaning colleagues aim at sales and other customer-facing personas. Most sales-adjacent functions such as portfolio marketing and revenue operations, as well as supporting […]
Blog
Advertisers Look For Super Growth In Super Bowl LIX
Fly, Eagles, fly! I normally prefer competitive Super Bowl games, but this Eagles fan was perfectly happy with a massacre this year. And also — there were ads!
Blog
A Developer At An I&O Vendor Conference
Get a detailed look at the capabilities of Dynatrace's new Observability for Developers direct from the Dynatrace Perform event.
Blog
DeepSeek Is Resetting The Bar For AI Infrastructure
The infrastructure needed for inferencing with DeepSeek's R1 open-source AI model is far less than what its competitors use. Learn six ways this could benefit your organization's AI plans.
Blog
US Tech Spending Defies The Economic Slowdown To Hit $2.7 Trillion In 2025
Despite persistent inflation and a cooling labor market, US tech spending is forecast to grow by 6.1% in the US in 2025 to reach a staggering $2.7 trillion. Find out what’s driving this growth and what tech leaders can expect in 2025.
Blog
Global Technology Spending In 2025 Will Reach $4.9 Trillion With Robust 5.6% Growth
Forrester’s latest global technology market forecast shows robust growth of 5.6% in 2025 driving the market to $4.9 trillion. Learn what’s generating this growth and how to plan for the year ahead.
Blog
The Total Experience Awaits At Forrester’s CX Summit 2025
Imagine a future where bold brand strategies seamlessly blend with real-world journeys to captivate and delight customers. Explore the tools to create that future at CX Summit North America, the premier gathering of CX, marketing, and digital professionals.
Blog
Tariffs, Your Customer, And Your Brand: A Common-Sense Guide
A tariff is simply a tax — when one country imposes a tariff on another (as the US has done with China and is threatening to do with Canada and Mexico), then products imported from those countries are subject to a tax.
Blog
“Learn Best Practices, Hear Ideas, And Just Get Motivated” — B2B Summit Attendees Share Why You Should Attend
What makes Forrester’s B2B Summit the premier gathering for marketing, sales, product, and customer success pros? We asked past attendees to find out.
Blog
Why The DOJ Is Worried About Networking Innovation And What Paths Lie Ahead For HPE And Juniper
The Department of Justice's action to block the Juniper acquisition won't save innovation in networking. No matter whether or not the acquisition proceeds, customers will benefit if they are put front and center.
Blog
’Tis The Season … For B2B Summit
Our B2B research team is preparing feverishly for this year’s event, which starts March 31. Get a sneak preview here of a few of the sessions and panel discussions in the works.
Blog
Participate In Forrester’s 2025 State Of B2B Events Survey And Unlock Valuable Insights For Your Organization
Participate in the Forrester 2025 B2B event trends survey and gain access to the latest trends to help shape your event strategy this year.
Blog
The Artificial Intelligence Action Summit In France: Maintaining The Dialogue On Global AI Regulation
After the two previous summits hosted at Bletchley Park in the UK (November 2023) and in Seoul, South Korea (May 2024), French President Emmanuel Macron has decided to host a new AI Action Summit, cochaired with India, on February 10–11 in Paris.
Blog
How Generative AI Is Changing The Game In Commerce Search
Read key insights from our research on how generative AI is transforming commerce search solutions.
Blog
Customer Success Teams: Let’s Get Strategic
Customer success (CS) practitioners often talk to me about postsale strategy and tactics. What I’ve noticed from those conversations is that those terms are being used interchangeably despite being different, though complementary, concepts.
Blog
Microsoft Paint Is Cool Again — Thanks To AI
Like many, I’ve been using generative AI (genAI) systems for about two years. Nothing has quite triggered my imagination like Microsoft Paint’s Cocreator capability.
Blog
Great Digital Banking Experiences Create A Data-For-Value Flywheel
Driving engagement is top of mind for most digital banking leaders. Forrester’s research reveals the immense value — for both customers and banks — of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a bank’s brand. And our broader customer experience research […]
More posts