Age of the Customer

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Channel Reimagines Physical Events, Looking To Reopen Slowly

Jay McBain 19 hours ago
This week, we have seen two examples of physical channel events take shape after almost six months of virtual. In earlier research around communities, I have pointed to the 150 events per year that were happening before COVID-19. Most of these events carried on virtually, with mixed results. In most cases, vendors didn’t get the […]
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Blog

What US Health Insurers Can Learn From The CX Leader In The Category

Faith Adams 1 day ago
The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.
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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

The New Normal For Customer Experience: Join Our Keynote At Summit Asia Pacific

Tom Mouhsian 2 days ago
As the pandemic peaks and wanes, businesses rethink their customer experience strategies and engagement models throughout the entire customer lifecycle – for some the change is a radical one. The immediate urge to ensure their own health safety means that customers may temporarily sacrifice their personal comfort, but they will demand more trust and reliability from companies they choose to do business with.
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FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins 2 days ago
Mobile Advertising Comes Under Scrutiny Most data deprecation discussions center on cookies and web browsers. But two recent moves broaden the aperture to include mobile environments, too. First, Apple announced iOS 14, which will prompt users on whether they want to let an app track them or “ask app not to track.” If a user picks the latter, the app can’t […]
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Blog

There’s A Growing Blind Spot For Your Security Team During The Pandemic — IoT Devices

Christopher Sherman 2 days ago
The pandemic and subsequent lockdown have dramatically increased the number of employees around the world working from home. For many organizations, this has involved the purchase and deployment of new laptops and mobile devices, changes in remote-work security policies, and adoption of new security technologies. The growth in remote work is compounded by another global […]
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Blog

One Hand To Shake Beats One Throat To Choke

Glenn O'Donnell 5 days ago
Technology buyers often seek purchases from one vendor because — as the saying goes — they want “one throat to choke.” This phrase always bothered me. You don’t want this relationship to be adversarial, so don’t start off with such incendiary language. Relations between technology providers and their customers have long been on the hairy […]
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Blog

Get Smart On CX Teams: An Interview With DoorDash

Angelina Gennis 5 days ago
Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about the approach of the CX team and how they make sense of the different customer types that influence each other’s experiences. AG: What is the structure of the DoorDash CX team? AZ: When I joined DoorDash as […]
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Webinar: Predictions 2020

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

Blog

Lean Isn’t Always Lean: There Are Lean Cores And Lean Cores In Banking

Jost Hoppermann 5 days ago
Learn the benefits of dividing traditional core banking solutions into the lean core and the digital core.
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Blog

The Biggest Digital Health Deal Of All Time: Teladoc Health And Livongo Merge To Deliver Proactive, Broad Spectrum Digital Health

Arielle Trzcinski 5 days ago
Telehealth megamerger ushers in a new era of digital health.
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Video

Invest In The Right Technologies To Develop Your Financial Well-Being Program

Aurelie L'Hostis 6 days ago

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Video

The Future Is Here: Google Moves Forward With Its Banking Marketplace

Alyson Clarke August 5, 2020

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Research Collection

Finserv Leaders Must Keep Sight Of The Big Picture In The Midst Of The Pandemic

David Hoffman August 5, 2020
As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact will change the ways these companies interact with their customers, manage their employees, and respond to the market environment.
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

Blog

Rethinking Sustainability In The Middle Of A Pandemic

Oliwia Berdak August 5, 2020
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
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Blog

Virtual Event Momentum Will Move Strategy And Tech Forward Rapidly

Laura Ramos August 4, 2020
B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the customer experience they want their online events to deliver. Technology supports this but is ineffective without a solid strategy and set of customer experience goals.
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Blog

Forrester Can Help You Craft Your Customer Obsession Strategy

Shar VanBoskirk August 4, 2020
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins August 3, 2020
The Clock Keeps Ticking On Microsoft’s Pursuit To Purchase TikTok In The US Late last year, we predicted that companies like Facebook or Meredith Corporation would court TikTok for acquisition but that its Chinese parent company, ByteDance, would ultimately hold out for an IPO. Now, it looks like we were half right. Increasing scrutiny from lawmakers over data privacy concerns and […]
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Blog

In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The Airline — Here’s Why

Harley Manning August 3, 2020
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.
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The Future of CX

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

Blog

Low-Code Development Requires A Security Rethink

Sandy Carielli July 31, 2020
Low-code platforms speed delivery of applications, but are they secure? The answer is more complicated than I expected when I started this research project with my colleagues, John Bratincevic and John R. Rymer. We’re still gathering information, but we’ve discovered that: Low-code security is not well understood. Even vendors with extensive security investments acknowledged that […]
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Blog

Use Forrester’s New Tech Tide™ Reports To Evaluate Your Martech And Adtech Investment Strategy

Mary Pilecki July 30, 2020
Marketers today must understand and use myriad technologies to support omnichannel ad strategies and deliver moments-based marketing. But the landscape of 7,000-plus options is overwhelming and rapidly evolving, especially as new privacy regulations and tech giants such as Apple and Google limit access to consumer data. We just published some research to help marketers keep […]
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Blog

Forecasting In Uncertainty: Q2 2020 US GDP Report Reveals Negative Surprises For US Economy But Positives For US Tech Market

Andrew Bartels July 30, 2020
US GDP fell 32.9% in the second quarter. Learn the implications for the economy and the tech sector specifically.
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