Age of the Customer

Insights

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March 2021 Research Recap — Cloud And Tech Operations

Lauren Nelson 1 hour ago
Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but all of the work and client insights that went into its creation. For those who know me, I am quick to call these out via inquiry calls — but I’d […]
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TAM, That’s A Big Number!

Andrew Hogan 3 days ago
In the last few weeks, I’ve had a few conversations about my recent report on how money is flowing into design: The Design Industry, 2021. Forrester’s estimate: Current spending is $162 billion ­— but some have told me our estimate is too conservative. Let’s look at one part of the report: $35 billion in current […]
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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.

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Toss Those Tea Leaves: Reading Real Signals Of Growth And Retention

Amy Bills 3 days ago
Teams supporting retention, cross-sell, and upsell are most effective when they focus on the right signals from buyers and customers. At B2B Summit North America, learn more about these signals and how to use them.
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A Brand’s Values Must Withstand The Pressure Of Politics

Mike Proulx 4 days ago
The lines between brands and politics have blurred. If companies are committed to standing with their values, politics are unavoidable. But that doesn’t mean a given brand must or should take on every single issue. Company values will determine when to choose a side.
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Three Human-Centered Imperatives For Our Tech-Enabled Future

Christopher Gilchrist 4 days ago
Learn the three tactics your organization can use to shift from technology supporting business value to technology shaping business value.
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CMOs At Sustainable Brands Are Bold

Thomas Husson 4 days ago
In my recent report, “Embrace The Green Business Opportunity,” I demonstrated how new entrants and innovative brands, especially in Europe, are disrupting the status quo and becoming profitable sustainable businesses. This is not just about the iconic Patagonia, but also about Allbirds, Arcadia Power, Backmarket, BlaBlaCar, C’est qui le Patron?!, Ecotone, Enfuce, Frosch, Imperfect Foods, […]
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Respond To The Unknown With Competitive Advantage, Not Panic

Amy DeMartine 5 days ago
Jump scares are those crazy moments in films, video games, horror films, or haunted attractions that are usually preceded by a quiet moment and have you involuntarily jumping. You are responding to a rush of adrenaline. Here’s an unexpected one in the movie “The Lord of the Rings: The Fellowship of the Ring,” where scary […]
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Why The Tech-Enhanced Sales Rep Will Be Your Differentiator

Anne Slough 6 days ago
Learn how dynamic guided selling gives sales teams a competitive edge — and join us at this year's B2B Summit to go deeper.
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Finally, A US Digital Stimulus Package … But One That Only Keeps The Lights On

Sam Higgins 7 days ago
When US President Joe Biden signed the American Rescue Plan Act into law, he added $1.9 trillion of economic stimulus to the $2.2 trillion provided by the Coronavirus Aid, Relief, and Economic Security Act and $0.9 trillion included in the federal government’s appropriations bill for 2021. This brings the combined fiscal stimulus of the Trump […]
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The Insights Beat: Renew Your Insights-Driven Aspirations This Year

Srividya Sridharan April 5, 2021
After a brief hiatus, the Insights Beat blog series is back, where I will continue to feature and curate the latest research and thought leadership from our business insights, data, analytics, and AI research team. It’s been a fast start to the year, and there is so much amazing research that the team has published […]
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National Poetry Month And The Case For Whimsy In Security & Risk

Sandy Carielli April 5, 2021
We all need a bit of whimsy in our lives. This is not just an excuse for a whimsical blog post, though there is that. Whimsy and laughter build bridges. And in the security world, where empathy is a critical resource, whimsy can be a first and recurring step in connecting with the teams outside […]
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Introducing: Your New Loyalty Analyst And A Forrester Wave™ On Loyalty Solutions

Mary Pilecki April 5, 2021
Hi there! Mary Pilecki here, reintroducing myself as your Forrester analyst covering loyalty marketing. During the 10 years I’ve been at Forrester, I’ve worn a few different hats: financial services analyst, research director for our customer insights and B2C marketing teams, and, perhaps most importantly, unofficial “snack drawer fulfillment manager” back when we were still […]
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Blog

How To Make Sense Of Consumer Behavior After The Pandemic

Anjali Lai April 2, 2021
Here in New York City, COVID-19 vaccinations are opening to all residents ages 16 and up; the fluttering arrival of warmer weather and easing of restrictions are lifting spirits and drawing locals out to the parks and sidewalk restaurants. As the world gradually starts to recover, marketing leaders are asking a burning question: Are the […]
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Build Better Help-Desk Chatbots

William McKeon-White April 2, 2021
Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.
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How Innovation Can Make Your Firm More Resilient

Bernhard Schaffrik April 2, 2021
The firms that prove most resilient have innovation processes built into their culture and leverage adaptive technology platforms. Learn how you can do this at your firm.
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Don’t Let Pandemic-Driven Tech Decisions Impact Your Opportunity To Be Future Fit

Matthew Guarini April 2, 2021
After a period of scrambling many technology leaders are looking to get their technology strategy back on track. Here's how you can do it.
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A Human-Centered, Technology-Enabled Future

Christopher Gilchrist April 1, 2021
As I begin my career at Forrester, it seems proper to have my first blog introduce my coverage areas and how they interact, generate relevancy, and create value.  The nature, design, and performance of managed organizations is evolving to accommodate drastic advancements in technology. To put this into context, technology investment has increased. However, productivity has declined from these investments over […]
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The Four Themes That Dominated FinovateEurope 2021

Oliwia Berdak April 1, 2021
FinovateEurope 2020, which took place in Berlin in mid-February 2020, was one of my last big trips that year. It was also the first time I bought and liberally used hand sanitizer. Still, as events go, it was pretty “normal.” So I approached the digital edition of FinovateEurope 2021 with some curiosity. Would the energy […]
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Three Key CRM Trends In 2021 That Will Allow You To Better Engage Your Customers

Kate Leggett April 1, 2021
For a 30-year-old technology category, it is amazing to see the CRM (customer relationship management) industry continue to grow at a staggering rate. Why? Because CRM is at the heart of every business that wants to compete on customer experience. It enables companies to access 360-degree views of customers in real time to drive reliable, […]
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Blog

The Future Of Sales Compensation Is Insight-Driven

Seth Marrs March 31, 2021
Sales compensation plans have not kept up with the realities of how B2B sales are won. This will change as insights are increasingly folded into the compensation planning process.
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