age of the customer

Enterprises have heard their employees’ calls for increased flexibility, and now more than 25% of US information workers work from home at least weekly. But with subpar technology solutions and little face-to-face interaction, home or remote workers end up frustrated and out of the loop. Video provides a platform to engage, train, and communicate effectively […]

The Dark Web Is Nothing Fancy; It’s Really Just A Different Series Of Protocols Commonly when surfing the web, Transport Layer Security (TLS) is the cryptographic protocol that provides confidentiality for your communication with the server. The green lock on your URL bar is an assurance, but not a guarantee, that you’re communicating confidentially with […]

To succeed in today’s federal government, leaders need to view the world by how their decisions impact the experience of the people and organizations they touch daily. These are your employees, your constituents, and your customers, and their experience is crucial to your ability to achieve mission goals. While customer experience (CX) is on the […]

I’m excited to share that our evaluation of data management platforms — “The Forrester Wave™: Data Management Platforms, Q2 2019” — is now live. In our 34-criterion evaluation, we identified the top seven DMP vendors — The ADEX, Adobe, Lotame, Neustar, Nielsen, Oracle, and Salesforce — and racked and stacked them on current offering, strategy, […]

Digital leaders tell us that they often struggle to find the right people with the right skills, and competition for elite talent is fierce. As their firms become more advanced in their digital journeys — embracing new technology and evolving their business models — the skills and talent they need to execute on that become […]

A few days ago, I delivered a Forrester webinar on external data: why you need it, how best to find it, and how to effectively buy it. Take a look at the replay: WEBINAR: Think You’re Doing Data Sourcing Right? Think Again The premise of the research (and the webinar) is as follows: Decision makers […]

(Jeremy Vale and Paolo Santamaria contributed to this post.) This month’s Insights Beat focuses on the latest research in our insights-driven playbook; showcases multiple data, analytics, and machine-learning vendor evaluations; and shines a light on B2B analytics techniques. Is Your Data Strategy Lacking? Time To Sound The Alarm In order to compete in the age of […]

It’s the summertime, and my daughters are home from school. During the day, this means it’s a constant struggle between them arguing about who is doing what or listening to them laugh at YouTube videos at the top of their lungs while I try to answer work calls as the dogs bark and fight inches […]

FTD Bankruptcy A Lesson For Long-Standing Brands: Don’t Rest On Your Laurels When century-old floral stalwart FTD filed for Chapter 11, it sent shivers through C-suites of venerable brands everywhere. In a growing market, this pioneer should have dominated. It has long offered eCommerce and delivery, features that competitive direct-to-consumer (DTC) upstarts now use to […]

Following in Hong Kong’s footsteps, Singapore’s regulator — the Monetary Authority of Singapore (MAS) — has confirmed that it is currently studying the possibility of issuing digital-only banking licenses to organizations with a nonbank parentage, which was first reported on May 7, 2019 by various news outlets. What makes this news interesting is that it […]

Academics to consultants are prognosticating on the future of work, picking winners and losers, often to the detriment of employees. Forrester’s data shows that job losses will reach 29% by 2030, and the creation of equivalent jobs will total only 13%. Job losses and gains dominate the headlines. Humanity remains at the center. The future-of-work […]

June is here, which means the start of beach days, barbecues, the longest day, and the beginning of summer! Not only is the weather getting warmer, but business and technology risks are also heating up. Our team’s research portfolio has also gotten a refresh: We released three highly anticipated Forrester Wave™ evaluations in the last […]

Salesforce’s acquisition of Tableau is no big surprise. Despite the massive price tag, it fits perfectly with the software-as-a-service giant’s ambition to become an insights-rich platform for all things customer. Watch this video to hear our take on what it means for customers. (I realize this video looks like it was shot from inside solitary […]

Salesforce announced today its intent to acquire Tableau Software. This move adds a robust data visualization and insights solution to its customer engagement portfolio. Unlike other acquisitions, Tableau will operate under its own brand post-acquisition. Tableau Software offers an enterprise business insights (BI) solution to access, combine, and cleanse data from disparate sources. It allows […]

Clients often ask us: How does the internet of things (IoT) or smart home technology affect my market and company? Arielle, Annalise, and I worked with a health insurer who asked us that question. That client work led to a new report, “Build A Connected Health Experience With Smart Home Devices.” We started by reviewing […]

On June 6, JPMorgan Chase announced it would be closing its digital-only bank Finn, a little under a year after it was launched. Digital banking is a tough business, and we’ve seen far more examples of failures than successes over the past two decades. The closure of Finn does bring up some important lessons for […]

The Benefits Of Design Thinking Are Quantifiable, And They’re Compelling By Ryan Hart (principal analyst, CX) and Benjamin Brown (senior consultant, Total Economic Impact) Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves increasingly under pressure to show the return […]

Marketers will run a portfolio of automation technologies; take an organized and intentional approach to this complex but crucial effort.

Before an organization undertakes any transformation, restructuring, or automation initiative, it needs to ask: What do our employees need to become so that they can thrive in an environment with more chaos and uncertainty? That’s because any change initiative creates fear, uncertainty, and doubt amidst your employees. Will I lose my job? Will I still […]