age of the customer

Expanding your eCommerce offering to new global markets is daunting. The key to success: creating a strategic plan tailored to your unique business needs in addition to the market conditions. My report, “Create Your Global eCommerce Road Map,” is here to help. Digital business professionals must build a strategic road map for their global eCommerce […]

The Brexit day is approaching fast, but there is no certainty as to whether or not the UK’s departure from the EU will be accompanied by a withdrawal agreement — or not. Data protection is just one of the many areas that will be affected by Brexit. And under a no-deal scenario, the impact of […]

Employees’ Advocacy Boosts Your Content And Customer Interactions While trust in brands has dwindled, B2B buyers hold those same brands’ employees in high regard as authentic and compelling sources of information. And they want to engage with them. In our new research, “Mobilized Employees Engage Buyers With A Trusted Voice,” Matthew Camuso and I explored […]

Even cybersecurity experts can get fooled. Read this cautionary tale of a time when a security and risk expert almost got hacked.

The hype around robotic process automation (RPA) continues unabated, as does the hypergrowth. I am happy to announce the availability of the first-ever Forrester Wave™ evaluation of RPA services. Forrester clients can read the report here. The RPA market has shown some interesting trends of late: As Craig Le Clair and I established earlier this […]

The California Attorney General just Published CCPA rules, and they're clear as mud.

The digital twin is not a new idea. But growing enthusiasm for connecting machines to the internet of things (IoT), and for delivering services instead of only selling products, mean that the digital twin is becoming relevant to a broader audience.

Two weeks ago, I attended Alibaba Cloud’s Apsara Conference 2019 in Hangzhou, China. I gained new insight into how Alibaba is going to further strengthen and expand its already powerful ecosystem; cloud will play a key role in its updated platform business strategies. Please check out my insights in this video:

Our team is busy gearing up for the Data Strategy & Insights 2019 Forum in about three weeks. My co-RD Gene Leganza and I are having some great speaker prep conversations, and we’ve been lucky to get a sneak peek into how these industry speakers are making an impact in their organizations by leading the […]

Read the latest Forrester Wave™ on the Enterprise Service Management (ESM) market and the three things I&O professionals should look for in an ESM provider.

If you attended Dell Technologies World in May in Las Vegas, you’ll remember a unique moment during that event when Michael Dell, Pat Gelsinger, and Satya Nadella all joined each other on stage to describe some of the new ways their companies are working together to deliver end user computing tech to their customers. While […]

To better manage the use of automation across the enterprise, more organizations are implementing automation strike teams. Find out why.

We can’t predict whether Brexit will really happen on October 31 and whether a deal will be concluded or not. However, we do now know that we are likely to leave with a withdrawal agreement that affects security at the institutional level. Read our three primary areas of concern for CISOs.

SAP’s CEO Bill McDermott will resign and be replaced him with co-CEOs Jennifer Morgan and Christian Klein. Get a detailed analysis of this news from Forrester's Liz Herbert.

Data and analytics expertise of all kinds is getting tougher to find and retain. Get advice for recruiting and retaining data and analytics professionals.

Cybersecurity strategy is on the agenda of most boardrooms and the pressure is on for CISOs. Get 6 tips for Cybersecurity Awareness Month.

Are you trying to understand how much value you deliver to customers? In my research on value for customer I came across an interesting method, called Potential Gain In Value (PGV). I want to share it with you because PGV gives you a simple way to approximate the value delivered. And it helps you prioritize your CX […]

In a brand-new stream of research, VP and principal analyst James Staten and I will be taking a close look at open source software (OSS) as a strategy for modern businesses. We are seeking your help on answering a few burning questions related to our initial upcoming report, “The Case For An Open Source Strategy,” […]

Healthcare organizations, vendors, and practitioners: Help us understand the technologies that enable differentiated customer experiences.