age of the customer

I have just published a post sharing some of our marketing predictions for 2020. It made me realize that Forrester no longer publishes dedicated “mobile” predictions. Why? Because mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere. However, many brands wrongly think they have ticked the mobile box […]

In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam. It is always interesting to challenge clients on some of their assumptions, discuss what trends will accelerate next year, or be challenged on some of the bold […]

2019 was a record-breaking year for post-Thanksgiving sales. Learn how retailers worked to attract customers on Cyber Monday — and what opportunities remain.

For data science practitioners, machine learning developers or insights-driven business leaders, here are the key announcements from Amazon's AWS re:invent 2019 show that you should care about.

The purchase may signal a shift toward more thoughtful and better differentiated approaches to B2B content.

Nearly three dozen insurance decision makers and solutions partners told us how they plan to prioritize their tech investments next year.

Legacy suites and platforms have reinvented themselves, and a new component-based model has entered the ring. Gone are the days of take-it-or-leave-it, prefab, legacy commerce suites and isolated, minimally integrated platforms. As we’ve seen business models adapt to rapidly shifting customer needs and expectations, retailers’ demands of their commerce technology models have evolved at the […]

LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will strengthen its presence in the US market and position in the jewelry category. For Tiffany & Co., it presents an opportunity to […]

There’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that executives like in good times and love in bad times: cost savings.

Learn how to build a broader data and analytics community in your organization by identifying "friends of data and analytics.”

Every few years, we round up examples of customer experience (CX) champions (or “ambassadors”) programs: programs that enable CX teams to broaden their reach by training employees or leaders in CX best practices and/or formalizing their roles in CX project implementation. This year, we cast a wide net to capture programs that placed differing focus […]

The largest-ever deal in the luxury sector will strengthen LVMH's position in the US and help revive the jeweler's flagging fortunes.

Retailers: It's too late to launch new in-store features or redesign your site, but you can still prepare to avoid and recover from common holiday CX mishaps.

A distributed denial of service attack can turn a retailer's holiday season from merry to miserable. Learn how to protect yourself.

On Friday, November 22, European private credit firm Kartesia announced the acquisition of Richardson, a North American sales training company. Kartesia will merge Richardson with Sales Performance International (SPI), a European sales training and transformation company that it has owned since 2017. SPI and Richardson will soon operate as a single full-service global sales training […]

Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.

Principal Analyst Emily Collins shares three ways retailers can offer real value to shoppers.

Dreamforce: Industry Confab, Cultural Event, Or Populist Movement? We walked as pilgrims to the Golden Gate to wander the forests of Howard Street and Moscone Center and drink from the fountain Dreamforce. There, we mingled — herded, really, by guides dressed as National Park Service rangers — with executives in snappy blazers and Trailblazers representing […]