Age of the Customer

This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating skills. That’s not an indictment; it’s a sign the company has a clear strategy for its creativity offerings and is sticking to it. Adobe Creative Cloud has posted impressive results during the pandemic, […]

My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices would be helpful in informing diagnoses, monitoring, ensuring compliance of treatment plans, and running clinical trials. We’re building a body of research, but we’ve decided to share a few things along the way. The Philips […]

The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but will move beyond them.

The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.

The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.

Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Something new and different. Learn why in our customer insights predictions for 2021.

In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead. Read what we predict for retail in 2021.

公司依靠员工提供高质量的客户体验（CX）；员工依赖于公司所提供的工具和制定的流程帮助他们更有效地为客户服务。但这实践起来非常有挑战，因为公司需要进行组织、管理和技术上的一系列变革。这篇报告分析了CX专业人士如何制定相应的一套流程，赋能员工，帮助他们提供符合公司预期的客户体验。该篇为报告系列的第四篇最后一篇，点击“阅读更多”了解具体内容。

Get a deep-dive on Forrester's prediction that cloud computing will help companies around the world accelerate pandemic recovery in 2021.

After an unpredictable 2020, next year will still be a year of uncertainty and change. Despite this uncertainty, Europe will maintain a clear commitment to data protection. As communities, consumers, and businesses leave the pandemic behind, they will embrace a new normal. In Europe, three trends related to data protection will emerge: Regulatory activity will […]

Escalating tensions will influence consumer behavior in 2021 as we move beyond crisis mode and see the new patterns forged from the current crisis. Read our consumer predictions for 2021.

Technology transformation is a fundamental lever to change the working of government overall.

In 2021, we predict CIOs will act more locally when it comes to tech selection and develop better employee experiences. Learn more in our 2021 CIO predictions.

It has never been more important for organizations to anticipate change, strengthen resilience, and become truly customer obsessed. Heading into 2021, technology — both new and existing — will help firms achieve these aims and emerge from the crisis on sound footing.

In 2021, we expect to see an obvious separation of CMOs who are leaders -- those who recognize that 2020 launched a new chapter for the way commerce works, from CMOs who are outdated -- those content to run promotions, sales support or media buying teams.  Companies without a CMO leader won't survive. 

Every autumn, Forrester looks ahead to predict the major consumer, business, and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of any of these trends slowing down. How, then, should European consumer […]

Every autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year. It’s that time again now. The art of prediction isn’t new, and as Europeans, we’ve excelled in it for centuries. Millenia even. Kings and queens, chieftains and war leaders would consult the wise, hoping for […]

In 2020, for the first time in more than five years, we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (CX Index™), which measures how successfully a company delivers customer experiences that create and sustain loyalty. But even as these digital leaders begin to pull away, the mainstream banks […]

In 2021, European manufacturers will leverage emerging technology to accelerate the digital transformation efforts.