Age of the Customer

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 […]

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.

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.

Learn the three tactics your organization can use to shift from technology supporting business value to technology shaping business value.

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, […]

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 […]

Learn how dynamic guided selling gives sales teams a competitive edge — and join us at this year's B2B Summit to go deeper.

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 […]

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 […]

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 […]

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 […]

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 […]

Chatbots haven't lived up to their promise. Learn the the three common missteps firms make in rolling out their chatbot initiatives.

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.

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.

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 […]

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 […]

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, […]

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.