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What Is The ROI Of Digital Transformation In Insurance?

Zhi Ying Barry 39 mins ago
I work with digital execs at global insurance firms that are in the throes of digital transformation. And one of the top inquiries that I’ve received from our insurance clients is: what is the ROI of digital transformation? The time has come for insurers to take a hard look at their digital investments to date. […]
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A CISO’s Guide To Leading Change

Jinan Budge 12 hours ago
Everyone I’m speaking to in security at the moment is going through some kind of an uplift, a transformation, or a major program of works (e.g., Zero Trust). As someone who’s had to kick off and lead large transformation in large bureaucratic organizations, I know exactly the challenges involved. They are mostly internal and political […]
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

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Use Our Latest Forrester Wave™ To Pick The Best Vendors For Marketing Measurement And Optimization

Tina Moffett 13 hours ago

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With Good Foundations, Augmented Reality Offers A Great Way To Engage With IoT Data

Paul Miller 18 hours ago
Augmented reality (AR) and the internet of things (IoT) — in principle, these two hot technologies are a great match, with data streaming from IoT-connected machines to be used by AR-wielding engineers on the factory floor. My latest report, “Combine Augmented And Mixed Reality With IoT To Deliver Insight At The Point Of Need,” began […]
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Great Product Experiences Start With Great Product Data

Amanda LeClair 18 hours ago
Product information management (PIM) tools help marketing and product teams ingest, enrich, and distribute product data — but the functional description sells the full value of PIM short. The mandate to support product experience continues to grow in prominence within the PIM world. By now, most people in the field nod along at variations of […]
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The F5 Acquisition Of Shape Security: An Insider’s View

David Holmes 24 hours ago
David Holmes formerly worked for both F5 Networks and Shape Security. The F5 Networks acquisition of Shape Security marked the third time in a year that a web application firewall (WAF) vendor purchased a bot management solution, as fellow Forrester analyst Sandy Carielli noted in her blog (The WAF-Bot Management Acquisition Waltz). The other two […]
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NRF 2020: Robotics Realize Real-Time Retail

George Lawrie 2 days ago
I’ve just returned from NRF 2020. There were more than 40,000 attendees and 800 exhibitors from 99 countries. They showed how to deliver real-time retail, applying technology to win, serve, and retain the most demanding retail customers. This year, the emphasis was more than ever on boosting supply chain responsiveness to anticipate customers’ latent demand. […]
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

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Google Takes Aim At Third-Party Cookies — Here’s Our Take

Joanna O'Connell 5 days ago

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The Best And Worst Of Branding In 2019

Dipanjan Chatterjee 5 days ago
Three brands that shined and three that lost some luster in 2019, along with what to look for in 2020.
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The Three Megatrends For Customer Service In 2020

Kate Leggett 6 days ago
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
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The Future Of Contact Center Work: How To Source New Agent Talent

Kate Leggett January 14, 2020
As AI and automation infuse the contact center, the role of the agent is changing. Contact centers are already seeing: Agents losing their jobs. Modern self-service technologies are giving customers the ability to find answers to frequently asked questions and to resolve simple issues. This takes away the routine work of generalists and tier 1 […]
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Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy

Abhijit Sunil January 14, 2020
Evaluating a vendor's go-to-market strategy can provide some key insights for technology buyers.
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Real-Time CX

It’s a reality. Discover the new FeedbackNow.

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Five Consumer Lessons From The 2010s: No. 5

Anjali Lai January 14, 2020
This is the fifth and final entry in a short blog series highlighting lessons about consumer behavior and attitude to take away from the previous decade. Here, you can find the first, second, third, and fourth posts. I close by emphasizing an age-old, fundamental human truth that takes on renewed significance given the latest shifts […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski January 13, 2020
AI, Privacy, And Transparency Dominate The Marketing Discussion At CES 2020 Rather than trolling the floor of the more than 4,400 exhibits at this year’s Consumer Electronics Show (CES) looking for the technology of the future, Jay Pattisall tried something different: listening to the conversations of marketers and agency executives for hot issues. Artificial intelligence […]
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CES 2020: Key Takeaways For Retailers

Jennifer Wise January 13, 2020
At last week’s CES event, I saw the latest and greatest advancements that will make TVs better and digital humans a reality. But my real focus: What changes will impact the retail industry? The headline: AI + computer vision + robotics = easier and more personalized customer experiences and the chance for companies to keep […]
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Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue

Maxie Schmidt January 13, 2020
Want To Know The $ Value Of Improving CX By One Point? We calculated it for you — at least if you are in one of the 15 industries that our new report “How Customer Experience Drives Business Growth, 2019” features. And if you aren’t, check out how we calculated the upside of CX (see […]
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Five Consumer Lessons From The 2010s: No. 4

Anjali Lai January 13, 2020
In the last decade, the term “boycott” pulsed through global consumer chatter and search queries. Whether consumers were talking about sneakers, seltzer, or the Academy Awards, the frequency of the word “boycott” spiked to some of the highest levels since the early 2000s. It’s tempting to assume that consumer activism will subside as swiftly as […]
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The Future Of Work

Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.

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Five Consumer Lessons From The 2010s: No. 3

Anjali Lai January 12, 2020
Today I present the third of five key consumers lessons to take away from the 2010s. You can find the previous two here and here. Ten years ago, a wave of demonstrations and protests in the Middle East reshaped our understanding of social media’s influence; the Arab Spring turned up the volume on debate about […]
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Five Consumer Lessons From The 2010s: No. 2

Anjali Lai January 10, 2020
This is the second installment in a series of five blog posts highlighting important lessons about consumer behavior and attitude that emerged from the past decade. If a retrospective look on the 2010s conjures feelings of uncertainty, peering through the lens of legacy brand leaders only dramatizes the sense of instability as the volume and […]
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Five Consumer Lessons From The 2010s: No. 1

Anjali Lai January 9, 2020
There’s no better time to examine the past and future than when crossing the threshold of a new year and decade. During this time of thoughtful retrospection, it’s easy to exaggerate how dramatically the world has changed, thanks to cognitive bias. But certain changes are undeniable — after all, we entered 2010 at a time […]
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