age of the customer
Can Emerging Technologies Turn The "Seamless Experience" Unicorn Into A Reality?
A few weeks ago, I opened my inbox to find an email from The New York Times telling me it had updated its homepage, saying it wanted to give its subscribers a “seamless experience: Whether you visit on your phone, tablet or computer, you’ll now see the same groups of stories across all of your […]
Join Us At Forrester's Annual CX Europe Forum November 13–14
Back in 2012, I attended Forrester’s CX Europe event for the first time — at the time, as a Forrester client. This November, six years later, I’m delighted that I’ll be hosting the event. Personally and professionally, hosting CX Europe 2018 falls under the category of BHAG (Big Hairy Audacious Goal). I can’t begin to tell you how excited […]
The 19 Essential Technologies Of Experience Design Are Ready For Prime Time
Companies are recognizing the difference that good experience design (XD) makes to winning and retaining customers. And experience design pros — the makers of these experiences, defining and refining them based on customer understanding — know that having the right technology in place can multiply their impact. We know this because my Forrester colleagues and I field […]
So What Is CX Strategy Anyway?
Talk to 10 different customer experience (CX) professionals, and you may get 10 different definitions of what a CX strategy is and what it does. One CX professional from a company with more than $65 billion of funds under management confided in us, “[When we started], we didn’t even know what a CX strategy was […]
Your Next Brand Crisis Is Just Around The Corner
Chipotle, Starbucks, Uber, Wells Fargo . . . the list of companies that have found themselves pounded by controversy is long — in fact, 50% of the Fortune 100 have had to deal with a crisis in the past three years. Check out this short overview of the new report Emily Collins and I coauthored . […]
Introducing The Consumer Tech Stack For Europe
In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts, he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […]
Health Insurers Must Improve Member Experience Now Or Be Replaced
Improve Your Member Experience Now Or Be Replaced Oscar Health is leading with a customer-centric business model and using technology to transform the future of health insurance. Alphabet’s continued investment in Oscar Health follows recent profit announcements from Oscar, firing a second warning shot to insurers. As Oscar shifts its focus to new populations, including Medicare […]
Through The Looking Glass: Join Us At Forrester's CX Singapore 2018 Forum
“Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that!” — the Red Queen, Through The Looking-Glass I was reminded of this quote from Lewis Carroll’s book when analyzing the results […]
Can Creative Entrepreneurialism Save The Agency Business Model?
Jay Pattisall, Keith Johnston, and I have been probing the reasons behind the financial woes of agency holding companies such as MDC Partners, Publicis Groupe, and WPP. What’s going on? Why is the agency holding company business model struggling while consultancies like Accenture and Deloitte see their experience agency revenues soar? What has changed? It would […]
Five Ways To Plan For B2B Journey Mapping Success
Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and marketing leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys.” The most common question we receive from executives is, “How do I ensure the journey mapping process is actionable and aligned […]
Security Is Embracing Zero Trust; Get Your Federal Team In Sync
Historically, industry is more forward-leaning than government when it comes to innovation — at least at the unclassified level. But unlike most industries, the US government is driving the cybersecurity market and has been for almost the last decade. Federal fingerprints are everywhere: Where did cybercompliance start? Where did the first frameworks for cyber operations originate? […]
Walmart Is Currently The World's Largest Retailer, But Alibaba And Amazon Are Closing In
Global B2C eCommerce grew by 10% in 2017 to reach US$1.8 trillion, driven by online sales from brick-and-mortar stores and marketplaces. Marketplaces Grow Their Share Of eCommerce Fifty-six percent of global B2C eCommerce occurred via marketplaces in 2017. As Amazon’s latest earnings report highlights, global retail marketplace performance is strong and isn’t showing signs of […]
Bad CX Surveys? Not With This Checklist!
CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words “CX,” “survey,” and “fail” into a Twitter search . . . But this is no laughing matter if you are in a CX role. Bad […]
Every Company Needs An SEO Platform
Who’d have thought that in 2018 we would be publishing a Forrester Wave™ evaluation on SEO platforms? Honestly, even I’m a bit surprised. We published this Wave because we have seen a rising number of inquiries from Forrester’s clients about SEO and how to improve their websites for searchers. A pivotal part to any enterprise […]
Join Us At Forrester's Privacy & Security 2018 Forum
Those of us who care about cybersecurity and privacy are a special breed. As long as these disciplines have been around, technologies have gotten more complex, threats have gotten more dangerous, and expectations have skyrocketed. Yet we have not simply persevered; we are now guiding top executives and policymakers to think differently about business models […]
"The Forrester Wave™: Omnichannel Functional Test Automation Tools, Q3 2018" Is Out
See why the 15 providers selected matter most and how they stack up in our 2018 Forrester Wave™. In our 26-criteria evaluation of omnichannel functional test automation (OFTA) providers, we identified the 15 most significant ones — Conformiq, Eggplant, Experitest, IBM, Micro Focus Silk, Micro Focus UFT, LogiGear, Microsoft, Parasoft, Perfecto, Ranorex, Sauce Labs, SmartBear Software, […]
Unify Your Marketing Performance Measurement Approaches
Embracing change is such an important piece of life. Whether it is taking a new job, moving to a new community, or experiencing a new culture, change can enrich your life, even though it means overcoming the discomfort of leaving familiar ways behind. B2C marketers have embraced many changes in the media and in consumer […]
The AI Revolution In CX Measurement
Let’s face it, most CX measurement programs could use a revolution — AI or otherwise. Because CX measurement programs are: Crumbling. CX measurement relies too much on surveys. But transactional surveys capture only between 2% and 7.5% of interactions. And survey response rates are declining (not surprising, because firms flood customers with CX surveys that feel like […]
Cisco Purchases Duo Security For $2.3 Billion
Today, Cisco announced that it has acquired Ann Arbor, Michigan/California-based Duo Security for $2.35 billion in cash. Founded in 2010, Duo Security has been growing rapidly over the last few years with its multifactor authentication (MFA) offering and has raised over $120 million in venture financing to date. Based on Forrester’s estimates of Duo Security’s […]
So What Makes Our B2B Marketing & Sales Forum So Special?
If you are like many marketing or sales leaders we work with, there are two things you struggle to find time to do: Invest time in your own development. Attend conferences that relate more to your practice than your product. I know that was the case for me before I reentered the advisory world a […]