age of the customer

Insights

BLOG

Money For Nothin' And Stocks For Free

Vijay Raghavan September 25, 2018
JPMorgan enters the retail investing price war.
Read More
BLOG

Disruptive Innovation: Enterprise Success Stories

James Staten September 24, 2018
As I’ve reported, the degree of tech-driven market disruption has never been a higher priority for every company, across every industry, than it is today. Thanks to rapidly evolving emerging technologies such as AI/ML, IoT, and blockchain, as well as the megacloud vendors who offer priced-per-hour access to tech innovation chains, everyone now has the ability to craft new […]
Read More
BLOG

Wanted: Fintech Expert

Oliwia Berdak September 19, 2018
Financial services firms are on the hunt. They’re hunting unicorns. As firms like Revolut and TransferWise attain valuations of $1 billion or more, the pressure to find the Stripes of this world before their value skyrockets has never been stronger. But it’s not just the unicorns that firms are hunting. They’re also chasing the wolpertinger. […]
Read More
BLOG

And Now . . . Presenting The 2018 ESM Forrester Wave™!

Charles Betz September 17, 2018
The 2018 Enterprise Service Management Wave is out! Take IT Service Management, add the Age of the Customer, stir in some Employee Experience and a healthy dose of low/no-code platform, and voilà! Enterprise Service Management! Or if you prefer a more traditional description, we define Enterprise Service Management (ESM) as: Extending IT service management capabilities […]
Read More
BLOG

Join Us At Forrester's Financial Services Summit 2018 In Mumbai On October 10

Ashutosh Sharma September 14, 2018
Jane Austen once said that her idea of good company is clever, well-informed people who have a great deal of conversation. With this delightful idea in mind, I request the pleasure of your company at the second edition of Forrester’s Financial Services Summit in Mumbai on October 10. As the host, I promise you great […]
Read More
BLOG

Design, Data Science, And The Algorithms That Run Our Lives

Andrew Hogan September 13, 2018
We encounter algorithms every day in many different experiences — from YouTube to Facebook to Uber. Personalization and individualization (impossible to do without algorithms) are hailed as keys to the experiences of the future and form the centerpiece of the very best and most seamless experiences. And computing capabilities and services make this more common and […]
Read More
BLOG

Join Us To Learn How To Embrace Privacy And Set Your Firm Apart In Your Customers' Eyes

Enza Iannopollo September 12, 2018
We know it: Customers are increasingly demanding protection for and control over their data. Firms that meet and exceed these expectations are recognizing and treating privacy as a value; they’ve successfully created a business reputation for privacy and security and thus inspire customer trust. As a result, their customers are more likely to choose to […]
Read More
BLOG

The Research You Need To Overcome Seams In Experiences

Kelly Price September 11, 2018
Seamlessness is quite the buzzword these days. It seems that brands of all shapes and sizes are vying to achieve it — from cars, to shopping, to payments, to even “co-living” communities, the storied “seamless” experience seems to be everywhere. But are the experiences that we think are seamless in fact delivering superior experiences? Many firms […]
Read More
BLOG

The Research You Need To Overcome Seams In Experiences

Kelly Price September 11, 2018
Seamlessness is quite the buzzword these days. It seems that brands of all shapes and sizes are vying to achieve it — from cars, to shopping, to payments, to even “co-living” communities, the storied “seamless” experience seems to be everywhere. But are the experiences that we think are seamless in fact delivering superior experiences? Many firms […]
Read More
BLOG

Five Things We Learned About The Untapped Potential Of Loyalty Programs To Improve CX

Samuel Stern September 10, 2018
In Episode 154 of The CX Cast (subscribe!), we were excited to have our colleague, Principal Analyst Emily Collins, join us to talk about loyalty programs and their influence on customer experience. Here are five things I learned during our conversation:  Airlines started it. Loyalty programs started 30-plus years ago in the airline industry as a reaction to deregulation. Without strict […]
Read More
BLOG

Agile Processes Can Transform Companies From Unexpected Places: The VGZ Success Story

Richard Sawhney September 7, 2018
In today’s fast-paced world, you’d be hard-pressed to find an IT shop that isn’t at least experimenting with Agile. The pressure for IT to accelerate and innovate faster than ever before is real. But it’s not just IT that is feeling the heat. In most firms, every leader in every function is under pressure to […]
Read More
BLOG

Fourteen Hacks For Your CX Business Case

Maxie Schmidt September 5, 2018
Eighty-six percent of CX professionals we recently surveyed say that the ROI of CX isn’t well established in their firm. Yikes! To be fair, building a CX business case can be hard. And even when you’ve built one, you may discover that it’s not compelling enough and therefore you miss out on the funding you […]
Read More
BLOG

Have We Nailed It, Or Do We Still Need To Talk About Security Communications?

Jinan Budge September 3, 2018
In 2011, I published a report titled “How To Market Security To Gain Influence And Secure Budget.” I am now going through the process of refreshing this report, and it got me thinking: What has changed in the space of security communications and influence since 2011? Do I still need to write about the importance […]
Read More
BLOG

Can Emerging Technologies Turn The "Seamless Experience" Unicorn Into A Reality?

Jennifer Wise August 30, 2018
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 […]
Read More
BLOG

Join Us At Forrester's Annual CX Europe Forum November 13–14

Joana van den Brink-Quintanilha August 29, 2018
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 […]
Read More
BLOG

The 19 Essential Technologies Of Experience Design Are Ready For Prime Time

Jennifer Wise August 29, 2018
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 […]
Read More
BLOG

So What Is CX Strategy Anyway?

Ryan Hart August 27, 2018
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 […]
Read More
BLOG

Your Next Brand Crisis Is Just Around The Corner

Jim Nail August 23, 2018
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 . […]
Read More
BLOG

Introducing The Consumer Tech Stack For Europe

Reineke Reitsma August 23, 2018
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 […]
Read More
BLOG

Health Insurers Must Improve Member Experience Now Or Be Replaced

Arielle Trzcinski August 21, 2018
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 […]
Read More