Age of the Customer
Insights
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Please test your AI Agents. Like, at all.
Recently, there’s been some very public (and frankly very funny) AI Agent and bot failures. Like Chipotle’s assistant supporting codegen (since patched): Stop spending money on Claude Code. Chipotle’s support bot is free: : r/ClaudeCode And in a surreal fashion, Washington State’s callcenter hotline providing Spanish support by speaking English with a Spanish accent: Washington […]
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Rising Infrastructure Costs Aren’t A Blip — They’re A Reset
Over the past several months, I’ve gotten a sharp uptick in questions from infrastructure leaders trying to make sense of rising infrastructure costs. The questions are all variations of the same theme: What’s actually driving this? Is it temporary? And what — realistically — can we do about it? The short answer is that this […]
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Elevate The Digital Experience With Digital Insights
Digital leaders know that delivering great digital experiences requires more than dashboards and metrics. It requires understanding how customers behave, why they behave that way, and how to turn those insights into decisions that improve business and customer outcomes. In our recently published report, Elevate The Digital Experience With Digital Insights, we examine how organizations […]
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Email Service Providers Use AI To Inspire An Email Functionality Leap
The latest Forrester Wave™ on email marketing service providers finds that AI capabilities contribute to a significant leap forward in functionality.
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In Their Words: Why Executives Choose Forrester
Forrester has helped guide business leaders through every major technology shift of the past four decades — and AI is no exception. Learn how executives move faster, de-risk decisions, and win and serve clients better through our AI research and advice.
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I’m A CX Leader … Get Me Out Of Here!
We’re seeing a lot of people churn in organizations at the moment, from wholesale reorganizations to CX leaders swapping jobs. This might be a sign of a healthy job market, or maybe it’s a sign that some seasoned CX leaders are quietly wondering whether they’ve hit a ceiling and are moving sideways. Ever feel like […]
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Asia Pacific Tech Spending Will Grow 9.3% In 2026, But Inflation And Geopolitical Risk Will Erode Purchasing Power
Forrester forecasts that Asia Pacific tech spending will grow 9.3% in 2026, with the region spending over US$437 billion on new technology between 2026 and 2030. Growth is driven by software, services, communications equipment, and tech outsourcing, with computer equipment seeing the strongest category growth at 13.7%, fueled by hyperscaler investment in AI-optimized data centers. […]
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Make CX A Business Mandate In Financial Services
Many customer experience (CX) leaders struggle to get executive buy-in. A conversation about customer loyalty or a dashboard highlighting month-over-month channel performance just doesn’t have the sway because CX is not just about survey results or incremental improvements to channels or touchpoints — it is a primary lever for growth, trust, and long‑term competitiveness. The […]
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Oracle Embraces AI At JavaOne
If you couldn’t make it to NVIDIA GTC this year, you could still find plenty of AI at JavaOne. About 400 people attended the keynote in person, with more online. That keynote was called “Java for an AI World.” Oracle thinks Java is a great programming language for AI, and it claims its strength over […]
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Why IBM Paid $11B For Real-Time AI, Not Kafka
IBM just closed its $11 billion acquisition of Confluent on March 17, 2026, acquiring the data streaming platform that more than 6,500 enterprises — including 40% of the Fortune 500 — rely on to power real-time operations. Confluent was also named a Leader in The Forrester Wave™: Streaming Data Platforms, Q4 2025. The deal could […]
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Your Essential “Pack” To Select A Digital Analytics Solution: Start From Use Cases, End With Feature Comparison
When organizations set out to select a digital analytics vendor, the process often starts in a familiar place: comparing technology capabilities. Buyers naturally gravitate toward current offering and strategy comparisons to understand how vendors stack up feature by feature and where platforms are headed. This is exactly where The Forrester Wave™: Digital Analytics Solutions, Q3 […]
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Apparel And Footwear Brands Must Own Their Destinies To Survive
In the midst of disruption, the brands that will thrive are those that actively seize control of how consumers discover, evaluate, and buy their products.
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Geopolitical Volatility Has Become A Technology Leadership Test
Geopolitical volatility is testing and redefining technology leadership, demanding sharper trade-offs, stronger resilience, and faster decisions from CIOs and CISOs. Read guidance from our new research to help navigate these challenges.
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HIMSS26: A Shift From AI Optimism To Operational Reckoning
Healthcare is moving beyond fascination with AI and into a far more consequential phase. AI was everywhere at HIMSS26, but the conversation shifted decisively from promise to preparedness. Speakers, vendors, and attendees spent less time debating what is possible and more time confronting what is scalable, governable, and culturally sustainable. The most important signals were […]
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Your Employees Aren’t Ready For AI — And It’s A Problem
Forrester’s AIQ Reveals Severe Gaps In Employee Readiness For AI Employers aren’t successfully equipping their employees with the understanding, skills, and ethics to succeed in a world of AI. And it’s becoming a bottleneck that inhibits productivity and return on investment. We measure this with AIQ, Forrester’s artificial intelligence quotient, and we’ve got alarming new […]
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A Product Leader’s Roadmap To B2B Summit North America
The pressure is on product leaders to reimagine and reinvent for a new GTM reality. B2B Summit North America is designed to help you do just that. Here are the sessions and experiences you should prioritize.
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Virtual Event Platforms In 2026: The Live Event Is No Longer The Product
Questionnaire responses submitted by vendors for The Virtual Event Management Platforms Landscape, Q1 2026, show a clear transformation in the market. During (and following) the COVID-19 pandemic, vendors primarily focused their differentiation efforts on the ability to deliver. In 2026, buyers simply assume that this capability exists and competition has shifted to what platforms enable […]
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Banks Are Losing Their Place In Small Business Decisions — Here’s How To Reclaim It
Small businesses face more volatility than ever, yet banks are becoming less present at the moments when owners make critical financial choices. This growing gap is why relationship sovereignty in small business banking has become the defining challenge for 2026. Small business owners now rely on the platforms they use every day — accounting, payroll, […]
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Mastercard Makes Its Stablecoin Move: The BVNK Acquisition
Mastercard’s acquisition of BVNK seizes on the opportunity of stablecoins to disrupt cross-border payments. Learn what the move means for banks, card networks, payment fintechs, and B2B firms.
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Why Stripe’s Machine Payments Protocol Signals A Turning Point For Micropayments
For 30 years, micropayments failed for one reason: The payer was human. Humans hesitate; they abandon carts, resent friction, and perform mental accounting before every small transaction. The smartest engineers and best-funded companies in technology couldn’t engineer their way around human psychology — so they stopped trying. On March 18, 2026, that constraint disappeared. Stripe […]
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