Age of the Customer
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Turn AI Distrust Into Customer Trust — And Win The CX Future
Consumer use of AI is growing, yet their trust in it remains low. That gives organizations a unique opportunity.
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AI Search Will Crack The Foundation Of B2B Marketing’s Accountability Model
B2B marketers have long relied on engagement metrics to demonstrate marketing’s value. AI is making this practice untenable.
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Americans Feel Miserable. Why Do They Keep Spending?
Consumer confidence languishes near historic lows, surveys drip with despair, and media narratives fixate on fragility. And yet, consumers open their wallets, and corporate profits roll in. This is not a passing contradiction. It is the defining paradox of today’s “pessimism economy.” Our new research — Down But Not Out: Growth Strategies For The Pessimism […]
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Forrester’s Top 10 Emerging Technologies For 2026: Beyond Chat
In 2026, AI leaves the chat and enters the physical world. From layer zero experiences and robotics to multi‑agent systems and quantum computing, this year’s top emerging technologies reveal how AI is reshaping interaction, infrastructure, and the foundations of the future.
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Stop Pretending 2026 Will “Stabilize” — Continue To Build For Volatility
If marketing, CX, and digital leaders have learned anything in the past year, it’s mastering the art of finessing how to plan and execute — for growth! — under highly fluid conditions. Since we first published Forrester’s Leading Through Volatility series a year ago, consumer leaders have steered their organizations through rapid evolution across geopolitical events, technology (hello, agentic commerce and artificial general intelligence), role evolution (good to meet you, AI CMO), and consumer sentiment.
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The Forrester Wave™: Intranet Platforms, Q2 2026 — Our Evaluation Of 13 Key Vendors
The Forrester Wave™: Intranet Platforms, Q2 2026 published on April 9. I conducted an in-depth analysis of 13 vendors and evaluated their platforms across 28 criteria (which included 21 criteria for current offering and seven for strategy). This assessment resulted in four Leaders, six Strong Performers, and three Contenders. Here’s A Few Things That Jumped […]
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Agentic Prospecting: Seven Reasons The Hype Falls Short
The sales tech market is increasingly filled with a range of bold claims that autonomous AI agents can continuously monitor accounts, detect buying intent, trigger outreach, book meetings, and even influence deal progression with minimal human involvement. The promise is seductive: always-on digital sellers working every account, every minute of the day. But enterprise buyers […]
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Your Customer Advocates Are Not Your Crisis Communications Plan
Loyal customers can help in a crisis, but don’t make customer advocates your crisis communications plan.
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What Marketing Leaders Should Not Miss At CX Forum West
This year’s event dives deep into the convergence of brand experience, CX, and AI. Marketing leaders will gain new strategies, frameworks, and advice for earning loyalty and trust.
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What Marketing Leaders Should Not Miss At CX Forum East
This year’s event dives deep into the convergence of brand experience, CX, and AI. B2C marketing leaders will gain new strategies, frameworks, and advice for earning loyalty and trust.
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Why B2B Summit North America Is Built For Meaningful Connections
Discover how B2B Summit North America is designed for meaningful networking — from workshops and roundtables to wellness, Marketplace breaks, and evening events.
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Context Graphs Are A Convergence, Not An Invention
We’ve Been Building The Foundation For 40 Years A year ago, I wrote about the graphic future of IT management — IT management platforms converging on graph architectures to create a digital twin of the IT organization. The governance question I raised: Who owns this graph? Nine months later (December 2025), Foundation Capital declared that […]
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Agentic Payments In B2C Commerce: Where We Are Now
The state of agentic payments is evolving rapidly. This post summarizes five key developments and provides a timeline of critical announcements since November 2025.
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When Cyber Insurance Meets Cyber War, Coverage Becomes Conditional
For years, cyber insurance relied on generic war exclusions that rarely shaped enterprise decisions. That changed when NotPetya, a Russia‑linked attack, caused billions in collateral damage in a blast radius of unrelated but affected organizations and triggered prolonged legal battles over whether traditional war clauses applied to cyber events. The result was landmark settlements for […]
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OpenClaw Is Dead — Long Live OpenClaw
I didn’t wake up last Saturday morning planning to rethink my OpenClaw infrastructure and cost model. Then I got an email from Anthropic. It was short, polite, and to the point: Third‑party harnesses like OpenClaw would no longer be covered under my Claude Max subscription. Continued use would incur additional charges. Capacity constraints. Core products […]
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CISOs Have Plenty Of Work To Do In An AI-Driven Future
As AI becomes more embedded in fundamental business processes, organizations can no longer settle for “secure enough.” Learn how AI is redefining the CISO role — and actions that they can take today.
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The AI CIO Will Govern Outcomes At Scale
AI will redefine the CIO role from overseeing delivery to governing outcomes at scale. As autonomous systems turn intent into action, CIOs gain influence by setting decision rules, enforcing guardrails, and ensuring accountability across human and AI labor.
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Banks Are Leaving A Billion-Dollar SMB Segment On The Table
Banks believe they understand small business risk. They don’t — what they actually understand is paperwork. Every day, revenue‑generating small businesses are declined, downgraded, or quietly pushed away — not because they are unstable but because they don’t resemble the customers that banking systems were designed to recognize. Each rejection reinforces a costly illusion: that […]
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Bye Bye Birdie: The Rise And Fall Of Allbirds
Powered by purpose and buoyed by splashy marketing, it seemed destined for greatness. But economics and profitability always have the final word.
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