Age of the Customer
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The Big Bill Is Now Law: What Healthcare Leaders Need To Know
The One Big Beautiful Bill Act will reshape healthcare for years to come. While it presents challenges, especially for vulnerable populations, it also opens the door to efficiency and new market opportunities. Healthcare organizations (HCOs) must act now to develop strategies that protect their business and their customers. Sweeping Changes For The Healthcare Industry As […]
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How Yves Rocher Integrates Sustainability Into Its Business
After studying for a certificate in business sustainability management from the Cambridge Institute for Sustainability Leadership, I pivoted part of my research at Forrester to the intersection of marketing, AI innovation, and environmental sustainability. Back in 2021, I interviewed dozens of leaders about sustainability disruption and how to transform their business. I interviewed Guy Flament, […]
What It Means: A Forrester Podcast
New format. New topics. Same trusted insights from Forrester analysts.
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LumApps And Beekeeper Come Together To Deliver An “AI-Powered Employee Hub”
On July 2, 2025, intranet provider LumApps announced that it will merge with the Swiss-headquartered frontline employee app vendor Beekeeper. The new combined company is backed by the private equity group Bridgepoint, which had already acquired a majority stake in LumApps in 2024. The combined company has a valuation of over $1 billion. A more […]
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The Global Digital Identity Waltz: Who Will Lead The Dance Of Trust?
Digital identity, once a dream for seamless global authentication and verification, now fragments along geopolitical fault lines. European companies are tightening ranks and forming alliances. China is sharpening its grip with a view to consumer protection and digital dominance. The US is retreating from federal coordination, citing risks from fraud and abuse. The battle for […]
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Navigate The DXP Revolution For Impact With The New Executive Guide For Digital Experience Platforms
We’re seeing some wildly exciting things happening with digital experience platforms (DXPs) that present both opportunities and significant challenges for modern enterprises. They are becoming the backbone of how we connect with customers. To harness these exciting possibilities, technology and business leaders must move beyond just knowing about the trends and instead translate and mold […]
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Dell Tech World 2025: AI’s Model T Moment?
Find out why Dell’s founder believes that this is AI’s “Model T moment” and that Dell is positioned to be the Ford of the AI era.
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M-Files Embeds Itself More Deeply Into The Microsoft Ecosystem
Find out how M-Files’ deepening of its partnership with Microsoft will impact customers and the overall enterprise content management market.
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What’s Hot For Enterprise Fraud Management In APAC In 2025
As AI-driven threats increase across the APAC region, so do enterprise fraud management technologies. Find out what fraud management professionals in APAC should pay attention to when evaluating solutions and vendors.
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Your Zero Trust Strategy Needs An Adversarial Perspective
As IT environments become more complex and alert fatigue grows, the solution isn’t more controls — it’s systematic testing through an attacker’s lens. Find out how your Zero Trust strategy can benefit from this approach in this preview of a new report.
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What International Customers Should Know About Microsoft’s Sovereign Cloud Offerings
Given the increasingly volatile geopolitical environment, Microsoft customers are requesting more details on the company’s digital sovereignty posture. Consequently, Microsoft has now updated its sovereign cloud offerings to include details for Sovereign Public Cloud, Sovereign Private Cloud, and National Partner Cloud. Find out what this means and how it may impact your strategy in this post.
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Parting Lessons From CX Summit North America To Help You Deliver The Total Experience
As another CX Summit North America draws to a close, it’s time to get to work. Use these takeaways to help you create your action plan for transforming the experiences you offer.
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Pause Innovation Now And Pay The Price Later: Why AI Readiness Can’t Wait
Even as volatility abounds, business and technology leaders must stay laser-focused on building a strong AI foundation. The first blog in our new quarterly Bold Stances series offers some guidance.
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Ask Again Later? No Thanks — The Future Of Customer Success Is Now
It’s no longer about customer happiness or satisfaction — it’s about anticipating needs, enabling value, and fostering long-term growth. Learn about the smarter, more strategic approaches CS teams should embrace.
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Six Ways That Prime Fuels Amazon’s Retail Growth
Forrester’s Jitender Miglani outlines the six investments that Amazon is making to enhance its retail offerings.
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US Banks’ Total Experience: Brand Promises Fall Short, And CX Is Declining
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score rankings for 25 US banks reveal that banks’ brand promises aren’t resonating and that CX has declined. So what’s going wrong, and which banks are getting it right? What Is Forrester’s […]
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The Future Of Healthcare Is In The Cloud
Cloud is transforming healthcare by enabling smarter, faster, and more secure care delivery — but challenges such as security, interoperability, and clinician burnout still demand bold innovation.
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US Health Insurers’ Total Experience Fails To Impress
Before diving into the highlights of this year’s study, The US Health Insurers Experience Metrics Rankings, 2025, let’s first set some context. Since 2016, Forrester has been tracking the quality of brands’ customer experience (CX), using the Customer Experience Index (CX Index™), which links customers’ perceptions of CX quality to loyalty. This year, we are […]
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AI Race: Can Huawei Close The AI Gap?
Huawei Just Raised The Stakes For those just tuning in, NVIDIA has been driving much of the AI infrastructure conversation. Huawei has been, not so loudly, building its own AI stack, right from the silicon to systems to AI models. CloudMatrix ups Huawei’s play in the market considerably. The CloudMatrix-Infer system is no ordinary cluster. […]
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Customer Experience Quality In The US Falls To An(other) All-Time Low
While persistent challenges plague CX in North America, EMEA offered some bright spots. Learn about this year’s Customer Experience Index (CX Index™) scores and the lessons they hold for brands.
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Telecom Costs Are Creeping Up — Here’s How To Push Back
Despite years of investment in optimization tools and network modernization, many firms are still seeing their telecom bills rise. Find out what's behind this uptick and how to manage it in this preview of a new report.
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