digital business
Digital business is mandatory for every firm. But is your digital presence a growth driver or merely table stakes? Learn how to truly harness what digital has to offer.
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In The AI Era, Banks Need Dynamic Platforms — Results From The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026
To compete for customers and grow profitably, banks need the ability to adjust as much and as fast as required at any given moment. Leading digital banking engagement platforms (DBEPs) make that possible. My new report, The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026, reveals insights about the current AI and technology landscape in […]
Blog
Beyond Chatbots: Designing Conversational Banking Experiences That Scale
Learn how banks can scale conversational experiences at CX Summit EMEA 2026.
AI Access: For Every Role. And Every Decision.
AI Access democratizes decision-making. With AI-powered access to Forrester’s insights, data, and advice, every team member — from early-career pros to senior leadership — moves with confidence, speed, and clarity. Equip your organization to take action fast.
Blog
What The History Of Ad Agencies Tells Us About CMO Power: Order-Takers To Strategic Partners — And Back Again
A Love Story Older Than Television The tension between CMOs and advertising agencies didn’t start with AI, procurement, or any media disruption. And history makes one thing clear: Agencies only gain power when CMOs don’t — or can’t — fully exercise theirs. It’s embedded in the very origin of the advertising agency itself. To understand […]
Blog
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.
Blog
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.
Blog
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 […]
Blog
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.
Explore Forrester AI Access For Faster, Smarter Decisions
Forrester AI Access delivers clear, credible answers from proprietary research, reports, and data — helping teams validate direction and plan next steps with confidence.
Blog
Beware The Magical Two-Person, $1 Billion AI-Driven Startup
Recent news stories are a reminder to evaluate AI "miracles" with a dose of healthy skepticism.
Webinar
From Experience Scores To Revenue Impact: A Total Experience Playbook For Growth Webinar
Learn how Forrester’s total experience model elevates brand and CX strategy by revealing the drivers behind acquisition, retention, and revenue. Join the live webinar on May 12.
Blog
How CommBank Blends Customer, Digital, And AI Leadership
Cowritten with Janis Teo, senior research associate Five months ago, I published a blog post about banking’s new power role, the chief digital, data, and AI officer, an executive mandate designed not just for a simple consolidation for efficiency but to unify digital, data, and AI around a single strategic vision for growth, decision-making, and […]
Blog
CMOs’ “AI Creative Leap”: From Making Ads To Designing Meaning
As AI absorbs execution at scale, creativity returns to its highest value. The brands that win will automate production while doubling down on insight, narrative, and the judgment that protects meaning.
Blog
Agentic Commerce-Era Lessons From Social Commerce And Digital Ad Channels
Before diving into agentic commerce, take stock of four lessons that social commerce taught us to make wise decisions today.
Build The Experiences AI Can’t
Purchase tickets for CX Forum East or West by June 12, and get two complimentary Forrester research reports on AI, trust, and customer experience — free with your ticket.
Blog
The Four EA Archetypes: A Story Of How EA Finds Its True Place
In nearly every enterprise architecture (EA) leadership conversation I’ve had this year, the same tension surfaces: The practice is doing real work, but stakeholders can’t describe what it delivers. Expectations have surged, roles have expanded, and transformation pressures are multiplying. Yet the practice remains invisible where it matters most. EA leaders need a clear anchor: […]
Blog
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.
Blog
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 […]
Blog
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, […]
Blog
Apple Turns 50. Now Comes The Reckoning.
Milestone anniversaries invite reflection when what's required is foresight. Apple is at a crossroad — and the way forward may require challenging some of the very principles that have made it so successful.
Your Ticket, Plus 2 Free Reports
Purchase tickets for CX Forum East or West by June 12 to get two free Forrester research reports on AI‑driven customer experience — practical guidance you can apply immediately.
Blog
When Things Go Wrong With A Commerce Task, Many Consumers Will Blame The Answer Engine
We asked consumers in the US, the UK, and Canada who they would hold responsible for issues when they use an answer engine to complete commerce-related tasks. Consumers might take personal responsibility for some issues (such as feeling that their prompts hadn’t been targeted enough) or might even hold the brand they ordered from responsible. […]
Blog
No, You Can’t Just Vibe Code Commerce — Yet
“What coding?” Vibe coding is the cute term for using genAI systems to create, debug, or update programming code. People can use it without knowing how to write a line of code themselves. What this means: Lots of people are generating code they don’t understand. It’s not just developers using these tools to code faster; for example, it’s schoolteachers writing their […]
Blog
Power Couple OpenAI + Amazon May Have Just Won Consumer Agentic Commerce
As the Shopify-OpenAI partnership appears to be ending, a new alliance may be set to dominate. Learn how it could unfold and what the implications may be.
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