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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Blog
How Google Pay Is Using UPI Circle To Reach Young Banking Customers In India
If you’re a retail banking leader in India, your future customer may already be learning how digital money works — and it may not be through your bank. This isn’t a future scenario; it’s happening now. While bank digital teams debate how much control is “too much,” customers have been clear about what they want: […]
Blog
You Can’t Mature Enterprise Architecture Until You Decide What “Better” Means
Ask 10 enterprise architects what maturity looks like, and you’ll get at least 10 different answers. Some want to fix the basics, such as brittle platforms, slow delivery, or a business that doesn’t trust them. Some want to prove value in terms the CFO understands. Some are asking a more existential question: What kind of […]
Keep The Momentum Going After CX Summit
Purchase tickets for CX Summit EMEA by 29 May and receive two complimentary Forrester research reports to help you turn AI‑driven CX ideas into confident action after the event.
Webinar
From Experience Scores To Revenue Impact: A Total Experience Playbook For Growth Webinar – APAC
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 21.
Blog
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.
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.
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
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.
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
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.
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
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.
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.
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
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.
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