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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Most AI Products Fail Before They’re Built
While most organizations are deploying predictive, generative, and agentic AI, few can directly connect those investments to revenue, customer outcomes, or profitability. As AI becomes cheaper and easier to build, the quality of the problem being solved becomes the primary determinant of value. Teams that measure success by releases, features, or utilization risk falling into […]
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Back To The (Contextual) Future: It’s Still A Core Component In Consumer Personalization
First, for some context: AI is creating a resurgence for “context” in the industry lexicon. Large language models rely on context to understand intent, resolve ambiguity, and generate accurate responses. As consumers and organizations adopt new AI technology, context plays a key role in creating relevant customer-brand interactions. Organizations don’t need to know the most about […]
What Makes AI Recommend One Brand Over Another?
Answer engines are reshaping the ways consumers discover brands. Learn how to increase the likelihood that AI-powered search mentions, cites, and recommends your brand before shoppers ever visit your site.
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AI Is Reshaping How Consumers Seek Financial Guidance
As consumers turn to AI for personal finance, trust becomes the key differentiator of financial guidance.
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Why Total Experience Is The New Battleground For Indian Banks
For years, Indian banks competed on reach. Then they competed on products. Today, they compete on experience. Nearly every major bank now offers digital onboarding, mobile banking, and self-service capabilities. As these experiences improve across the industry, differentiation becomes harder to achieve. That is one of the clearest messages emerging from Forrester’s India Banking Total […]
Webinar
Beyond Journey Mapping: How To Embed Customer Context Into Business Decisions – APAC
Join us September 24: Join analysts to learn how to move beyond journey maps and use journey insights to drive better decisions, clearer investment priorities, and measurable impact.
Webinar
Beyond Journey Mapping: Put Customer Insight Into Action
Join us September 17: Join analysts to learn how to move beyond journey maps and use journey insights to drive better decisions, clearer investment priorities, and measurable impact.
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Conversational Banking Won’t Scale Without Strong Foundations
Discover the data, architecture, and governance foundations that banks need to scale conversational banking safely and effectively.
Beyond Journey Mapping: Put Customer Insight Into Action
Discover how leading organizations use journey decision systems to guide planning, funding, design systems, and governance — without adding more complexity.
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The Results Are In For The First Forrester Wave™ On Both B2B And B2C Commerce Solutions
In our evaluation of B2B and B2C commerce solutions providers, we identified the most significant ones and researched, analyzed, and scored them. Learn more.
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Use 2027 Budget Optimism To Drive An AI Reset
Budget optimism is rising as 2027 approaches — but more spend alone won’t improve outcomes. Use this moment to reset your AI investments. Prioritize the readiness, governance, and context required to make it truly work.
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Three Parting Lessons From Forrester’s June CX Events
Across our CX events in Amsterdam, New York City, and San Francisco, the message was clear: The organizations that thrive in the AI era won’t be the ones with the best AI; they will be the ones that put people first.
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Prime Day, June 2026: How Retailers Competed With Amazon
Learn how major retailers and brands competed with Amazon’s June 2026 Prime Day event.
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Google Goes All-In: An AI-Operated System, Not AI-Assisted Products
Will Consumers And Marketers Follow? Three years ago, Google was on the defensive. ChatGPT reset expectations for search experiences and Microsoft gained early momentum with its investments in OpenAI. Today, the answer engine race continues, but Google is back in pole position. Even with new market diversification thanks to OpenAI and Anthropic, Google remains the […]
CX Scores Are Up. Why Isn’t Growth? Bridge The Brand-CX Gap.
Stop guessing. This guide shows whether acquisition or retention is holding you back and where brand promise and CX delivery break down — so you can prioritize the right fixes.
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Building The Human Foundation For AI At CX Forum East
AI raises the stakes for experience leaders. Insights from CX Forum East show that without trust, strong data, and prepared teams, AI simply scales what’s already broken — but with the right foundation, it can unlock entirely new kinds of customer experiences.
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AI Agents Are Your New Customer, But Can You Target And Grow Their Trust In Your Brand?
AI agents are forcing change to marketing strategies. Learn how to get ahead of the shift.
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Build The Human Foundations Before You Scale AI
CX Summit EMEA explored the real AI opportunity: building trust, strengthening foundations, and reimagining experiences — not just making them more efficient.
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Total Experience Score, 2026: Growth Breaks When Experiences Fragment
The brands pulling ahead aren’t optimizing brand, customer, and employee experience in isolation — they’re aligning them into a system that drives measurable growth. Forrester’s 2026 global Total Experience Score and research show that when promise, delivery, and the people behind both move in sync, companies build strong, sustainable momentum.
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Anthropic Raises The Stakes For Digital Wealth Management Platform Vendors
Anthropic’s latest move — agent templates for various finance and client coverage functions — is part of a broader trend toward more intelligent, largely autonomous, and context-aware multiagent systems that are redefining the financial services industry’s digital operating models. By right, Anthropic is just following its growth playbook by creating industry-grade applications it can “sell” […]
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Amazon Opens Its Supply Chain Empire To All — But Is It A Fit For Your Business?
Amazon’s AWS Playbook: Now Applied To Supply Chain Logistics Per ShipMatrix, in 2025, Amazon surpassed the US Postal Service, FedEx, and UPS to become the largest parcel carrier in the US by volume. Globally, it delivers an estimated 13 billion packages every year. After decades spent building one of the world’s most formidable logistics networks […]
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Ensure That You’re Asking The Right Questions About Agentic Commerce
Companies thinking about agentic commerce strategy often start in the wrong place. Get anchored in the right agentic commerce questions at Forrester’s CX Forums this June.
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Attend Forrester’s Agentic Commerce Workshop To Ensure That You’re Asking The Right Questions About Agentic Commerce
Are you asking the right questions about agentic commerce? Join us at Forrester’s CX Forum East (NYC) and West (San Francisco) in June for our workshop, “Catalyze Agentic Commerce — How To Move From FOMO To Focus.”
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