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CX Sydney 2019: What To Expect From Outgoing World Vision CMO Teresa Sperti

Michael Barnes 1 day ago
Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade, but what’s next? This year’s CX Sydney 2019 Forum will focus on how to drive real, disruptive innovation. I recently caught up with one of our keynote speakers — Teresa Sperti, the outgoing chief marketing, data, and product […]
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How To Build A Better (Digital) Mousetrap

Nigel Fenwick March 21, 2019
“Build a better mousetrap, and the world will beat a path to your door.” While Ralph Waldo Emerson may not have said these exact words, the principles remain as true as ever today. Going Beyond Improving Today’s Customer Experience If you’ve been following my blog, you may remember a post from 2016, where I introduced […]
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Webinar: Digital Business Transformation Accelerators

Nigel Fenwick March 5, 2019
Almost every technology consulting firm, and many others besides, claims to be able to help your business transform into a digital business. Digital transformation has been used to describe everything from moving applications from a data center to the cloud to updating the systems and processes in the finance department. Many examples of so-called transformation highlight […]
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Countdown To Forrester’s CX Sydney 2019 Forum

Michael Barnes March 5, 2019
Change The Game By Embracing Radical CX Innovation OK, so you’ve elevated and transformed your customer experience (CX) practices over the past five (or more) years. These practices have become more professional, more analytical, and more focused on business impact. But there’s one area where many of us still fall short: innovation. I’m not talking […]
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5G@MWC19 — Reflections On Mobile World Congress 2019

Dan Bieler March 1, 2019
Mobile World Congress (MWC) 2019 took place in Barcelona.
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Small Business Banking Has Been Disrupted (And There’s No Going Back)

Peter Wannemacher February 19, 2019
Bankers around the world are rightly worried about the threats posed by digital disruptors getting in between them and their retail banking customers. But Forrester’s newest research reveals that executives should be just as worried — perhaps even more worried — about another market that is being upended: small business banking. Small- and medium-sized businesses […]
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Brands: Here Is The Size Of Your Digital Commerce Prize

Michelle Beeson January 21, 2019
Consumer-facing brands know that there is proverbial “gold” in generating direct sales through digital commerce — but the big question is the size of the prize. Where will brands place their digital commerce bets, and what will each yield in terms of digital sales, profitability, and customer relationships? The sales opportunity across different digital commerce touchpoints, […]
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Keep Experimenting To Apply The Best Digital Technology For Your Store Environment

Michelle Beeson January 18, 2019
Retailers are slowly moving beyond omnichannel fulfillment capabilities in stores to invest in digital store technologies that empower store associates, improve customers’ engagement, and enhance store operations. There is no single formula for great execution on digital store technologies, and the varied performance of the retailers assessed shows that many are still figuring out the […]
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Luxury Retail 2018: What A Difference A Year Can Make

Michelle Beeson January 18, 2019
Luxury brands have gone from relative inertia over digital strategies to a flurry of activity, including technology upgrades, partnerships, and even acquisitions. Back in the summer of 2017, we warned that luxury brands were out of time when it came to improving their digital customer experiences and internal operations. Digitally mature and savvy luxury consumers […]
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Evaluating Digital Experience Agencies In Asia Pacific — Providers Have Deep But Diverse Capabilities

Michael Barnes November 28, 2018
Firms across Asia Pacific are actively leveraging digital experience (DX) agencies to design, build, and manage digital customer experiences (CX). But to fully access these benefits, you need to carefully select from a diverse set of providers that vary by size, functionality, geography, and industry focus. Your options include agencies, consultancies, and tech providers that […]
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2018 Marked 20 Years Of Customer Experience Research At Forrester!

Harley Manning November 26, 2018
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Websites Fail,” introduced […]
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Impressions From Alibaba’s Computing Conference

Dan Bieler October 8, 2018
Alibaba has become one of the world’s most fascinating and cutting-edge technology businesses — and is key to understanding where the digital era is heading.
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In XD Providers’ Emerging Technology Work, Machine Learning And Chatbots Mature Fastest

Andrew Hogan September 26, 2018
Experience design (XD) providers we surveyed told us that among emerging technologies, clients most often ask them about machine learning, chatbots, the internet of things (IoT), and augmented reality (AR). Providers also reported that chatbot-related terms “intelligent agents” and “voice interfaces” drew significant interest, as well. However, the providers’ revenue is coming more from machine […]
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Money For Nothin’ And Stocks For Free

Vijay Raghavan September 25, 2018
JPMorgan enters the retail investing price war.
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Talking SaaS — It’s All About The Experience (Video)

Allen Bonde September 21, 2018
There’s a lot to love about the SaaS model: flexibility, quick implementation, and the promise of an always-on pipeline of innovation through continuous updates. Yet just as many digital transformation efforts have stalled, and companies have also been slow to fully embrace SaaS apps or are lagging in their investments and how they leverage their […]
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Five Myths Of Digital Transformation: Myth No. 2 — CIOs Can’t Drive Transformation

Nigel Fenwick August 7, 2018
Many people believe that digital transformation is not an IT thing. While this may have been true when applied to last century’s typical IT group, it should not be true in 2018. To be fair to anyone who believes that IT cannot lead digital transformation, I’m referring to a new kind of IT: The technology team […]
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A Reality Check On Natural Language For Conversational Computing

Leslie Joseph August 7, 2018
Conversational computing has our attention. We have been talking to machines since as far back as 1961, when the world’s first digital speech recognition system, the IBM Shoebox, was released. The Shoebox could recognize digits and a grand total of 16 words. Cut to half a century later: Humanity is trying hard to fall in […]
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Seeking Magic Moments — Why It’s Time To Tune Up Your Digital Experience Stack

Allen Bonde July 20, 2018
The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters’ 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. It also captures a moment in time in words and song that reminds us of the power of storytelling, […]
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Banking CX Is Stagnating

Alyson Clarke June 19, 2018
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so that […]
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There Are No Clear CX Leaders Among US Brands — For The Third Year In A Row

Rick Parrish June 19, 2018
Forrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upward, and the overall quality of US customer experience is stagnating. The report is based on Forrester’s CX Index™ methodology, which measures how […]
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