digital disruption

On April 18th, T-Mobile officially launched its T-Mobile MONEY checking account, after a soft launch late last year. This is not the first time we’ve seen a telecommunications firm enter the banking space – it’s already been happening for years in Europe and Asia, with large telcos such as Orange and KDDI. And this isn’t T-mobile’s first foray into banking either. So should banks be worried? Watch below to learn more.

Crisis Management Is Changing  Boeing’s having a tough run. The company is under intense scrutiny after two crashes involving its 737 MAX jets, with governments grounding planes globally. This isn’t the first time Boeing planes have crashed — but PR-wise, it’s the worst. What’s different serves as caution for all leaders, regardless of industry. The […]

On March 7, 2014, I wrote a report called “The Clash Of The Digital Platforms” in which I identified five companies that had a unique status in the world of technology, innovation, and overall business. The five companies were (alphabetically) Amazon, Apple, Facebook, Google, and Microsoft. In a byline piece I wrote for Ad Age’s […]

Apple and Goldman Sachs are partnering to deliver a new credit card. The industry seems to be quick to dismiss the partnership . . . but there’s an awful lot more at stake here than credit card rewards.

“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 […]

While every tech vendor seems to lay claim to being an expert in digital transformation, it stands to reason that not all can be. For sure, there are many vendors with experience helping clients create new customer or employee digital experiences, but this experience doesn’t make them experts in digital business transformation. For 20 years, […]

Thanks to emerging technologies, financial advisors can connect with clients with greater frequency and efficiency. We list three technology classes that are enhancing the industry.

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 […]

Lessons From Toy Land: Digital Strategy Beats Digital Marketing Mattel and Hasbro announced earnings this week. Both saw sales decline from the collapse of Toys”R”Us. But Mattel’s sales declined only 5% while Hasbro’s declined 13%, and Wall Street applauded the difference. Why? Because Mattel has been aggressively pursuing a digital products and channels strategy, extending […]

If you were to ask me a year ago what I would point to as a best practice for data governance, my response would be to look at what financial services firms do to meet their regulatory requirements. Fast-forward to the age of GDPR and the new privacy mandates coming out of California (CCPA), and […]

Digital disruption has been the mantra of many over the past several years, but not everyone can be a disruptor — and not everyone needs to be a disruptor. Vice President and Research Director Pascal Matzke explores the benefits of being a strategic fast follower.

CEOs want to understand how digital translates into revenue growth. They don’t just want to hear how similar companies have digitally transformed; they want to understand what the net result was on revenue and profitability. If you’re a technology sales professional working for one of the myriad companies delivering digital transformation, you’ve probably already honed […]

Games are a great teaching aid. The digital snakes and ladders game from Forrester helps teams identify and focus on best practices of digital transformation. Learn about it in an upcoming webinar.

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, […]

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 […]

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 […]

The origin of the term “moonshot” — used to describe the most advanced, disruptive innovations — has returned again as an innovation focus of its own. Last week, the China National Space Administration (CNSA) disrupted its competitors, such as NASA, by landing its Chang’e-4 spacecraft on the dark side of the moon.   The CNSA’s own “moon shot” […]

Recently, Forrester published our CX predictions for 2019. Our first prediction was that stagnating CX quality will cause short, destructive price wars. We cited Fidelity’s two new zero-fee investment funds as an example of how this is already starting to play out. We also noted that Vanguard responded to Fidelity by highlighting its many funds […]

With GE establishing a new standalone software business, we examine what it means for existing and potential customers of GE Digital and for GE. What we know: On December 13, 2018, GE announced the formation of a new industrial IoT (or IIoT) software business, with $1.2 billion in revenue (based on GE Digital sales combined with sales […]