digital disruption

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The Clash Of The Digital Platforms: The Five-Year Update

James L. McQuivey 3 days ago
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 […]
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Apple’s Partnership With Goldman Sachs Will Drive Seismic Shifts In The Banking Industry

Alyson Clarke March 26, 2019
Apple and Goldman Sachs are partnering to deliver a new credit card. The industry seems to be quick to dismiss the partnership, especially the rewards program — but we think they’re missing the bigger picture. There’s an awful lot more at stake here than credit card rewards. The bigger concern for digital banks, traditional banks, […]
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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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Digital Myth No. 5 — Every Tech Vendor Is An Expert In Digital Transformation

Nigel Fenwick March 19, 2019
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, […]
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“Alexa, Did Any Of My Clients Add Cash Last Week?”

Vijay Raghavan March 11, 2019
Mobile technologies, artificial intelligence, and predictive analytics at firms such as Amazon, Netflix, and Pandora anticipate customer needs and improve customers’ daily lives. These firms are setting new standards for personalized experiences, creating the expectation that any information, product, or service will be available in context in their moment of need to manage their personal […]
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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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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini February 13, 2019
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 […]
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Data Governance Takes A Turn — And It’s A Doozy

Michele Goetz February 6, 2019
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 […]
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PODCAST

The Fast Follower Model: Less Sexy, Still Successful

What It Means January 31, 2019
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.
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Accelerate Revenue Growth With Digital Innovation

Nigel Fenwick January 30, 2019
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 […]
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Digital Snakes And Ladders

Nigel Fenwick January 29, 2019
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.
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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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China Takes The Moonshot Advantage

James Staten January 7, 2019
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” […]
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The Race To Innovate CX In Brokerage And Wealth Management

Harley Manning December 26, 2018
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 […]
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GE Announces New Industrial IoT Software Business

Nigel Fenwick December 13, 2018
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 […]
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VIDEO

Top Insurance Tech Trends To Watch In 2019

Ellen Carney November 29, 2018
How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help? Forrester clients can set up an inquiry with us.
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PODCAST

The Agile Enterprise

What It Means November 15, 2018
Disruption is the new norm, but don’t let that intimidate you. Research Director Matt Guarini explains how CIOs can take the lead in the business of fast and furious.
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Fighting GAFA Boo-Hoos

Oliwia Berdak October 24, 2018
In the spirit of Halloween, I’m going to write about the bogeyman of almost every industry out there: GAFA. In the last few years, I have answered many versions of the same question: what will Google (insert Apple/Facebook/Amazon) do to us (insert financial services/healthcare/retail/media)? This fear is grounded in some reality. All four firms are […]
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