digital transformation

Scores of six major retailers reveal a mixed picture in terms of offline and online experiences.

Forrester’s analysts serving the Australia and New Zealand market presented their 2020 predictions at a client event on November 14th. We recap some of our top predictions.

Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.

We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.

Tighter investor scrutiny will moderate venture capital and private equity investments. Meanwhile, regulatory technology funding will soar. Read our predictions.

The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]

Learn what B2B sellers must do to innovate and drive value in 2020. Read our predictions for B2B commerce.

The explosion of data in the IoT era has machinery designers taking a new look at how they use digital twins. Principal Analyst Paul Miller examines the trend.

Want to take over the world using AI? Contrary to popular belief, AI technology isn’t going to design a plan for AI-enabled world domination for you. (And don’t hold your breath, it won’t be doing so anytime soon.) Instead, it is on you to identify the untapped, world-changing business opportunities that best leverage AI’s unique […]

Last week, I attended Alibaba Cloud’s Apsara Conference 2019 in Hangzhou, China. It’s been nearly two years since Alibaba first showcased New Retail — its strategy to redefine commerce by blending online and offline ecosystems to create seamless customer experience and improve retail efficiency — on Singles’ Day 2017. Here are some key takeaways: To […]

Most incumbent banks have ignored small- and medium-sized (SME) business clients. Meanwhile, fintechs have quietly built ecosystems that are poised to poach SMEs.

I’ve spent the past three weeks interviewing global financial institutions, fintech startups, and technology vendors to gain a broader perspective on how financial experiences will evolve in the coming years. Financial services firms and innovative startups of all stripes are all set on offering more holistic and personalized customer value propositions that support and sustain […]

In some past Forrester/InfoWorld Enterprise Architecture Awards competitions, we had named themes to align entries and winners to the current needs of modern enterprise architecture (EA) programs. This year, as last year, we went themeless to simply find the most dramatic stories of EA’s strategic leadership. The winners of the 2019 Forrester/InfoWorld Enterprise Architecture Awards […]

As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city. The seeds of the modern world were […]

Is your organization currently deploying or planning to deploy internet of things (IoT) solutions as part of your digital transformation strategy? Check out the video to hear what types of IoT use cases enterprises are deploying to transform operations. IoT use cases such as facility management, security, and surveillance enhance operational processes, while other use […]

Transforming from a product-centric business to an outcome-delivery model requires the right technology and the right partners. VP and Principal Analyst Nigel Fenwick helps match your business needs with the right partners.

Now is the time for the retail financial services industry to take a much more proactive, holistic approach to customers’ financial well-being.

The most populous Australian state is rolling out a unique CX improvement plan. The goal? Match or exceed the customer experience in the private sector.

Nearly half of businesses are digital beginners. The other half are eating their lunch. Find out where you stand and what you need to do to defend yourself. The B2B C-suite is demanding that you accelerate your digital transformation. This means that you face more pressure to show progress and benchmark your maturity. My newly […]