employee experience

In the wake of COVID-19, organizations must redesign mobility solutions to shape resilient and adaptive future workspaces.

Forrester’s 2021 Global Enterprise Content Management Survey is open … and we’re looking for your participation! This survey is intended for enterprise content management (ECM) or content services decision-makers and influencers in end user organizations. If you are a practitioner in the private or public sector and you are involved in enterprise content management programs […]

Change is the new normal. From global pandemics to disruptive innovation and beyond, every organization is in a constant state of reinvention, and static learning models aren’t keeping up. The old model of learning and then earning has been disrupted, leaving businesses holding the bag on continuous upskilling as higher education struggles to reinvent itself. […]

Employee experience in 2021 will be defined by long-term remote work and crisis management. Success will depend on the strength of an organization's employee experience strategy and technology investments. Learn more.

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalize experiences. The employee data tsunami is […]

Employee experience leaders were challenged like never before in 2020. In this episode, Forrester analysts provide examples of organizations that have successfully adapted their EX programs this year.

Mental health has become the focus of the discussion when it comes to employee benefits. As an organization — whether you have remained open, are planning for “return to work” in an office setting, or will continue to keep your workforce remote indefinitely — you need an employee mental health strategy. To set the stage: […]

When our colleagues Claire O’Malley and Brian Kime wrote their “Point/Counterpoint: The Ethics Of COVID-19 Phishing” blog in March, it turns out they were inadvertently predicting an event that took place this week: An employee took to social media to speak out about a highly insensitive phishing simulation. Tribune Publishing Company, publisher of newspapers like […]

Today, Microsoft announced the general availability of Microsoft SharePoint Syntex as of October 1, 2020. This is the first packaged product to come out of the code-name Project Cortex initiative first announced in November 2019. Project Cortex reflects Microsoft’s ongoing investment in intelligent content services and graph APIs to proactively explore and categorize digital assets […]

The 2020s announced their arrival with a bang this year. Find out what IT leaders can do to better align their tech stack to the coming wave of risks and changes.

This week, we released a report on the state of the practice of DEI: diversity, equity, and inclusion (see “The Business Of Belonging: How Equity For Employees Drives Equity For Your Brand“). In the course of the research, we interviewed a cross section of practitioners, including chief diversity officers (CDOs), researchers, consultants, and experts in […]

The enterprise collaboration (EC) market in China has rapidly evolved over the past few months. 2019 was rich in new product launches; several existing and new vendors released their team messaging and videoconferencing products and solutions. Content development tool vendors improved offerings for office productivity, content services, and collaborative work management. Then the COVID-19 outbreak […]

Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee Experience (EX Index) studies help organizations understand the key drivers of experience for customers and employees, respectively. But although we’ve published reports on government CX, […]

Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about how the CX team identifies and designs for different user types to orchestrate a seamless customer experience.

Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.