Innovation

Best Buy has made yet another startup acquisition that enriches its customer value with innovative digital products: GreatCall, a San Diego-based startup offering health and medical alert devices and services. Most retailers’ “innovations” have been incremental digital tech investments that extend their retail value proposition and customer value. It’s great to see Best Buy investing […]

This value was strongly reinforced at Google Cloud Next ’18 this week. Several enterprises talked through how cloud services like Google Cloud Platform are not just sources of application agility and on-demand infrastructure but are platforms providing high-value access to technology chains they can leverage confidently for innovation efforts. For example, Larry Colagiovanni, vice president […]

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, […]

Those that don’t keep up with the rapidly changing pace of technology will cease to be competitive and get left behind. The most advanced enterprises have common threads. These agile, customer-obsessed firms rapidly take advantage of emerging technologies: working with new technologies in the lab, discovering new business possibilities enabled by these technologies, and then […]

CIO: It’s Time To Step Up Your Technology Innovation Game In 2018, the CIO role team at Forrester has stepped up its emphasis on technology and technology innovation. Now we believe it’s time for you to up your game. At the beginning of the year, we made some big shifts in our research alignment. I moved […]

CIO: It’s Time To Step Up Your Technology Innovation Game In 2018, the CIO role team at Forrester has stepped up its emphasis on technology and technology innovation. Now we believe it’s time for you to up your game. At the beginning of the year, we made some big shifts in our research alignment. I moved […]

New C-Suite Must-Read Report: “Technology Innovation Chains Create Breakthrough Opportunities” To C-suite execs responsible for driving business innovation, I highly encourage you to read Brian Hopkins‘ latest report, which shows that today’s approach to emerging tech innovation is dead. If you are either investing in single technologies or waiting for emerging technologies to mature along […]

New C-Suite Must-Read Report: “Technology Innovation Chains Create Breakthrough Opportunities” To C-suite execs responsible for driving business innovation, I highly encourage you to read Brian Hopkins‘ latest report, which shows that today’s approach to emerging tech innovation is dead. If you are either investing in single technologies or waiting for emerging technologies to mature along […]

What CX trends will affect customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. Until only a few years ago, most CX pros would have scoffed at talk of China as an innovator. But this has changed at breathtaking speed. Today, China has become so […]

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […]

TL;DR: It has been a slow, fragmented start to open banking, but the pace will accelerate. Fintechs are forging ahead with innovation, and a new set of intermediary service providers is growing. Banks need to become outside-in fast to thrive with open banking, building operating model competence for an externally oriented business. Few Banks Place […]

Successful organizations innovate and differentiate by boosting diversity and inclusion. Diversity is too often an overused phrase and covers many facets of diversity. We think that diversity above all should be about the ability and the courage to communicate “contrarian” thoughts. This ability and courage allows organizations to create an environment where all employees feel […]

We’ve just released a major new report, The CIO’s Guide To Automation, AI, And Robotics. We find that, to stay ahead, CIOs, CTOs, CDOs, and other executives integrating leading-edge technologies into their companies’ operations and business models must turn their attention to automation technologies, including intelligent machines, robotic process automation (RPA) bots, artificial intelligence, and physical […]

At its AWS Summit in San Francisco this week, Amazon Web Services announced a series of new services and GA’d a few from Re:Invent but the theme coming out at the conference was clearly on broadening its ability to accelerate your organization’s digital innovation strategy. While the core of this theme has been a key focus of AWS since its […]

AI, blockchain, chatbot, digital identity, etc. — there’s enough emerging technology in financial services to fill a whole alphabet book. And it’s difficult not to get swept off your feet by visions of bionic men, self-executing smart contracts, and virtual assistants that anticipate our every need. Investing in emerging technology is one of the main […]

Less than a year ago, my colleague Laura Koetzle and I published a report on the transformative effects of autonomous vehicles on the global economy. While conducting the research in the year leading up to that publication, the news cycles were sparsely populated (at best) with stories of the marvel of self-driving cars. We are […]

Your current market position is no guarantee for transforming into a successful digital business. To enhance their innovation capabilities and boost the necessary culture change, many traditional businesses are looking to startups as one option to drive service differentiation. Transformative innovation supports the shift toward a customer-obsessed strategy. But transformative innovation requires a different innovation culture. […]

Having trekked between the ExCel convention center and central London for most of last week – Finovate Europe moved to this larger and more remote location from the historical Old Billingsgate Hall this year – I can’t help but think that the changed location and format of the event reflect the wider changes happening in […]

Challenge Thinking, Lead Change! I take very seriously my role in delivering on our company tagline – “Challenge Thinking, Lead Change” – especially the “challenge thinking” piece. In some companies, challenging thinking can get you into trouble fast, especially if you challenge leadership thinking. Some might describe this as “a career-limiting move.” But not leaders […]