pandemic

Use this page to get the latest insights, analysis, and advice for business leaders on managing, responding, and leading during a pandemic. We will continually cover the evolving implications of a pandemic for employee experience, technology, marketing, customer experience, security & risk, and more. Additional COVID-19 content available on our COVID-19 insights hub here.

Insights

Blog

Consumer Energy Fizzles To A New Low As Consumers Approach Q4

Anjali Lai 5 days ago
If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange. We do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. After a […]
Read More
Blog

The Future Of Consumer Buying Will Drive The Reinvention Of Your Business

Joe Stanhope September 17, 2020
The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models. Any firm that sells to consumers must understand how these factors will influence their customers as well as their own business, and they need to start planning now to harness these trends to maximize the value of customer relationships. 
Read More

COVID-19: Responding, Managing, And Leading During A Pandemic

The latest insights and guidance for leaders to address the growing business and employee experience implications of COVID-19.

Blog

Three Consumer Changes Will Define The Future Of How We Buy

Anjali Lai September 15, 2020
The pace of consumer behavior change has clicked into another gear this year as a result of the COVID-19 pandemic. Learn how three of these trends will transform buying for the foreseeable future.
Read More
Blog

The Science of Embedding Resilience in Marketing and Sales Plans

Meta Karagianni September 15, 2020
As we move to a “new normal,” sales and marketing leaders realize that resilience and agility are more important than ever before. When we talk about resilience in the context of annual planning, it requires a strong foundation.
Read More
Research Collection

The Definitive Guide To Digital Health Experiences

Arielle Trzcinski September 11, 2020
As COVID-19 sparked a huge uptake of virtual care, what would have taken years of digital transformation happened in just a few short months. But even before the pandemic, rising consumer expectations and increased competition in healthcare were forcing healthcare organizations (HCOs) to shift from a reactive model to a proactive and personalized one. To […]
Read More
Blog

Contact Centers Reacted To COVID-19 Quite Well — It’s Now Time To Institutionalize The Best Practices

Vasupradha Srinivasan September 4, 2020
Contact centers have met COVID-19 challenges with impressive agility and tenacity. Their next step is to apply the lessons from the crisis to build brand-new operational blueprints.
Read More
Podcast

How The COVID-19 Pandemic Accelerated B2C Buying Trends

What It Means September 3, 2020
A confluence of forces is accelerating change in B2C buying this year. In this episode, VPs Sucharita Kodali and Mary Pilecki discuss the near- and long-term impacts.
Listen Now

Reducing Software Costs In 2020

Learn negotiation tactics to find short term software cost savings for both existing contracts and upcoming renewals.

Video

It’s Time For CMOs To Pay More Attention To Employees

Thomas Husson August 26, 2020

Watch Now
Research Collection

US Retailers Face Unprecedented Challenges In Planning For Q4

Fiona Swerdlow August 24, 2020
Q4 contributes a significant part of many retailers’ annual revenues and profits. As of mid-Q3, factors like high unemployment, a resurgence in COVID-19 cases, short-term and permanent store closures, and the expiration of the US Federal Pandemic Unemployment Compensation program are making it challenging for US retailers to plan for Q4. We’ve created a collection […]
Read More
Webinar

Evolving Business And Technology Priorities In The Post COVID Era

August 20, 2020
Explore the changing priorities of enterprises in the new normal and address the impact of the pandemic on business and technology priorities.
Watch Now
Research Collection

How To Keep Marketing In A Pandemic

Emily Collins August 19, 2020
The COVID-19 pandemic upended the 2020 plans of many B2C marketers — amounting to a projected 28% decline in US marketing spend through 2021. Brands improvised, cutting media spend and adjusting their previous marketing strategies to accommodate rapid shifts in consumer behavior. Many companies, especially those in hard-hit industries like travel and fashion retail, were […]
Read More
Blog

Differentiate With Customer Service For Marketing Success In The New Normal

Vasupradha Srinivasan August 19, 2020
Customer service today breaks the barriers of pre- and post-sale engagements. Thanks to digital adoption and omnichannel engagement strategies, customer service activities span the entire customer lifecycle. Customers make no differentiation on whether they are seeking support before or after a purchase journey and expect a consistent experience with every interaction. Consequently, customer service has also established itself as an active channel capable of creating incremental revenue streams for every business.
Read More

Reentry, Risk, And Review: Best Practices For Easing Pandemic Restrictions

Learn which signals state and local government should look for before loosening of restrictions and resuming normal life.

Research Collection

Use Customer Understanding To Guide Your Pandemic Marketing Strategy

Emily Collins August 18, 2020
The COVID-19 pandemic adds even more consumer considerations to marketers’ already full plates. Stay-at-home orders, unemployment, and anxiety about the virus have altered shopping behavior, technology adoption, and expectations. But despite this uncertainty, now is not the time to pull back on marketing: In fact, businesses need to keep investing in marketing to move through […]
Read More
Blog

Troubled Times Test Traditional Tech Titans

Glenn O'Donnell August 13, 2020
Spending on core infrastructure is dropping and the large technology firms will have to rise to the challenge. Find out how long the impact of the pandemic will be.
Read More
Blog

Channel Reimagines Physical Events, Looking To Reopen Slowly

Jay McBain August 11, 2020
In-person channel events are slowly returning, albeit in a modified form. Expect more of these physical/virtual hybrid events to pop up in the coming months.
Read More
Research Collection

Finserv Leaders Must Keep Sight Of The Big Picture In The Midst Of The Pandemic

David Hoffman August 5, 2020
As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact will change the ways these companies interact with their customers, manage their employees, and respond to the market environment.
Read More
Blog

Rethinking Sustainability In The Middle Of A Pandemic

Oliwia Berdak August 5, 2020
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
Read More
SiriusDecisions

B2B Crisis Preparation: Anticipating Threats And Planning For Execution In A Serious Event

Learn the steps for developing a thorough crisis communications plan that provides the basis for sound decision making.

Video

Contact Centers During COVID-19

Vasupradha Srinivasan July 27, 2020

Watch Now
Video

How Has The Pandemic Impacted Influencer Marketing?

Ryan Skinner July 23, 2020

Watch Now
Research Collection

Tech Alignment, Innovative Solutions, And Continuous Leadership Are Critical For CIOs Managing Through The COVID-19 Crisis

Pascal Matzke July 23, 2020
IT leaders planning their firms' return to work need guidance on navigating through the phases of the pandemic. Forrester's latest CIO research can help.
Read More
More posts