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Five Myths Of Digital Transformation

Nigel Fenwick July 27, 2018

Since I first wrote about digital transformation back at the end of 2012, the term has become wildly overhyped. Since CEOs are now at least asking about digital transformation, and every technology vendor now claims expertise in digital transformation, it’s time to burst a few of the myths surrounding digital transformation. But first, let’s recap […]

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Make Your Brand "Voice" Loud And Clear

Dipanjan Chatterjee July 23, 2018

Voice is marketing’s most significant paradigm shift this decade — one that has far-reaching implications for how brands engage customers and prospects. Read Forrester’s latest report on voice to learn why voice will flourish, what that means for your brand, and how to get ready to win in the world of voice. Get Ready For The […]

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Make Your Brand "Voice" Loud And Clear

Dipanjan Chatterjee July 23, 2018

Voice is marketing’s most significant paradigm shift this decade — one that has far-reaching implications for how brands engage customers and prospects. Read Forrester’s latest report on voice to learn why voice will flourish, what that means for your brand, and how to get ready to win in the world of voice. Get Ready For The […]

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Countdown To Forrester’s 10th Annual CXNYC Forum June 19–20

Harley Manning May 18, 2018

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 […]

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Call For Entries: The 2018 Enterprise Architecture Awards

Gene Leganza March 29, 2018

Most organizations today recognize the need to become customer-obsessed digital businesses. They need to map out customer touchpoints to fully understand their customers’ experiences and interactions with their firms’ processes and those of their partners. They also must transform their internal operating models and technology foundations, creating new systems of engagement and systems of insight […]

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Boost Your Innovation Capabilities With A Corporate Incubator Or Accelerator

Dan Bieler March 15, 2018

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. […]

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Your Business Doesn’t Need A Digital Strategy!

Nigel Fenwick March 1, 2018

Digitize Your Business Strategy Before It’s Too Late In 2018, every CEO wants to have a “digital strategy” – which means at least we’ve made some progress over the past five years! To solve what they perceive to be the immediate challenge, CEOs adopt a range of tactics. Some, like Patrice Louvet at Ralph Lauren, […]

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The Four New Rules of Business

Nigel Fenwick November 30, 2017

Every business is different. But for all their differences, leading digital companies have some things in common that separate them from the rest. Over the five plus years I’ve been researching digital business, my colleagues and I have developed a number of frameworks to highlight these distinctions. In 2017, Ted Schadler and I worked to […]

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Brand 2020: Act 3. Redemption

Dipanjan Chatterjee August 21, 2017

A MANIFESTO IN THREE ACTS Summer is a good time for reflection. At this time of the year, many take a week or two away from the crush of meetings and deadlines to spend time with friends, family, and to dwell in the clarity beyond the grind. I spent some of this time thinking about […]

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The Top Emerging Technologies For Digital Predators

Nigel Fenwick March 16, 2017

If you’ve been following my research, you know I like to divide the business world into three categories of company: Digital Predators successfully use emerging digital technologies to gain market share and/or displace traditional incumbent companies (e.g., Amazon, Lyft, Priceline, Airbnb, Netflix). Digital Transformers evolve a traditional business to take advantage of emerging technologies, creating […]

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Did Move 37 Signal The Impending Death Of The Financial Services Industry As We Know It?

Nigel Fenwick February 24, 2017

A couple of years ago I wrote a post predicting a new business paradigm for financial services. You may have read this post and been skeptical. Maybe you thought it wasn't realistic. If so, you may be wishing you were paying more attention very soon. Read on. This week I spoke on "The Experience Economy" […]

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It's Time For B2B Brand Equity To Step Out Of The Shadows

Dipanjan Chatterjee January 9, 2017

B2B brand management has come a long way from its roots in consumer packaged goods and has gradually branched out to play an equally central role in B2B markets. B2B CMOs are just as invested in bettering their brands as B2C. No longer relegated to industry rags and trade shows, B2B marketing is entering a […]

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This Black Friday, Should I Stay Or Should I Go?

Dipanjan Chatterjee November 18, 2016

Black Friday approaches. I should be breathless with anticipation. You see, I’m a brand strategist. To me, the prospect of millions of people reveling in thousands of brands and turning the bottom line from red to black is brand nirvana. It’s like Christmas came early. Which it does, in a way, on Black Friday. Yet, […]

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Myth Busting 101: Insights IntoThe B2B Buyer Journey

Lori Wizdo May 25, 2015

There is turbulence in the B2B marketing zeitgeist. Why? The most quoted factoids of the modern marketing age have been discredited.  Are buyers really not 57% of the way through their journey before they speak with a vendor sales rep?  Are they really not sourcing 67% of their buying research online? Was it ever true?  […]

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Four Strategy Tips In The Age Of The Customer

Nigel Fenwick April 16, 2015

I just concluded six months of research looking at how firms plan strategy in the age of the customer. Perhaps unsurprisingly, I concluded that companies that fail to adapt to increasingly powerful customers, and disruptive competition, will not simply face near-term disruption — they risk their long-term viability. I also found evidence of firms making […]

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The Data Digest: Align Technology Investments To Thrive In The Age Of The Customer

Marc Jacobson October 10, 2014

Forrester is helping its clients better understand the Age of the Customer, a tectonic business shift characterized by technology innovations that have empowered customers in new and disruptive ways. With computing power we could only have dreamed of just a generation ago now in the hands of well over a billion individuals, businesses are scrambling […]

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For CIOs The Journey To Digital Business Begins With The BT Agenda

Nigel Fenwick July 25, 2014

In “Unleash Your Digital Business”, I highlight the need for all companies to embrace digital business as a new business model – one in which the nature of the value exchange with customers is fundamentally changed. Since then, CIOs frequently asked me what they should be doing to help their firms become a digital business. […]

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How Telstra drove global operations through business-led IT Transformation

Charlie Dai October 24, 2013

IT complexity hurts business.  This is even more the case when a company has global markets and global operations.  Essential business needs such as a single integrated view of global customers, or consistent product or service portfolio become impossible to achieve.  Managing IT complexity to support business strategy is a big challenge for enterprise architects […]

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Business Technology Strategy Template

Nigel Fenwick September 20, 2013

Here’s a riddle: What is it that almost every organization believes it needs, many organizations have, and few organizations use? The answer is an IT strategy. CEOs and CFOs task new CIOs and old CIOs alike with developing an IT strategy. But despite the millions of dollars, pounds, euros, and yen spent on creating IT […]

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Four Steps Toward Reducing IT Complexity And Improving Strategy

Nigel Fenwick February 22, 2013

Many CIOs are caught in the middle — stuck between competing demands from the CFO to reduce costs and from the CEO to increase innovation. In fact this is a topic which often comes up in our strategic planning workshops with clients. The challenge is to find a means to achieve both goals simultaneously. Here […]

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