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Digital Snakes And Ladders

Nigel Fenwick January 29, 2019
Games are a great teaching aid. The digital snakes and ladders game from Forrester helps teams identify and focus on best practices of digital transformation. Learn about it in an upcoming webinar.
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Who Chooses Direct-To-Consumer Brands?

What It Means 17 hours ago
Why do people buy from direct-to-consumer brands? Until now, little research has been done to determine what’s driving consumers to choose DTC. Forrester Senior Analyst Anjali Lai shares pioneering research in this episode of What It Means. Featuring: Anjali Lai, Senior Analyst Show Notes: Direct-to-consumer brands are grabbing headlines and consumer spend. But who exactly […]
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Small Business Banking Has Been Disrupted (And There’s No Going Back)

Peter Wannemacher 2 days ago
Bankers around the world are rightly worried about the threats posed by digital disruptors getting in between them and their retail banking customers. But Forrester’s newest research reveals that executives should be just as worried — perhaps even more worried — about another market that is being upended: small business banking. Small- and medium-sized businesses […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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In The Era Of Shutdowns, Federal Agencies Can Reinvent Citizen (And Employee) Experience

Bobby Cameron February 14, 2019
Never let a serious crisis go to waste! Senior government executives would be wise to listen to Winston Churchill’s wisdom! We’re living in the era of shutdowns, when funding disruption is the norm. To survive — and maybe thrive — in this feast-or-famine funding era, agencies must reinvent their business models to focus outside-in, from the […]
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Engaged Employees: You Can’t Get There Without Them

James L. McQuivey February 14, 2019
Truth is, in most of the reports we write about how to prepare your company for the future, two major recommendations always come out: Get your C-level leaders on board, and cultivate a culture that can transform your business. The first is crucial yet obvious, and I’ve grown tired of writing it. The second, culture, […]
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What To Expect From Mobile World Congress 2019 Beyond 5G And Foldable Phones

Thomas Husson February 14, 2019
For the first time in 15 years, I will not attend Mobile World Congress (MWC). When I mentioned this to some clients, some of them told me, “Yes, you’re right: Mobile is dead. There is no innovation anymore. It is all about AI and blockchain these days.” (?!!) I could not disagree more. The reason […]
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DTC Startups Signal An Age Of Experimentation

Anjali Lai 2 hours ago
As we gear up for Forrester’s Consumer Marketing 2019 Forum, I’m chipping away at a rather large research undertaking that quantifies why direct-to-consumer (DTC) startups deliver value to consumers and how this threatens big brands. In addition to mining rich quant, qual, and behavioral data sets, our advanced analytics illuminates the key drivers that predict […]
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If mCommerce isn’t mini eCommerce, what is it?

Julie Ask 2 hours ago
mCommerce today is often characterized as online purchases made on a smartphone or mobile payments (e.g., Apple Pay or Google Pay). As our colleague James McQuivey would say, “that is simply doing old things in new ways – not doing new things.” We define mobile as any device with a cellular connection. Could be a […]
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May 14–15 • Chicago

Master Tech-Driven Innovation

Join us for Digital Transformation & Innovation 2019.

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Big Fish Eat Little Fish As Portfolio Players Gobble Up SAO

Joseph Blankenship 1 day ago
Security has long been hampered by a deluge of data, manual processes, and vendor sprawl. Technology has evolved to address the first two of these, but expense in depth continues as new functionality and innovation are often only available through startup vendors and standalone best-of-breed vendors. Too often, startups are product features, not standalone companies. […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini 1 day ago
A Road Map To Lose Your Technology Mandate CIOs have historically run technology innovation efforts, but that may be changing. We find CEOs understand that the future of their business depends on technology they don’t have or that hasn’t been invented yet. They recognize a need to spend at least part of their firm’s time […]
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The Use Of Behavioral Science Has Moved Beyond Marketing

Ryan Hart 2 days ago
Marketers have been using behavioral economics to understand and exploit the irrationality of consumers long before the golden age of advertising. By employing simple marketing tactics such as “buy now, pay later,” inflated value pricing, or decoy alternatives, marketers have been able to effectively steer or, in some cases, manipulate customers to buy products or […]
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How To Build A VoC Program In Healthcare

Arielle Trzcinski 2 days ago
There is a customer experience (CX) imperative taking over in healthcare. To drive success, healthcare organizations (HCOs) must be able to understand how good — or bad — experiences are and where to focus improvement efforts. Watch the video below to understand the role voice of the customer (VoC) programs play to effectively drive CX improvements. […]
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How Mature Is Your CX Program?

Great CX requires excellence in six competencies.

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Introducing Forrester’s Guide To Employee Experience Technology

Andrew Hewitt February 14, 2019
Employee experience (EX) is top of mind for today’s companies. As we detailed in our report “Why EX? Why Now?” investments in EX yield both tangible and intangible business results such as reduced recruiting costs, lower attrition, higher employee work performance, and increased discretionary effort. The question still remains, though: What elements should businesses focus […]
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Get Ready To Tackle CCPA

Enza Iannopollo February 14, 2019
California is taking the lead in the US on privacy regulation with the adoption of the California Consumer Privacy Act (CCPA). Security and privacy professionals whose companies have consumers in California must get their implementation plans together now. Those that believe that CCPA is not their problem must think again: This is likely to be […]
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FinovateEurope 2019: Top Three Themes

Oliwia Berdak February 14, 2019
The two days of demo sessions are now over, so I wanted to share with you my thoughts on the three themes that dominated FinovateEurope 2019. (Apologies for the plane landing at the end. I’m reporting directly from the venue at Tobacco Dock in East London, close to the City Airport, which has its hazards . […]
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PODCAST

Predictions 2019: Highlights

What It Means February 14, 2019
2019 is shaping up to be a challenging year. The market may slow, but the pace of disruption won’t. Now isn’t the time to throw in the towel on digital transformation and CX. Instead, build a solid foundation and get ready to come out strong in 2020. Featuring: Carrie Johnson, Chief Research Officer, Keith Johnston, VP, Research Director, Matthew Guarini, VP, Research Director, Michele Goetz, Principal Analyst, J. P. […]
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April 2–3 • New York

Beyond The Direct-To-Consumer Revolution

Join us for Consumer Marketing 2019.

MEDIA ALERT

Forrester Research Reports 2018 Fourth-Quarter And Full-Year Financial Results

February 13, 2019
Cambridge, Mass.
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FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini February 13, 2019
Lessons From Toy Land: Digital Strategy Beats Digital Marketing Mattel and Hasbro announced earnings this week. Both saw sales decline from the collapse of Toys”R”Us. But Mattel’s sales declined only 5% while Hasbro’s declined 13%, and Wall Street applauded the difference. Why? Because Mattel has been aggressively pursuing a digital products and channels strategy, extending […]
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Maximize Your Tech Investment By Making Sense Of The Digital Intelligence Tech Landscape

James McCormick February 13, 2019
Digital Disruptions Complicate Digital Intelligence Needs Digital intelligence (DI) — the practice of understanding and optimizing digital customer engagements — has been around for as long as the internet itself. But it has not remained stagnant. The practices and technologies needed to support DI have continued to be revolutionized by the digital disruption. And the number of […]
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How To Build A Modern Customer Service Agent Workspace

Kate Leggett February 12, 2019
Automation and AI increasingly handle routine tasks. Customer service agents already focus on escalations and exceptions. They need a powerful workspace to empower them to understand their customer, their journey, and their context. They also need to be armed with the right knowledge and data to help solve hard problems. They need to be focused on […]
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The CMO Guide To CES

These five ideas will power your brand of the future.

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Join The Progressive Web App Movement

Ted Schadler February 12, 2019
Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it’s time to join organizations such as eBay, Financial Times, Flipkart, Starbucks, and West Elm in the movement to build progressive web apps that combine the discoverability and reach of the web with the experience and engagement of an app. As a […]
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Augmented Reality, Virtual Reality, And Mixed Reality Do Bring Value To Industry

Paul Miller February 12, 2019
Back in August of last year, I asked for good examples of augmented reality (AR), virtual reality, and mixed reality (MR), all together known as extended reality. Unsurprisingly, I saw plenty of examples of the type my original post complained about: visually stunning but almost entirely useless for anything other than showing off. Then there […]
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