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Channel Software Tech Stack (2019) — INFOGRAPHIC

Jay McBain November 22, 2018

(CLICK FOR HIGH RES) The channel technology stack is a group of technologies that brands leverage to manage and improve their indirect sales processes and partner programs. Often, the focus of channel technologies is to make difficult processes easier, automate workflows, measure multi-tier activities, and drive more efficient spending, coverage, and partner communication. The channel […]

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The TV Industry Is Stumbling Toward Customer Centricity

Joanna O'Connell 6 days ago

I’ve just returned from a few days in the sun, having once again participated in Beet.TV’s annual Beet Retreat. (Wonderfully, we returned to Puerto Rico this year.*) The theme was “It’s Consumer-First in TV Land,” which I really hoped the conference would pay off on. Why? Well, we know that consumer attitudes about advertising are […]

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The Future Of Mobility Is Data, Not Cars

Lorenzo Introna 6 days ago

Having worked in and with the automotive industry for around 25 years, the challenges that OEMs face given their size and structures often inhibit the business agility needed to provide lasting customer value in an age of digital disruption. The focus has always been more skewed toward the product experience and product features and defining […]

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Predictions 2019

The year that transformation goes pragmatic.

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Emphasize Emotion In Your Holiday Customer Service

Ian Jacobs 7 days ago

This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: Hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […]

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Competition Heats Up In Banking Transformation Services

Oliwia Berdak 7 days ago

After a few quiet years, Thought Machine, the fintech behind a new core banking platform called Vault, is stealing the limelight, first with its announcement of a strategic partnership with Lloyds Banking Group, then with a similar partnership with the digital bank Atom. And today we’ve learned about another partnership, this time with IBM. We […]

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Marriott Breach: Starwood Hacker Gains Access To 500 Million Customer Records

Jeff Pollard November 30, 2018

Another Friday, Another Breach Announcement Today, Marriott announced that it uncovered four-plus years of a previously unknown, unexpected, and unauthorized data breach that includes travel details, passport numbers, and credit card data. Five hundred million customers found out this morning when Marriott announced a multiyear breach dating back to 2014. Longstanding defects in Starwood’s database and network […]

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Help Rogue IT Go Legit With Citizen Development Platforms

John Rymer 11 hours ago

Meet Ray. He’s the director of loan operations at a bank — and he’s running out of patience. It takes ages to process customer requests, find customer info, and decide on loans. His team is doing the best it can but is demoralized by poor customer reviews and lost deals. After asking central IT for help, […]

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Coupa’s Acquisition Of Hiperos Adds To The Suites Vs. Portfolios Vs. Best-Of-Breed Debate

Duncan Jones 15 hours ago

Clients often ask me, when they are selecting an ePurchasing product such as eProcurement, whether they should choose the best product in that category or look for a vendor that also offers products in related categories such as contract lifecycle management (CLM) and supplier risk & performance (SRPM). My answer is that it’s a tradeoff, […]

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IBM Goes All In On Cloud And Sends Collaboration And Experience Products To HCL

Allen Bonde 16 hours ago

IBM’s journey to rebalance its enterprise software portfolio around areas such as AI, hybrid cloud, and supply chain shifted into high gear with an agreement to sell a group of its collaboration and experience products to HCL Technologies for $1.8 billion, as announced on December 6. The products involved in the deal are: Notes, Domino, and Connections for collaboration, Appscan and BigFix in the security arena, plus several […]

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“Crap” Content Continues To Describe B2B Marketing — Don’t Let It Describe Yours

Laura Ramos 4 days ago

In 2013, Doug Kessler and the crew at Velocity Partners published “Crap: the single biggest threat to B2B content marketing” — a work of thought leadership genius that I still tell marketers to read today. In just 50 PowerPoint slides, Velocity Partners explains why the current deluge of marketing “content” won’t serve buyers and what you […]

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Trends In Marketing Measurement You Need To Follow In 2019

Jim Nail 4 days ago

Marketers are held to an ever-higher standard of accountability to ROI and business impact. But many marketers struggle to meet these expectations, hampered by long-established habits and lack of knowledge about new data- and analytics-enabled measurement approaches. In this short video, I take apart these misperceptions, describe trends that leading marketers have pioneered, and point […]

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There's No "Data Strategy" — Align Insights Priorities To Your Business Strategy

Jennifer Belissent, Ph.D. 5 days ago

Greetings from sunny but cold Orlando, where the inaugural Forrester Data Strategy & Insights Forum just wrapped up. During the event, I spent time with a seasoned data professional who joined me as a panelist in my session and who took advantage of the wealth of wisdom dispensed in keynotes and deep dives throughout the event. […]

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Video: Busting The Two Myths Of Low-Code Platforms

John Rymer 5 days ago
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Video: Why Everyone Needs To Know About Low-Code

John Rymer 5 days ago
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A Seat At The Table: How CX Leader Navy Federal Builds A Culture Of Member Obsession

What It Means 5 days ago

For three years running, Navy Federal Credit Union has been the top-ranked multichannel bank in Forrester’s CX Index. In this podcast episode, Navy Federal’s SVP Pam Piligian explains the customer experience strategy that drives the bank’s member obsession.  Featuring: Pam Piligian, Senior Vice President, Navy Federal Credit Union Show Notes: Navy Federal Credit Union has been the No. […]

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Quantifying Vendor Efficacy Using The MITRE ATT&CK Evaluation

Josh Zelonis 6 days ago

I’ve been extremely excited about the MITRE ATT&CK evaluation since it decided to open it up to vendors earlier this year. The endpoint detection and response (EDR) market represents the direction of endpoint security, yet the state of endpoint efficacy testing has been underwhelming. • Antimalware testing has become a standard part of the endpoint […]

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DAM Or Web CMS? Part 2: Find Out Which DX Technology You Need For Workflow And Delivery

Nick Barber 7 days ago

In the second part of our series, we take a look at workflow and delivery and where digital asset management and web content management systems excel. If you haven’t seen the first part of our analysis, make sure you check it out. Do you need more help? Forrester clients can set up an inquiry with […]

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Mapping: The Power Hidden In Plain Sight

Ted Schadler 7 days ago

I’ll bet you know that Google is reinventing mapping from the ground up, swinging for the stars with layers of data, intelligence, and real-time insight. But I bet you didn’t know that there’s a US three-letter agency dedicated to maps . . . or that we’ve already identified 109 mapmakers and vendors of one kind […]

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Do Cities Need A “Smart City Platform”?

Jennifer Belissent, Ph.D. December 3, 2018

Do cities need a “smart city platform”? It depends. Clients have been asking Forrester about our thoughts on new IoT-enabled smart city platforms launched by vendors focused on transforming city government infrastructure and applications. To answer that question, we set out to understand when and where cities might need one, and how to decide which […]

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Hello, Indian Brands: Your CX Report Is Here

Amit Bhatia December 3, 2018

Dear Brand, It’s that time of year again. As we do each year, we went out and asked your customers what they think about the experiences they had with you, and the results are in. Forrester’s The India Customer Experience Index, 2018 report is out! This year, we covered the following industries and brands, surveying […]

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HCOs Need To Double Down On Virtual Care And Interoperability In The Post-CVS–Aetna Era

Annalise Clayton November 30, 2018

Shifts in consumer lifestyle and expectations have given innovators the opportunity to enter the healthcare space and capture market share with their modern, enhanced patient experiences. Instead of standing on the sidelines, CVS and Aetna have banded together to compete with healthcare disruptors. Today, CVS and Aetna finally closed their long-expected merger ringing in at […]

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Top Insurance Tech Trends To Watch In 2019

Ellen Carney November 29, 2018

How will the “whats” of insurance — underwriting, claims, and compliance — translate into new “hows” in 2019? Watch the video below for more information on what’s driving changes in insurance business strategy and the tech that enables it. Do you need more help? Forrester clients can set up an inquiry with us.

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Artificial Intelligence Has A Probability Problem

Brandon Purcell November 29, 2018

AWS just announced Amazon SageMaker Ground Truth to help companies create training data sets for machine learning. This is a powerful new service for folks who have access to lots of data that hasn’t been consistently annotated. In the past, humans would have to label a massive corpus of images or frames within video to […]

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Online Retail In Southeast Asia Is Expected To Reach $53 Billion By 2023

Satish Meena November 29, 2018

Southeast Asia (including Indonesia, Singapore, Malaysia, Thailand, the Philippines, and Vietnam) is home to 574 million people. Of these, 272 million (47%) are online and 144 million will make purchases online in 2018, making the region a magnet for investment by online retailers and venture capital firms. We expect B2C online retail in Southeast Asia […]

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Outlook For 2019: The State Of Retail Payments Report

Brendan Miller November 29, 2018

“The State Of Retail Payments — Outlook For 2019” is a biennial study by the National Retail Federation (NRF) and Forrester that profiles US enterprise retailers’ views and decisions about payments. It outlines key priorities and challenges for digital business professionals and payment decision makers. The role of emerging digital payments and how merchants are investing […]

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PODCAST

Zero Trust: Your Knight In Cyber Armor

What It Means November 29, 2018

2019 will be a year of unprecedented cyberthreats to companies, and one major brand will lose valuation of more than 25% due to a cyberattack. Principal Analysts Jeff Pollard and Chase Cunningham explain why Zero Trust is the best defense. Featuring: VP, Principal Analyst, Jeff Pollard and Principal Analyst, Chase Cunningham   Show Notes The […]

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