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It’s Past Time To Prepare For A No-Deal Brexit; Spend The Money And Hope It’s A Waste

Laura Koetzle October 5, 2018

Center-right politicians from Scandinavian countries aren’t prone to hyperbole. But on August 17, Danish Minister of Finance Kristian Jensen told the UK’s BBC Radio 4 that he pegged the odds of a “no-deal” Brexit at 50-50. This, coupled with the UK government’s publication of its no-deal Brexit guidance on August 23, means that if you […]

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Climate Change Is Transforming Business

Salvatore Schiano 5 days ago

It may not seem like it yet, but climate change is altering the world so drastically that all enterprises will need to undergo a transformation to avoid going extinct. Earlier this week, the UN’s Intergovernmental Panel on Climate Change (IPCC) reported (with high confidence) that at the rate we’re going, global warming of 1.5°C is likely […]

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The Day Of The Machine Is Here: Are We Human Enough To Seize It?

James L. McQuivey October 5, 2018

You’re an executive, an employer, or maybe an up-and-comer in your organization, but either way, you have surveyed the moment and you know that big things are poised to happen. Unlike the big things of the past — the internet or mobile — the change won’t be the result of consumers embracing a shiny new object or buying into a […]

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The Counterintuitive CEO

Ideas, observations, and analyses to help drive the success of other CEOs

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New Tech Spotlight: Health Tech Puts Wellness In The Hands Of The Customer

Carlton Doty October 2, 2018

Picture the following: You wake up from a fitful night of sleep feeling under the weather. From your sickbed, a voice assistant gathers your symptoms, accesses your patient history, and orders a prescription for you. But you want to talk to a human as well, so you initiate a video chat with your physician using […]

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Rushed Privacy Features Result In Sloppy Security

Amy DeMartine September 28, 2018

Facebook Loses More User Data (This Time Unintentionally) Facebook announced that it experienced a breach this week that lost 50 million users’ data. Ironically, the breach happened in part due to exploited bugs in three features developed to give users more control over their privacy. Some quick key lessons to take away from this breach: […]

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Nike Scores A Customer-Values Touchdown

James L. McQuivey September 21, 2018

Unless you were on the Appalachian Trail for a few weeks, you know what I’m talking about. I’ll start with this paragraph from our newly published analysis of Nike’s “Just Do It” campaign featuring Colin Kaepernick, called “Nike Makes No Sacrifices“: Judging Nike’s decision is difficult because there’s so much conflicting evidence. In concept, values-based appeals […]

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Adobe Changes Its Marketing Cloud Trajectory With Marketo Acquisition

Lori Wizdo September 21, 2018

I am still catching my breath. Adobe has agreed to acquire Marketo for $4.75 billion. The deal is the biggest in Adobe’s history and a massive encore to the acquisition of Magento for a mere $1.7 billion in May. On the one hand, I find myself proud to be a B2B marketer — to think that […]

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It’s Mostly Quiet On The GDPR Front — But This Is Not The Time For Complacency

Enza Iannopollo September 20, 2018

So where are all the GDPR enforcement actions? The General Data Protection Regulation (GDPR) entered into force at the end of May 2018, giving unprecedented powers to regulators. From ongoing regulatory audits to hefty fines and a range of new privacy requirements, the GDPR is the most dramatic change in data protection and governance in the last 20 years. Some […]

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Who Will Win The Future Of Payments?

Brendan Miller September 19, 2018

Autonomous payments is the future state of payments — and banks, merchants, and payment vendors need to prepare now. Venture funding in this arena already exceeds $28 billion. Coupled with intensifying economic and political forces, consumers globally will see this new but nonlinear evolution of payments emerge, where payments will melt into the wider commerce experience […]

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Stay Ahead Of Your Customers With Continuous Delivery

James Staten September 17, 2018

If you regularly follow the financial markets, it’s hard to ignore the growth generated by the FAANG stocks (Facebook, Apple, Amazon, Netflix, Google). When you look more closely at the “ANG” part of this quintet, it’s not hard to see how continuous delivery and rapid creation of customer value and corporate growth go hand in […]

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Four Things You Must Do Right Now To Rock Your 2018 Holiday

Fiona Swerdlow September 17, 2018

Over $1 trillion (no typo) — that’s how big 2017 holiday topline sales were in the US and Europe combined. As for online sales specifically last year, Forrester projected $129 billion in the US and €54 billion in Europe. As a retailer with substantial revenue at stake, you’ve made your merchandise buys, allocated your marketing dollars, and feverishly analyzed […]

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It's Digital Go Time: The Six Vectors Of Investment

Ted Schadler September 17, 2018

It’s been 30 years since the internet made customer self-service and automation the watchwords of business. But most of you are still in the starting gates of digital transformation. Only 15% of companies have kicked it into digital high gear. And even these advanced incumbents fall way behind digital pure plays in harnessing the full power […]

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Wealth Management For Generations X, Y, and Z

Victor Milligan September 17, 2018

Wealth management is not a sleepy market, but the core business model and operations have remained relatively stable while other industries have been immediately — and in some cases — viciously affected by empowered customers and the dizzying pace of digital. It is already clear that younger customers are captivated by fintech and insurtech providers. They are willing to experiment and, in […]

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A Good Life Hack

George Colony August 30, 2018

Quickly: Stop reading the news during your workday — you will be happier and more productive. I was traveling in Europe in June, and in a reflective moment, I asked myself a simple question: “What one habit could I change that would improve my life?” As I surveyed my typical day, I spotted an opportunity: my […]

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Contact Centers Have Moved To Cloud — What's Next?

Art Schoeller 12 hours ago

As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations that preserve legacy on-premises software or organizations that wish to maintain the technology inside their firewall. Agility, flexibility, and the ability to rapidly shift capacity are all key elements that AD&D […]

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How Consumers Really Feel About Your Loyalty Program

Emily Collins 13 hours ago

Points and discounts are the hallmark of most loyalty programs, and our data shows that they are usually pretty successful in incentivizing purchase behavior: Nearly half of US online 18–35-year-olds admit that programs influence what they buy and how much they spend. But loyalty isn’t just about the purchase — or at least it shouldn’t be. […]

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Assess Your Innovation Capability Maturity

Dan Bieler 4 days ago

(with Pascal Matzke and Michael Glenn) Customer expectations are rising too quickly for traditional models of incremental improvement; companies need to find a strategy to harness disruptive technologies that balances iterative solutions with fearless, flexible innovation. Many company leaders have been swept up in the sex appeal surrounding the term “innovation,” claiming proficiency without any […]

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Your Experience Design Provider Builds Its Own Products And Invests In Startups? Good!

Andrew Hogan 4 days ago

About half of the 51 XD providers we surveyed recently — agencies and consultancies such as Astro Studios and Work & Co that provide experience design (XD) services — are also: Developing their own products. Founding startups and maintaining equity stakes in them. Investing in startups with either money or their talent in the form of […]

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Privacy Topples Attribution Measurement . . . For Now

Tina Moffett 4 days ago

News flash for marketers using Google for advertising: Measurement just got more difficult. GDPR forced Google to rethink how it gathers, stores, and uses customer and prospect data or face hefty fines that could add up to millions. As a result, Google has restricted advertisers’ ability to access data to measure marketing effectiveness. This means that […]

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Industry Ecosystems Will Be The Next Frontier In SaaS

Liz Herbert 4 days ago

Nearly 20 years after SaaS giants such as Salesforce and NetSuite made their foray into the world of enterprise applications, we still see SaaS disrupting the traditional software world at a fast pace. SaaS growth remains high — with legacy software vendors pivoting to more (or all) SaaS and new disruptive vendors entering markets as primarily […]

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Digital Transformation: Why Culture Is So Key

Thomas Husson 5 days ago

I am really honored to have represented Forrester in the jury of the eCAC40/Les Echos Index measuring the digital maturity of the largest French companies quoted at the French stock exchange (CAC 40 Index). The results are as follows (top 10 only): Société Générale  Total Schneider Electric Air Liquide Orange BNP Paribas Atos ENGIE AXA […]

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Spring Cleaning In December: Declutter Your Insights House

Srividya Sridharan 5 days ago

Feeling overwhelmed with all the data that your teams must wrangle before even getting to data science? Feeling like you have more than enough dashboards and tools? Feeling like you don’t have any more room in your complex data and analytics environment for yet another platform? Feeling like you can’t keep up with the exploding […]

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What's At The End Of The B2B Buyer's Journey? Advocacy!

Laura Ramos 5 days ago

Personas and journey maps have become key tools for the modern marketer. As my colleague Lori Wizdo expertly explains: It is the job of marketing to guide the buyer through the buying journey. Becoming a journey marketer is essential in this digital age. (Lori can help you get there — check out her workshop at our upcoming […]

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Building A Culture Of Innovation

What It Means 5 days ago

Chris Paul of LPL Financial and Daniel Patreau of CIBC discuss their enterprisewide innovation and culture transformation journeys, and how they’ve helped employees acclimate to change and participate along the way. Featuring Chris Paul, LPL Financial and Daniel Patreau, CIBC Show Notes Chris Paul, SVP of advisor and investor experience at LPL Financial, and Daniel […]

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‘Tis The Season For Consumers To Still Not Buy On Social Media

Jessica Liu 5 days ago

This blog post is part of Forrester’s Holiday 2018 retail series. Despite news of brands such as Nike, Adidas, Allbirds, and SeatGeek successfully selling on social networks, social media is still not a place that consumers buy products and services. Our Forrester Social Technographics® data uncovers that consumers use social media least in the buy stage of […]

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Five Questions To Ask About Digital Studios Before Your Next Project

Amanda LeClair 5 days ago

Virtually all global services firms have invested in digital studios, and for many agencies, it’s just the way they’ve worked for years. But despite these investments, many services buyers don’t know what digital studios are — never mind how they can utilize them. Whether you’re heading up a digital business team or a services firm at […]

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Sitecore's Purchase Of Stylelabs Fits a Trend — But Is Not A Game Changer

Nick Barber 5 days ago

Sitecore finally got its DAM. In the latest example of the convergence and consolidation in the digital experience market, Sitecore bought DAM vendor Stylelabs. The addition of DAM to the Sitecore portfolio (dubbed the “Experience Platform”) — which started with web CMS, then progressed to eCommerce and customer profile management — means that Sitecore has a stronger […]

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One To One — Digital Marketing Conference In Biarritz

Thomas Husson 5 days ago

I am very excited to have been invited for the third time to give the opening keynote speech at One to One, a great marketing conference taking place on October 10–12 in Biarritz in the southwest of France. To summarize my talk in a few points, I have shared some global marketing trends and how […]

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When Trains Start Running Late: Japan’s Digital Awakening

Frederic Giron 6 days ago

I love going to Japan, where everything works flawlessly and where customer obsession, or “omotenashi,” is deeply engrained into the culture of every institution: This is where, for instance, train operators apologize when their trains leave the platform 25 seconds earlier than scheduled. It’s also an economy stifled by a widespread risk-averse culture, a shrinking […]

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Join Me In London Next Month To Discuss The Ethics Of AI

Brandon Purcell 6 days ago

In about a month, I will have the honor of presenting my research on “The Ethics Of AI: How To Avoid Harmful Bias And Discrimination” to our European clients at CX Europe 2018. The event will take place in London on November 13 and 14 and will feature several of my esteemed analyst colleagues, as […]

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Building The Web? If It's Not Progressive, It's Not Right!

Michael Facemire 6 days ago

Web apps or native apps? For a long time, that was the choice we had for building mobile experiences. And we all know the tradeoff: Native apps are really expensive but give the best experience. Web apps can be mobile-optimized, but the experience is terrible. While this was once directionally true, today it’s not true […]

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Impressions From Alibaba’s Computing Conference

Dan Bieler October 8, 2018

Alibaba has become one of the world’s most fascinating and cutting-edge technology businesses — and is key to understanding where the digital era is heading.

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How I Almost Got Phished And Why Training Isn't Enough

Josh Zelonis October 5, 2018

I received a text message the other day that looked a lot like what I might get from my bank if I triggered some antifraud check. The timing was impeccable; I had just used the card to pay for takeout and had walked out to my motorcycle to head home. When I initially got the […]

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European Intelligence Announcement Shows The Importance Of Assessing Geopolitical Risks

Paul McKay October 5, 2018

Today, we in Europe woke up to headlines about attempted cyberattacks by Unit 26165 of Russia’s GRU intelligence service. In a world where the attribution of cyberattacks is a notoriously difficult task, the UK, the Netherlands, and the US made a joint announcement of the foiling of an attempt by four hackers linked to Unit […]

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