Featured Insights

BLOG

DTC Startups Signal An Age Of Experimentation

Anjali Lai February 21, 2019
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 […]
Read More
BLOG

Accessible Pizza And Other Highlights From CSUN 2019

Gina Bhawalkar 9 hours ago
Domino’s Pizza suffered a major blow recently: A federal appeals court reversed a lower court ruling* and affirmed that the Americans with Disabilities Act (ADA) does cover the Domino’s websites and mobile apps — and yours, too. The lower court will now examine the extent to which the pizza maker’s digital properties are inaccessible and […]
Read More
BLOG

Digital Myth No. 5 — Every Tech Vendor Is An Expert In Digital Transformation

Nigel Fenwick 1 day ago
While every tech vendor seems to lay claim to being an expert in digital transformation, it stands to reason that not all can be. For sure, there are many vendors with experience helping clients create new customer or employee digital experiences, but this experience doesn’t make them experts in digital business transformation. For 20 years, […]
Read More

The Future Of IT

Tech-driven innovation will revolutionize the business.

BLOG

The Future Of Department Stores

George Lawrie 3 days ago
Department stores can enjoy a bright future — but to do so, they must change to survive and thrive in the face of fierce competition from brands’ direct-to-consumer initiatives. Synchronizing supply and demand to sell inventory at full price is one issue. But the department store’s bright future depends on enticing customers through the doors […]
Read More
BLOG

Creative Media Outshines The Technology

Jay Pattisall 6 days ago
The excess of adtech and martech such as demand-side platforms (DSPs) and data management platforms (DMPs) gives marketers all the control and insights required to run efficient and effective media campaigns. The prospect of marketers owning their data and putting hands on keyboards for digital campaigns calls into question the real need for media agencies. […]
Read More
VIDEO

The Forrester Wave™: Managed Security Services In Asia Pacific, Q1 2019 Identifies The 11 Most Important Vendors

Jinan Budge March 13, 2019
CISOs in Asia Pacific must justify their spending and articulate the business value of often expensive investments in managed security to a largely non-security audience of executives. Currently, this is nearly impossible: Many managed security service providers (MSSPs) continue to go to market with messaging that is technology-centric and blind to the benefits they provide […]
Watch Now

Subscribe to updates

Thanks for signing up.

Stay tuned for updates from the Forrester blogs.

All Insights

BLOG

Happy Agents Deliver Great Customer Service — Here’s How To Do It

Kate Leggett 4 hours ago
Happy customer service agents mean happy customers — and happy shareholders. Engaged agents also have better job performance, are more productive, and stay in their jobs longer — which is one of the costlier factors in managing customer service operations. Customer service leaders have to balance their job demands with technology and training. They also […]
Read More
BLOG

FORRward: A Quick Weekly Read For Tech And Marketing Execs

Matthew Guarini 9 hours ago
It’s Time To Start Talking About Professional Licensing For Software Engineers It wasn’t until enough boilers blew up that mechanical engineers had to get licensed. It wasn’t until bridges and buildings started collapsing that civil engineers and architects had to get licensed. Now that airplanes are falling out of the sky due to automation (AKA, […]
Read More

May 14–15 • Chicago

Master Tech-Driven Innovation

Join us for Digital Transformation & Innovation 2019.

BLOG

Shapeshift Your Retail Offer With Software-Defined Stores

George Lawrie 1 day ago
We’ve all learned about the advantages of software-defined infrastructure. We don’t think twice about network or desktop virtualization. But what about using software to define and remotely manage store infrastructure and applications? Think about the rise of pop-up stores or the rapid proliferation of store banners as retailers shapeshift in anticipation of customer trends. The […]
Read More
BLOG

Data Management Platform Coverage Takes On A New Look

Tina Moffett 2 days ago
When I started my career in marketing analytics almost 20 years ago, the biggest challenge was wrangling first- and third-party data, joining them together, and analyzing customer patterns. It was like mining for gold; we wanted to discover something unique about our customers, a nugget that our marketing counterparts could use to craft customized messages […]
Read More
BLOG

The French And UK Customer Experience Index Results Are In!

Michelle Beeson 2 days ago
Each year, based on a survey of your customers, Forrester releases results of its Customer Experience Index (CX Index™). The methodology measures how well a brand’s customer experience strengthens the loyalty of its customers and ultimately drives business growth. The French CX Index and UK Retail CX Index results are in! Key highlights from the […]
Read More
BLOG

Choosing The Right NoSQL Product

Noel Yuhanna 6 days ago
NoSQL is more than a decade old! Only a few years ago, we were talking about how NoSQL was still maturing and its ecosystem still evolving. Today, NoSQL is used by more than half of large companies around the globe to support all kinds of workloads. Companies like its flexible, schemaless model, portability, and lower […]
Read More

 

How Mature Is Your CX Program?

Great CX requires excellence in six competencies.

BLOG

Qualtrics X4 2019: What Do Sir Richard Branson, Barack Obama, And Oprah Winfrey Have To Say About Creating Better Experiences?

Kelly Price March 13, 2019
I was at Qualtrics’ X4 Summit in Salt Lake City last week. The two-day event featured a heavy-hitting mainstage lineup, including President Barack Obama, Sir Richard Branson, Ashton Kutcher, Adam Silver, Oprah Winfrey, and dozens of breakouts about new developments across Qualtrics’ product line. You might wonder what a former president and industry moguls have […]
Read More
BLOG

Interoperability And The Empowered Consumer Set The Stage At HIMSS19

Annalise Clayton March 12, 2019
The largest healthcare event, the Healthcare Information and Management Systems Society’s (HIMSS) conference, highlights the key themes that will be most influential for the industry in the coming year. Big names in healthcare, tech giants, and startups alike present their newest innovations and fight for attention on and off the exhibit floor. This year there was a strong focus on how innovative technologies can empower patients and create […]
Read More
BLOG

Choose The Right Enterprise Architecture Management Tool Using Forrester’s Latest EAMS Wave™

Gordon Barnett March 12, 2019
Today’s enterprise architecture (EA) practices are relevant because they enable a firm’s customer-led and digital transformations. As more traditional EA use cases become commoditized, vendors that provide strong use cases that are vital to transformations will emerge as the leaders. These transformation-enabling use cases include strategic performance management, technology asset performance, operational insights, and people […]
Read More
BLOG

The Security Snapshot: Cybersecurity And Privacy In 2019 — Prepare For The New; Protect The Established

Stephanie Balaouras March 12, 2019
Introducing our new monthly blog series, “The Security Snapshot,” which will curate and highlight key pieces of research from the security and risk (S&R) team. Last week at RSA Conference, vendors and security professionals discussed the newest cybersecurity innovations, the future of the industry, and some much-needed improvements. To start off the conference, Microsoft and […]
Read More

April 2–3 • New York

Beyond The Direct-To-Consumer Revolution

Join us for Consumer Marketing 2019.

BLOG

OK, Zero Trust Is An RSA Buzzword — So What?

Chase Cunningham March 11, 2019
Last week was the annual RSA Conference. Estimates are that more than 45,000 security personnel, business professionals, and leaders attended the event, up from 35,000 last year. Regardless of the numbers, it was an epic display of how prevalent cybersecurity has become. As expected, a few buzzwords rang throughout the Moscone Center halls. Artificial intelligence, […]
Read More
BLOG

Atoms Get Their Revenge At The Intelligent Edge

Brian Hopkins March 11, 2019
My colleagues J. P. Gownder, Craig Le Clair, and I just published the results of a year-long study to answer the question “What happens when digital business systems and physical-world processes come together?” The answer: Atoms get their revenge. By that we mean that so much of our attention has been focused on digital business […]
Read More
BLOG

“Alexa, Did Any Of My Clients Add Cash Last Week?”

Vijay Raghavan March 11, 2019
Mobile technologies, artificial intelligence, and predictive analytics at firms such as Amazon, Netflix, and Pandora anticipate customer needs and improve customers’ daily lives. These firms are setting new standards for personalized experiences, creating the expectation that any information, product, or service will be available in context in their moment of need to manage their personal […]
Read More
BLOG

FORRward: A Weekly Read For Tech And Marketing Execs

Matthew Guarini March 11, 2019
There Is A Tech Talent Gap . . . No Wait, There Isn’t  Tech talent continues to be one of the most common debates in the industry today. Conventional wisdom says that there is a critical imbalance in supply/demand, and data showing that there could be more than 1 million computer programming jobs unfilled by […]
Read More

The CMO Guide To CES

These five ideas will power your brand of the future.

BLOG

Without Strong Governance, Facebook’s New Platform Vision Will Actually Undermine Privacy

Enza Iannopollo March 8, 2019
With this week’s announcement, it’s official: Facebook will automatically correlate and merge the personal data of users across its platforms. The announcement is not a surprise, but it will find resistance from both regulators and users — and rightly so. The announcement means that data sharing across the different platforms Facebook owns becomes a core part […]
Read More
BLOG

Data And Analytics Leaders, We Need You!

Jennifer Belissent, Ph.D. March 7, 2019
How do you create an insights-driven organization? One way is leadership. And we’d like to hear about yours. Today, half of the respondents in Forrester’s Business Technographics® survey data report that their organizations have a chief data officer (CDO). A similar number report having a chief analytics officer (CAO). Many firms without these insights leaders […]
Read More
More posts