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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 […]
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Boxed Shows The Winning Strategies of Direct-To-Consumer Brands

What It Means 18 hours ago
The explosive growth of direct-to-consumer brands rests on a mix of agility and superior CX. Boxed CEO Chieh Huang gives us a deep dive into his company’s winning philosophy and strategies. Featuring: Chieh Huang, CEO, Boxed Show Notes: For the past half-decade, new consumer brands have circumvented traditional channels and marketed directly to consumers. In […]
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Accessible Pizza And Other Highlights From CSUN 2019

Gina Bhawalkar 1 day 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 […]
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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

Nigel Fenwick 2 days 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, […]
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The Future Of Department Stores

George Lawrie 4 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 […]
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Creative Media Outshines The Technology

Jay Pattisall March 14, 2019
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. […]
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Amazon’s Haven Is An Incubator, Not A Disruptor

Jeff Becker 2 hours ago
Haven, the recently named joint venture of Amazon, Berkshire Hathaway, and JPMorgan Chase, has officially emerged from the shadows with a public persona, giving industry pundits new details about the company’s ambitions and intended trajectory within healthcare. Haven has struck fear in the hearts of many healthcare organizations (HCOs), in part because of Amazon’s reputation […]
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Getting On The S/4 Bandwagon (Or Not)

Amanda LeClair 9 hours ago
Historically, SAP has not been as renowned for innovation as some of its pure SaaS competitors, like Salesforce. But between a steady stream of SaaS (and now data) acquisitions, a notable and ongoing effort to simplify the product portfolio, and clear messaging around marrying the X (experience) and O (operations), SAP’s own digital revolution is […]
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May 14–15 • Chicago

Master Tech-Driven Innovation

Join us for Digital Transformation & Innovation 2019.

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How To Build A Better (Digital) Mousetrap

Nigel Fenwick 10 hours ago
“Build a better mousetrap, and the world will beat a path to your door.” While Ralph Waldo Emerson may not have said these exact words, the principles remain as true as ever today. Going Beyond Improving Today’s Customer Experience If you’ve been following my blog, you may remember a post from 2016, where I introduced […]
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Happy Agents Deliver Great Customer Service — Here’s How To Do It

Kate Leggett 1 day 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 […]
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FORRward: A Quick Weekly Read For Tech And Marketing Execs

Matthew Guarini 1 day 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, […]
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What’s Going On With Online Grocery

Sucharita Kodali 2 days ago
Last week, IRI hosted its annual Growth Summit in Denver (where some hapless attendees were snowed in by an unfortunate blizzard on the second day). For anyone not familiar with IRI, it is one of the world’s largest analytics firms. Among a slew of other assets, it has proprietary data from checkout registers, which gives […]
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How Mature Is Your CX Program?

Great CX requires excellence in six competencies.

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Data Management Platform Coverage Takes On A New Look

Tina Moffett 3 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 […]
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The French And UK Customer Experience Index Results Are In!

Michelle Beeson 3 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 […]
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Choosing The Right NoSQL Product

Noel Yuhanna March 14, 2019
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 […]
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Strategy, Not Technology, Is The Key For Better Cybersecurity

What It Means March 14, 2019
The tagline for this year’s RSA Conference was “Better.” According to Forrester VP and Group Director Laura Koetzle, this tagline is apt. Cybersecurity is a jigsaw puzzle still in its box: All the tech pieces are there, but forging the right configurations and strategies remains a to-do for most. Featuring: Laura Koetzle, VP and Principal […]
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April 2–3 • New York

Beyond The Direct-To-Consumer Revolution

Join us for Consumer Marketing 2019.

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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 […]
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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 […]
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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 […]
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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 […]
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The CMO Guide To CES

These five ideas will power your brand of the future.

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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, […]
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“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 […]
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