Featured Insights

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

Enza Iannopollo 6 days ago

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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Nike Scores A Customer-Values Touchdown

James L. McQuivey 5 days ago

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 5 days ago

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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The Counterintuitive CEO

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

Who Will Win The Future Of Payments?

Brendan Miller 7 days ago

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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The Forrester Wave Evaluation Of Hyperconverged Infrastructure Vendors Is Making The Rounds

Naveen Chhabra 7 hours ago

The hyperconverged infrastructure (HCI) marketplace has gained significant momentum. Customers are consolidating and standardizing using this infrastructure; many vendors have launched their offerings based on HCI appliances. HCI is experiencing a strong tailwind. In just past couple of years, notable HCI vendors were acquired, new vendors joined the race, and some dropped out.[i] Forrester clients […]

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Word Of Mouth Is Less Important For Topline Growth Than You Think

Maxie Schmidt 16 hours ago

Many companies ask their customers “How likely are you to recommend us to a friend?” However, for most brands, advocacy — positive word of mouth — isn’t the key to revenue growth. Retention and enrichment matter much more. Retention is when current customers continue to buy your products and services. Enrichment is when current customers […]

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Omnichannel Order Management Systems: The Unsung Hero Of Digital Commerce

Brendan Witcher 16 hours ago

Summer is ending and you’re searching for a grill on sale, and you find the perfect one online. On the website, they say that the grill is currently available at your local store. However, to your dismay, when you arrive at the store, they’ve just sold out of that specific grill. If only the retailer […]

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Money For Nothin' And Stocks For Free

Vijay Raghavan 19 hours ago

JPMorgan enters the retail investing price war.

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Digital Media Startup Success Plan: A Conversation With Annafi Wahed

James L. McQuivey 19 hours ago

Forrester isn’t a political organization, and we don’t cover political news, but it would be silly not to acknowledge the fact that today’s turbulent political environment affects us and our clients. It does, and it will continue to in ways that Forrester weighs in on when necessary. You may have recently seen our coverage of […]

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Profiling Insurtech: Q&A With David Vanek, CEO Of Anorak

Oliwia Berdak 1 day ago

“Insurance is sold, not bought.” This industrywide perception has gone unchallenged for decades, reaffirming agent- and advisor-based distribution models. But now a plethora of insurtech startups such as Brolly in the UK, Gabi in the US, and PolicyPal in Singapore aim to help customers find suitable cover. A newcomer among the firms digitalizing insurance distribution […]

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Nine AI Marketing Use Cases That Have The Potential To Deliver Business Value

Xiaofeng Wang 1 day ago

The use of artificial intelligence (AI) in specific marketing applications such as programmatic real-time bidding is now commonplace. Although marketing has yet to adopt it more broadly, new use cases are gathering momentum. My latest report, “Leverage AI To Improve Marketing Efficiency,” covers the nine AI marketing use cases that have the potential to deliver […]

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How To Use Emotion To Deliver Your Brand Promise

Thomas Husson 2 days ago

In a recent workshop with the marketing team of a large European brand, we discussed the importance for marketers to deliver their brand promise. About 45% of marketers now report to be in charge of the customer experience. Whether they officially own CX or simply orchestrate CX talent and resources does not matter. In that […]

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Beyond Moore's Law: How Exponential Technology Will Drive Disruption

Brian Hopkins 2 days ago

I’ve been thinking a lot about exponential technology and asking myself: “Is disruptive change due to ‘Moore’s law’ done?” Newsweek recently proclaimed, “The Future Of Technology Is Uncertain As Moore’s Law Comes To An End.” However, while most experts agree that silicon transistors will stop shrinking around 2021, this doesn’t mean Moore’s law is dead […]

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Disruptive Innovation: Enterprise Success Stories

James Staten 2 days ago

As I’ve reported, the degree of tech-driven market disruption has never been a higher priority for every company, across every industry, than it is today. Thanks to rapidly evolving emerging technologies such as AI/ML, IoT, and blockchain, as well as the megacloud vendors who offer priced-per-hour access to tech innovation chains, everyone now has the ability to craft new […]

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Bad Bots Are Stealing Data And Ruining Customer Experience

Amy DeMartine 4 days ago

Bad Bots Are Affecting Your Company More Than You Might Think Every online customer touchpoint — including websites, mobile apps, and APIs — is being attacked by bots. What are these bad bots doing? Interrupting good customer traffic, committing fraud, and stealing information — just ad fraud alone is set to exceed $3.3 billion in 2018! If all […]

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Talking SaaS — It’s All About The Experience (Video)

Allen Bonde 5 days ago

There’s a lot to love about the SaaS model: flexibility, quick implementation, and the promise of an always-on pipeline of innovation through continuous updates. Yet just as many digital transformation efforts have stalled, and companies have also been slow to fully embrace SaaS apps or are lagging in their investments and how they leverage their […]

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

Enza Iannopollo 6 days ago

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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Insurance Claims: A Digital Transformation

What It Means 6 days ago

Principal Analyst Oliwia Berdak discusses how insurers can use technology and data to transform the claims process — protecting the customer and delivering bottom-line performance. Featuring: Oliwia Berdak, Principal Analyst Show Notes: A claim is the “moment of truth” between insurers and customers. It’s when insurers must deliver on their core purpose: protecting the customer. […]

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Wanted: Fintech Expert

Oliwia Berdak 7 days ago

Financial services firms are on the hunt. They’re hunting unicorns. As firms like Revolut and TransferWise attain valuations of $1 billion or more, the pressure to find the Stripes of this world before their value skyrockets has never been stronger. But it’s not just the unicorns that firms are hunting. They’re also chasing the wolpertinger. […]

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Is The Data Ops Workbench A Thing?

Michele Goetz 7 days ago

Data ops, data engineering, data development — oh my! From new roles and teams to new skills and processes, the hot topic on everyone’s mind is data ops. I started to notice the data ops emergence back in 2015 as companies began to look at Agile development to spin up new data capabilities rapidly. Later, as […]

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Media Consultancies Come Of Age

Jay Pattisall September 18, 2018

The first Forrester Wave™ on global media agencies reveals the category-adding technology, services, and capabilities to leap beyond conventional media planning and buying. Media agencies are beginning to transform into media consultancies. However, who’s leading might surprise you. The Conventional Approach Of The Media Agency Is Deteriorating Media agencies are no longer just media planning […]

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Video: Boost Customer Engagement With Personalized Video

Nick Barber September 17, 2018

When a car insurance company wanted to boost customer engagement during the onboarding process, it turned to personalized video. No longer a gimmick, brands across verticals use the technology to create unique customer experiences at scale. And the videos resonated with the customers of Geoffrey Insurance: An overwhelming majority of them watched the entire video. […]

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And Now . . . Presenting The 2018 ESM Forrester Wave™!

Charles Betz September 17, 2018

The 2018 Enterprise Service Management Wave is out! Take IT Service Management, add the Age of the Customer, stir in some Employee Experience and a healthy dose of low/no-code platform, and voilà! Enterprise Service Management! Or if you prefer a more traditional description, we define Enterprise Service Management (ESM) as: Extending IT service management capabilities […]

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Sales And Service Tech: Two Sides Of The Same Coin?

Kate Leggett September 17, 2018

Automation and AI are changing the nature of work. Every company job — including every front-office job — will be impacted. Always-available commerce and intelligent guided-selling solutions erode field sales teams. Automated self-service obsoletes generalists and Tier 1 customer service agents. This means that inside sales teams are now handling more highly considered purchases. Customer service agents […]

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