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The Wall Street Journal – Some Brands Improved Customer Service Despite Pandemic

June 8, 2021
The Wall Street Journal: Principal Analyst TJ Keitt shares the impact of the pandemic on customer experience and discusses the measures high performing companies embraced to improve Forrester’s CX Index US scores. Read the full article here. Read more from TJ here.
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Sales Pipeline Radio – How Forrester Is Applying The SiriusDecisions Frameworks Both Within The Organization And Across The Revenue Engine To Drive Results

June 4, 2021
Forrester Chief Sales Officer Kelley Hippler is interviewed by author and award-winning blogger Matt Heinz for Sales Pipeline Radio about Forrester’s business transformation per the launch of Forrester Decisions and highlights stemming from B2B Summit. Watch the full interview here.
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Marketplace – With Pandemic Easing, How Long Does Zoom Stay Hot?

May 31, 2021
Senior Analyst Nick Barber discusses the impact Zoom will have on the workplace post-pandemic. Read the full Marketplace article here. More insights from Nick here.
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Forrester Data On The Return Of In-Store Shopping

May 28, 2021
Associated Press cites Forrester data in an article about the return of in-store shopping: 8% of shoppers return to stores less when they make their purchases in-store, and online shopping will increase to $1.1 trillion in 2023. This article has been syndicated to multiple national outlets in the US, including ABC News, Fortune, Chicago Tribune, MSN, Toronto Star, Seattle Times, US [...]
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Forrester Analysts Comments On Amazon Acquiring MGM

May 27, 2021
Forrester analysts comment on Amazon’s deal to acquire MGM. Here are the key highlights: VP, Principal Analyst Sucharita Kodali discusses the impacts of Amazon acquiring MGM with Associated Press. This article has been syndicated to several outlets, including ABC News and US News & World Report. In a separate interview with The Wall Street Journal, Kodali describes how this acquisition will be a “huge [...]
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Handelsblatt – IBM Has Developed A New Superchip And Why Europe Could Benefit From It

May 25, 2021
VP, Research Director Glenn O’Donnell speaks to this German business daily and weighs in on IBM’s new chip technology, labelling it “a remarkable achievement.” Read the full article here. Read more from Glenn here.  
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The Wall Street Journal – Subway’s New Tech Chief Eyes Mobile Customer Experience

May 24, 2021
VP, Principal Analyst Brendan Witcher discusses how restaurant chain Subway plans to rework its mobile-ordering technology and processes to improve CX. Read the full WSJ article here. More insights from Brendan here.
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The Wall Street Journal – Alibaba’s Winning Cloud Formula Is Coming Under Pressure

May 23, 2021
Principal Analyst Charlie Dai discusses challenges faced by Alibaba’s cloud business as the company’s growth slows. Read the full WSJ article here. More insights from Charlie here.
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The Wall Street Journal – Pinterest’s Use of AI Drives Growth

May 22, 2021
Principal Analyst Brandon Purcell discusses how Pinterest is utilizing neural network technology to find images and advertisements that will appeal to consumers. Read the full WSJ article here. More from Brandon here.
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Renegade Thinkers Unite! – Forrester CMO on Practicing What You Preach

May 21, 2021
In this leading B2B marketing podcast, Forrester CMO Shirley Macbeth discusses Forrester’s own transformation story in light of the Forrester Decisions launch.  Listen to the podcast here.
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MarketWatch – Travelers Are Booking Trips Online Again, But They Mostly Want The Same Thing: Not A Hotel

May 20, 2021
VP, Principal Analyst Sucharita Kodali discusses how online-travel companies are poised to flourish once again as more people get vaccinated and stay-at-home restrictions are lifted. Read the full MarketWatch article here. More from Sucharita here.
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Forbes – CMOs’ Keys To Success As Transformation Leaders According To Latest Forrester Research

May 20, 2021
Forrester CMO Shirley Macbeth breaks down how customer obsession, change leadership, and trust are all pillars of transformation, and how all three formed the basis of Forrester’s own business transformation. Read the full article here.
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The Wall Street Journal – Website Makers Tinker With Tools to Serve Blind Users

May 19, 2021
Principal Analyst Gina Bhawalkar talks about inclusive design and shares how business websites can better serve blind users by including an accessibility statement and allowing people to provide feedback. Read the full WSJ article here. More insights from Gina here.
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Marketplace – The Chip Shortage Is Hitting Just About Anything With A Plug Or Battery

May 19, 2021
VP, Research Director Glenn O’Donnell shares his perspective on the global chip shortage with Marketplace and how it is affecting all types of products. Read the full article here. More from Glenn here.
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Forrester Comments On The Impact Of AT&T’s Merger With Discovery

May 18, 2021
Principal Analyst Jim Nail discusses the impact of AT&T’s merger with Discovery. Here are some key highlights: Associated Press: This article has been syndicated to several outlets, including U.S. News & World Report, MSN, and Firstpost. In separate interviews with The Washington Post and Marketplace, Nail discusses the potential challenges surrounding this merger. CNBC: He also offers insights on ad-supported streaming options and how TV companies are adapting to changing consumer [...]
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Forrester Analysts At RSA 2021

May 17, 2021
Several of Forrester’s Security & Risk analysts participated at this year’s RSA 2021 conference. Key highlights include: In addition to discussing how to apply the lessons of 2020 to security management with BizTech Magazine, Laura Koetzle also speaks with SC Magazine, Dark Reading and TechTarget about her keynote discussion with SolarWinds CEO Sudhakar Ramakrishna and the company’s historic breach, with additional mentions in Infosecurity [...]
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Demand Gen Report – Forrester B2B Summit: New B2B Waterfall Aims To Help Accelerate Opportunity Development & Revenue Growth

May 13, 2021
Demand Gen Report covers the launch of Forrester Decisions as part of its collective coverage of new research and announcements stemming from B2B Summit North America, including the new B2B Revenue Waterfall. This article includes insights from Forrester  Chairman and CEO George Colony, Principal Analyst Barbara Winters, VP, Principal Analyst Kerry Cunningham, and VP, Research [...]
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Campaign Asia – Forrester CMO Pushes For Tighter Integration Of Sales, Marketing And Product Teams

May 13, 2021
Forrester CMO Shirley Macbeth speaks with one of the top marketing trade publications in the APAC region about the need for tighter integration of sales, marketing, and product teams; the evolving role of the CMO to better focus on the customer; and Forrester’s plans in response to both trends. Read the full article here.
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CMO Australia – CX APAC 2021

May 12, 2021
Leading Australian marketing outlet CMO Australia has published three features recapping three presentations from Forrester’s CX APAC 2021, a live virtual experience on May 11-12: VP, Principal Analyst Shar VanBoskirk’s keynote presentation on Forrester’s framework for customer obsession. CX Executive Partner and Senior Analyst Su Doyle’s track session on how to be a CX rainmaker. An industry keynote by ANZ CMO Sweta Mehra on taking up the mantle as customer champion to build [...]
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CNBC – The Global Chip Shortage Could Last Until 2023

May 12, 2021
VP, Research Director Glenn O’Donnell’s perspective about the ongoing global chip shortage is included in this CNBC article. Read the full article here. O’Donnell is also featured in a recent Business Insider article about the same topic.
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