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When it comes to customer experience (CX) performance, healthcare organizations continue to lag.

The big seven agency holding companies — Dentsu Aegis Network, Havas Group, Interpublic Group of Companies (IPG), MDC Partners, Publicis Groupe, Omnicom Group, and WPP — are responding to CMOs' evolving needs with modified structures, new leadership, and consolidating service lines — but that isn’t enough.

While many digital leaders still view mCommerce as a scaled-down form of eCommerce, Forrester’s data forecasts that mCommerce from smartphones will surpass $117 billion in 2018 alone.

Who is the US retail shopper in 2018? While retail spending overall continues to grow, stagnant income and growing debt mean that households are trimming their budgets and moving their spending to the retailers that offer them superior value, convenience, and customer experience, whether online or in-store.

Consumers are accessing video content across a growing variety of channels, so advertisers can no longer rely on a single channel to deliver their message.

Marketers' use of artificial intelligence (AI) will multiply and mature in the next five to 10 years.

Apple is in a strong financial position today, but its future is not assured: Although both Apple and Amazon have an equal share of customers among US online adults, when forced to choose between the two companies, 42% of customers preferred Amazon, while just 24% chose Apple.

LONDON — 31 July 2018 — Over the next five years, online sales will drive almost half of retail growth in Western Europe.

Cambridge, Mass.

LONDON — 18 July 2018 — Mobile is becoming the preferred device for consumers on the go in Europe.

Digital transformation is becoming the norm in China; in the age of the customer, transformation requires gaining predictive insights into customers and business operations.

Human employees are increasingly being paired up with intelligent machines to reshape the future of work.

Mobile is becoming the preferred device for consumers on the go in Europe.

Forrester identified the top 12 emerging technologies that have massive disruption potential.

Connected technologies are transforming sports, from the individual consumer to professional athletes.

Forrester announced today that it has acquired FeedbackNow, a maker of physical buttons and monitoring software that companies deploy to measure, analyze, and improve customer experience.

For the fourth year in a row, USAA was the top-ranked auto and home insurance brand for effective, easy, and emotionally positive CX.

While CX slightly decreased, brokerage leaders USAA and Edward Jones have held their No.

The average score of luxury auto manufacturers increased by two points, as Forrester ranked CX quality of 22 luxury and mass-market auto brands.