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In its first internet-of-things (IoT) spending forecast, Forrester has focused on forecasting the direct company spend on IoT-specific products and services, without including the value of additional general-purpose technologies, such as new storage, that may also be required. Forrester forecasts that companies will spend $434.9 billion to design, plan, build, and run IoT solutions by [...]

Today, savvy customers worry about their privacy and a business’ ability to protect them from cybercriminals, fraudsters, dubious third parties, and government surveillance. As attackers increase their sophistication, CIOs must adopt automation in areas such as protection, breach detection and response, data intelligence, and privacy workflow. Forrester outlined the four proactive stages businesses should take to [...]

While 23% of consumers felt “disgusted” by Nike’s Colin Kaepernick ad campaign, 26% of consumers reported a positive emotional response. Nike’s market price is also at an all-time high of $135 billion. This correlation suggests that Nike took a calculated risk, knowing its shoppers tend to be young urbanites with little military affiliation. As a [...]

The evolution of cash to digital payment methods is surging globally, growing to a $10 trillion-plus market. But as venture funding for consumer payments increases and the economic and political forces shaping payments intensify, another evolution is coming — it includes the rise of biometric payments, invisible transactions, and more orchestrated rewards. Forrester believes the future [...]

Studies show that “bad bots” account for up to 29% of all internet traffic, significantly degrading performance and availability of web services. They compromise the security of applications and distort data used to make business decisions. New research from Forrester explains some of the implications as well as how businesses should handle their bot program [...]

Deep learning focuses on leveraging artificial neural networks to extract features from data for prediction and classification. While the human brain’s gray matter is not easily scalable, deep learning models are because this software can be replicated digitally in perpetuity. The revolution has started — and when it gets big enough, it disrupts. Click here [...]

LONDON — 4 September 2018 — Audi Germany’s site earns the top spot in Forrester’s review of European auto brands’ websites for best functionality and usability. Nevertheless, none of the auto brands Forrester reviewed achieved Leader status because they failed to “meet today’s digital shoppers’ expectations of personalized experiences or provide the right tools to help [...]

Cambridge, Mass., August 29, 2018 – Forrester today announced the launch of its CX Certification product, a first-of-its-kind training program that builds the skills companies need to create better customer experiences. The program offers a unique blend of hands-on learning and self-paced lessons in a digital learning platform, taught by Forrester experts drawing on more [...]

Some 60% of B2B buyers prefer not to interact with a sales rep as their primary source of information. The stereotypical B2B salesperson, who fights over leads, only works the phone, and takes clients to golf, is obsolete. Sellers must evolve to succeed, which includes taking an omnichannel approach, being empathetic and trustworthy, and engaging [...]

Advancements in 3D printing stand poised to revolutionize the way mass-produced products are designed and made. With this technology, product makers can accelerate time-to-market, reduce supply chain costs, increase returns on parts, and enable mass customization. Meanwhile, barriers to entry in manufacturing will decrease, allowing new competitors to drive disruption. Forrester evaluated 38 3D printing [...]

More than half of global Fortune 100 brands have landed in hot water over the past three years. Brand crisis is inevitable, but traditional crisis management protocol will only make it worse with its cold, corporate, “control and communicate” ways. Companies face more scrutiny than ever from consumers who demand that the brands they favor [...]

LONDON — 21 August 2018 — Road accidents killed more than 1.4 million people worldwide in 2016. Cybersecurity vulnerabilities in autonomous vehicles (AVs) and connected vehicles (CVs) have the potential to add to that grisly total. These vehicles present new opportunities for a company’s mobility services, improved logistics and shipping, public transportation, service delivery, customer [...]

Instagram is quickly cementing itself as the preferred social network among 18- to 29-year-olds. Brands and businesses that want to utilize the new wave of voice assistants — such as Amazon’s Alexa, Apple’s Siri, and Google Assistant — need to make sure these services meet consumer demand. Read this report to understand why Europeans adopt technology [...]

When it comes to customer experience (CX) performance, healthcare organizations continue to lag. Healthcare firms have a hard time understanding customers, let alone creating experiences that meet their expectations. Less than half of customers are satisfied with the way health insurers communicate with them. Forrester explains seven ways that healthcare CX pros can optimize CX [...]

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. Forrester’s Jay Pattisall and Ted Schadler make four predictions [...]

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. Strengthening this breakthrough, US smartphone retail sales are expected to influence $1.3 trillion in 2018. This forecast focuses on the current state of mCommerce and how it will evolve by 2022 and highlights restrictions like low conversion rates and [...]

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. Forrester explored the ways to win the loyalty [...]

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. Forrester’s new forecast provides data on video users across 14 categories, online versus offline video time spent, and the segmentation of video ad spending across TV, display video, and social [...]

Marketers’ use of artificial intelligence (AI) will multiply and mature in the next five to 10 years. While it won’t fundamentally change the purpose of the marketing function, AI will become CMOs’ best friend, enabling their teams to return to marketing’s essence and embrace modern marketing faster. Forrester predicts that AI will free marketing from [...]