Establish, Scale, And Evolve Your CX Culture Work Practice
Culture work is the customer experience (CX) competency that amplifies all the other CX competencies — from design to measurement — and I’ve just completed a thorough refresh of Forrester’s core...
View ArticleDon’t Let Google’s Announcement Distract You From Your Data Deprecation Plans
Google announced on Wednesday that it will not build alternate identifiers to track individuals as they browse across the web, nor will it use them in its products. Within 48 hours, some of adtech’s...
View ArticleHow Many Products Can A B2B Sales Rep Sell?
Mergers and acquisitions and other major changes can place enormous pressure on frontline sales organizations. Learn when the strain becomes too much in this B2B Summit session preview.
View ArticleCX Pros: The Technology Convergence Continues
Medallia just announced its intent to acquire digital experience analytics vendor Decibel. This move underscores an important fact: Companies need more than just customer feedback to determine where...
View ArticleBosch’s Cultural Transformation Offers Lessons For Other Businesses
Listen to how Bosch is carefully weighing issues such as the speed of its cultural change and the impact on its brand image as an innovator against the value of its existing culture. And learn how to...
View ArticlePush-Down Query Capabilities: Five Questions To Ask Your Cloud BI Provider
Software-as-a-service (SaaS) offers many benefits, including but not limited to elasticity: the ability to shrink and grow storage and compute resources on demand. Clients of most leading enterprise...
View ArticleTargeting Better Together: Six Insights-Driven Best Practices For Sales And...
There is enormous power in building a proprietary set of insights that drive sales and marketing to the best-fit and most lucrative targets.
View ArticleKey Takeaways From The Forrester Wave™: B2B Marketing Events Management...
In Forrester’s recently published report, “The Forrester Wave™: B2B Marketing Events Management Solutions, Q1 2021,” we evaluated the 14 most significant ones — 6Connex, Bizzabo, CadmiumCD, Certain,...
View ArticleWhat CISOs Taught Me
First off, I’d like to express how thrilled I am to join Forrester’s security and risk research (S&R) team as a senior analyst. I’ve been working closely with this team for eight years in my...
View ArticleHow To Monetize Open Finance: Monetize Value; Price The Use Case
Open finance is driven not by regulators but by technologies such as open APIs. This is steadily changing distribution patterns within the industry toward embedded finance — a world of connectivity,...
View Article2021年预测：银行将需要再次了解客户
了解客户对于银行来说是支撑业务的基础能力。监管机构要求银行核实客户身份，分析金融交易来打击洗钱、恐怖主义融资与逃税漏税行为。除去监管合规的要求，银行也需深入了解客户，来为客户提供合适的产品、评估其贷款风险、并制定相应的销售与服务策略。点击“阅读更多”了解2021年银行应如何再次了解客户。
View ArticleKey Insights From The Forrester Wave™: DDoS Mitigation Solutions, Q1 2021
The summer before I joined Forrester, I volunteered briefly in the local prison library. The work was fulfilling, but it definitely had its prose and cons. Speaking of prose, you’re about to be treated...
View ArticleThree Ways To Protect Your Customer Base From Competitors
Our data shows that new logos account for close to 23% of total revenue, while retained business plus growth via upsell and cross-sell account for the rest. How are you protecting that 77%?
View ArticlePole Position: Three Ways To Fuel Your Content Engine For Success
Content engines in B2B organisations have their own fuel, care, and feeding needs to drive the right level of audience engagement.
View ArticleYour Future Of Work Requires More Creativity
It’s getting increasingly difficult to differentiate. Everybody reads the same Harvard Business Review articles and has access to the same try-before-you-buy cloud tools. But there is one lever of...
View ArticleHow To Build Great Digital Products
Back in 2014, my colleagues and I declared that “the future of business is digital.” Yet, to build a digital business, you must build digital products. And the most disruptive digital businesses —...
View ArticleCreate A Connected Experience To Grow In 2021
2020 was no doubt a crazy year. But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In Australia, one bank and two superannuation...
View ArticleGo 5D With Forrester’s Advanced CX Prioritization Model
In my earlier posts about customer experience (CX) prioritization, focusing on Forrester’s beginner-level and intermediate-level models, I covered the use of criteria around customer impact, business...
View ArticleMarketing Leaders, Tell Your Buyers The TEI Investment Story: Part Two
The transparency a TEI study offers allows your sales teams to focus their time on quality leads, rather than on those that will never close.
View ArticleBrand Go-To-Market Series: The CPG Category Is Taking Big Steps Toward...
The pandemic has been a pivotal moment for the consumer packaged goods (CPG) category. Before the pandemic, most CPG brands lacked direct-to-consumer (DTC) buy-ability on their website. However, the...
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