AI Is Not Your Savior In Social Listening
You’re hearing with increasing frequency that social listening platforms (SLPs) are incorporating artificial intelligence and that AI may eventually unburden humans from heavy social data management...
View ArticleSocial Media Q4 Earnings Roundup: Holiday Ads + Mystery User Numbers
Ad Revenue “It’s every bit as certain as death and taxes.” (Meet Joe Black, 1998) . . . And I’d add “holiday advertising.” Q4 2018 proved yet again that advertisers ramp up their media budgets in Q4 to...
View ArticleUnlock The Mysteries Of IoT Pricing
Koninklijke Philips has come a long way since the Philips family began making light bulbs in the Dutch city of Eindhoven in 1891. Today the company focuses on healthcare, but it wants to do more than...
View ArticleWho Are You, Citizen Data Scientist?
Ugh. Everyone is talking about the citizen data scientist, but no one can define it (perhaps they know one when they see one). Here goes — the simplest definition of a citizen data scientist is:...
View ArticleThe Green New Deal Is Your Solution To Climate Change Risks
If you are reading this for the snark and jokes, thank you. We are so sorry to disappoint you, because we’re not sure how to make corporate climate risks funny. Instead, let’s have a sober discussion...
View ArticleThe Hidden Lesson In Big Beer’s Post-Super Bowl Antics (Hint: It’s Not About...
What everyone will remember most about “Super Bore LIII” is not the game or the ads but the post-game tit-for-tat between Big Beer brands Anheuser Busch InBev and MillerCoors. In case the game’s...
View ArticleCustomer Experience: France Is Lagging Behind
After New York City, San Francisco, Sydney, Singapore, and London, Forrester hosted its first event dedicated to customer experience in Paris, France. It was a great pleasure for me to host about 150...
View ArticleRedefine “Digital Transformation” In The Era Of Technology-Driven Innovation
What does the term “digital transformation” mean to you? Is it about digital customer experiences? Digital operations? Transforming business models? Leveraging software ecosystems? Is it a floor wax? A...
View ArticleUS Tech Demand Will Be Strongest In Domestic And Services Industries, Weakest...
Forrester has just published our 2019 industry outlook for US tech budgets, with forecasts for how firms in different industries will increase and allocate their spending this year (see the Forrester...
View ArticleAugmented Reality, Virtual Reality, And Mixed Reality Do Bring Value To Industry
Back in August of last year, I asked for good examples of augmented reality (AR), virtual reality, and mixed reality (MR), all together known as extended reality. Unsurprisingly, I saw plenty of...
View ArticleJoin The Progressive Web App Movement
Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it’s time to join organizations such as eBay, Financial Times, Flipkart, Starbucks, and West Elm in the movement...
View ArticlePragmatism Rules Finovate Europe 2019
Finovate Europe is back in full swing, so we wanted to share our impressions of day one. Here are Benjamin’s thoughts: And some further reflections by Aurélie and myself.
View ArticleHow to build a modern customer service agent workspace
Automation and AI increasingly handle routine tasks. Customer service agents already focus on escalations and exceptions. They need a powerful workspace to empower them to understand their customer,...
View ArticleMaximize Your Tech Investment By Making Sense Of The Digital Intelligence...
Digital Disruptions Complicate Digital Intelligence Needs Digital intelligence (DI) — the practice of understanding and optimizing digital customer engagements — has been around for as long as the...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Lessons From Toy Land: Digital Strategy Beats Digital Marketing Mattel and Hasbro announced earnings this week. Both saw sales decline from the collapse of Toys”R”Us. But Mattel’s sales declined only...
View ArticleTop 5 ABM Planning And Execution Pitfalls To Avoid
Extra, extra! Read all about it! TOPO declares that“86% of account-based organizations report improved close rates and 80% say it is driving increased customer lifetime value!” TribalVision channels...
View ArticleWhat To Expect From Mobile World Congress 2019 Beyond 5G And Foldable Phones
For the first time in 15 years, I will not attend Mobile World Congress (MWC). When I mentioned this to some clients, some of them told me, “Yes, you’re right: Mobile is dead. There is no innovation...
View ArticleFinovateEurope 2019: Top Three Themes
The two days of demo sessions are now over, so I wanted to share with you my thoughts on the three themes that dominated FinovateEurope 2019. (Apologies for the plane landing at the end. I’m reporting...
View ArticleEngaged Employees: You Can’t Get There Without Them
Truth is, in most of the reports we write about how to prepare your company for the future, two major recommendations always come out: Get your C-level leaders on board, and cultivate a culture that...
View ArticleGet Ready To Tackle CCPA
California is taking the lead in the US on privacy regulation with the adoption of the California Consumer Privacy Act (CCPA). Security and privacy professionals whose companies have consumers in...
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