It’s Time To Fight For Consumer Hope
“Digital platform” is a term I first proposed more than a decade ago to describe a new breed of company that was about to dominate in our economic and social discussions. The term never caught on, sad...
View ArticleA Recession Looms — How Will You Keep Experience In Focus?
In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic...
View ArticleThe Future Is Unwritten: Writing The Future Of The Insurance Agency
I recently kicked off a new stream of research that will assess the future of the insurance agency. I am evaluating 5–10 years out and welcome your input. Rapidly advancing digital technologies...
View ArticleEX Measurement Best Practices: What Are The Right Metrics And Data Sources?
Most companies devote so much time and attention to surveying employees that they overlook other sources of insights. What’s more, they fail to use the insights they do collect to make employee...
View ArticleCall To Participate: ARMA And Forrester Joint Survey Tracking Records And...
ARMA International and Forrester have partnered once again on a joint survey to track the records and information management (RIM) trends facing enterprises. ARMA brings a community of RIM leaders...
View ArticleApple Puts the Promise of Health Innovation in the Hands of Consumers…Pun...
“Today’s announcement carries our commitment to health even further by engaging with participants on a larger scale than ever before.” Jeff Williams, Apple’s chief operating officer At Apple’s special...
View ArticleHow To Pick The Right Partners To Accelerate True Digital Transformation
Let’s face it, digital transformation efforts frequently over-promise and under-deliver. Many “transformations” fail to deliver on expectations simply because they are not really transformative....
View ArticleBuild An Adaptive Workforce For Customer Obsession
Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is...
View ArticleJoin Us At Forrester’s Data Strategy & Insights 2019 Forum
As a data and analytics leader, you have the means to help your company reimagine your business. There’s an opportunity for you to become a meaningful change agent in your organization. Not sure where...
View ArticleSeeking New Opportunities To Deploy Internet Of Things (IoT) Use Cases? Check...
Is your organization currently deploying or planning to deploy internet of things (IoT) solutions as part of your digital transformation strategy? Check out the video to hear what types of IoT use...
View ArticleRome Was Not Built In A Day, And Neither Are Digital Businesses
As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on...
View ArticleDoes ABM Help Produce Better Revenue Results?
Join me on a stroll down ABM memory lane? In September 2016, Forrester’s B2B marketing and sales research team published our first series of reports about account-based marketing (ABM). In November, we...
View ArticleThe Holiday Season, 2019: AD&D Leaders Should Test Customer-Facing...
I don’t know about you, but the holiday season still always finds me personally unprepared, with a huge list of gifts still to find well into December. There’s less excuse for retail AD&D...
View ArticleThe Holiday Season, 2019: AD&D Leaders Should Deploy Sophisticated Analytics...
The holiday season tests to the max the effectiveness of each retailer’s demand, price, and assortment planning and its allocation of inventory to channels and regions. To ensure success: Use data to...
View ArticleIt’s Time To Reinvent Mapping For The Physical Future
We have 50 years of experience with digital maps, so you might think the mapping industry would have it all figured out. After all, after 50 years of AI, the software industry figured out how to put...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Apple’s 2019 Event: What’s Missing Is What’s Telling — Branding When Apple cuts prices, you know there’s a problem. A price premium signals brand strength; any contraction is a cause for concern. Yes,...
View ArticleCountdown To Showdown: Domino’s Supreme Error And Why Businesses Should Do...
When you hear “Domino’s” and “supreme” in the same sentence, you could be forgiven for thinking we’re talking about the “Supreme” on its menu — a pizza loaded with pepperoni, bacon, beef, sausage,...
View ArticleHave You Been Asked To Help Use Dark Patterns?
“I tried to stop it from happening, but they just ignored me.” That’s what one person told me recently — and many others responded similarly — when I blogged about my upcoming keynote at CX SF and...
View ArticleRealize Your (Computer) Vision, With Help
No in-house computer vision experts? How about large volumes of high-quality labeled images and videos? No? No problem. Find out about the enterprise computer vision vendors — offering computer vision...
View ArticleAnnouncing Forrester’s First Wave For AI Consultancies in Asia Pacific
I am happy to share that the Forrester Wave™: AI Consultancies In Asia Pacific, Q3 2019 is now live. For the first time we are evaluating the service offerings for AI consulting services in Asia...
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