Project Cortex: Microsoft’s Bold Play To Help Optimize Corporate Knowledge
Project Cortex: Microsoft’s Bold Play To Help Optimize Corporate Knowledge Microsoft unveiled a significant new addition to its Microsoft 365 productivity suite today (November 4th) code-named Project...
View ArticlePredictions 2020: Insurers Will Seek To Engage Customers With Their Impact...
In 2020, insurance companies will battle back against the market changes by focusing on three key areas. Read Forrester's predictions for the insurance industry here.
View ArticleHow Much Is CX Actually Worth In Profit For Telecoms?
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this...
View ArticleMapping Trends, Part Two: Indoor Positioning And Mapping Standards
The mapping industry is massively underperforming its potential to drive the physical future of business and life. The internet of things (IoT), self-driving cars, augmented reality, and location...
View ArticlePredictions 2020: Old Rivalries And New Entrants Will Preoccupy Bank Execs
Incumbent banks will be challenged on multiple fronts in 2020. Read our predictions.
View ArticlePredictions 2020: Wealth And Investment Firms Will Copy Fintech Strategies
Wealth and investment management firms will look to protect revenue and thwart disruption by taking cues from fintech companies.
View ArticlePredictions 2020: Medicare, Price Transparency, And Virtual Care Take Center...
With more volatility expected in 2020, read Forrester's predictions for the US healthcare market, focusing on Medicare For All, the executive order on price transparency, and the growth of virtual care.
View ArticlePredictions 2020: Retailers Seek An Edge Amid Uncertainty
As social, political, and economic forces create murky conditions for retailers, they will explore new ways to differentiate themselves. Read our predictions.
View ArticleMoney20/20: My Five Key Takeaways
I had the privilege of attending Money20/20 in Las Vegas in late October. Over three days, I had more than 20 meetings with the best thinkers in payments. Here are my five key takeaways: The...
View ArticleWhat Will Mobile Commerce Look Like In 2030?
mCommerce in 2030 will not be mini eCommerce. In an upcoming stream of research, my colleague Julie Ask and I asked a simple question: What will mCommerce look like in 2030? We identified six...
View ArticleUnderstand The eSourcing Software Provider Landscape
Sourcing software helps firms create, organize, and manage sourcing events that will allow them to get the best deals on direct materials, indirect materials, and services. Generally, eSourcing...
View ArticleFocus HCM Investments On Two Key Overlooked Areas For Higher Business Value
As Warren Buffett said, “Only when the tide goes out do you discover who’s been swimming naked.” Or, put another (potentially less embarrassing) way, you really don’t know the risks you’re taking until...
View ArticleRIP, RFP — This Is Not Your 1990s Vendor Selection Process
The RFP (request for proposal) is close to extinction. Let me explain why. Companies use the RFP process to show that they have: Established comprehensive requirements. Considered and reduced risk. An...
View ArticleThe Business Case For Modern Sales Enablement
In this video, I introduce my latest report, “Building The Business Case For A Modern Sales Enablement Toolset.” This research features a customizable financial analysis of the ROI of sales enablement...
View ArticleHealthcare Organizations Must Future-Proof Revenue Strategies By Embracing...
The time to transition from fee-for-service models to value-based care (VBC) models is here, as those that continue to delay will be left behind! Many health systems have taken a wait-and-see approach...
View ArticleAnother CMP Gets Swallowed Up (Percolate, By Seismic), And What It Means To You
Sales enablement automation (SEA) vendor Seismic announced its acquisition of content marketing platform (CMP) Percolate yesterday at its annual customer event, Seismic Shift. The San Diego-based...
View ArticleForrester Publishes NPS Benchmarks For 260 Brands In 16 Industries
Forrester has been measuring Net Promoter Score (NPS)* for four years as a part of our annual CX Index survey. Because customer experience (CX) pros have been asking how their firm’s NPS compares to...
View ArticleGetting Chatty With Bixby (Samsung’s Intelligent Agent)
(With Julie Ask) Last week, Samsung hosted its annual Developer Conference in San Jose, California. Developers sampled the company’s latest offerings for mobile app and web development, the internet of...
View ArticleIntegrated Risk Management: What Is It?
I am often asked, “Renee, what is integrated risk management (IRM), and how is it different from GRC?” You are neither misinformed nor are you horribly confused. We have been on a seven-year journey...
View ArticleThere’s Just One CX Metric That Matters To Your C-Suite — But You’re Not...
I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS).* It’s also not level of...
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