Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy
How do you build reputation? How do you gain trust and sustain it? These questions are as fundamental for every organization as it is for every individual personally. Trusting a company is even more...
View ArticleThe Future Of Contact Center Work: How To Source New Agent Talent
As AI and automation infuse the contact center, the role of the agent changes. Contact centers already see: Agents losing their jobs. Modern self-service technologies are giving customers the ability...
View ArticleThe Three Megatrends For Customer Service In 2020
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
View ArticleThe Best And Worst Of Branding In 2019
Three brands that shined and three that lost some luster in 2019, along with what to look for in 2020.
View ArticleGoogle Takes Aim At Third-Party Cookies — Here’s Our Take
Google’s recent announcement that it will deprecate third-party cookies in the next two years and turn to its privacy sandbox for alternative solutions has only added to the advertising ecosystem’s...
View ArticleNRF 2020: Robotics Realize Real-Time Retail
I’ve just returned from NRF 2020. There were more than 40,000 attendees and 800 exhibitors from 99 countries. They showed how to deliver real-time retail, applying technology to win, serve, and retain...
View ArticleThe F5 Acquisition Of Shape Security: An Insider’s View
David Holmes formerly worked for both F5 Networks and Shape Security. The F5 Networks acquisition of Shape Security marked the third time in a year that a web application firewall (WAF) vendor...
View ArticleGreat Product Experiences Start With Great Product Data
Product information management (PIM) tools help marketing and product teams ingest, enrich, and distribute product data — but the functional description sells the full value of PIM short. The mandate...
View ArticleWith Good Foundations, Augmented Reality Offers A Great Way To Engage With...
Augmented reality (AR) and the internet of things (IoT) — in principle, these two hot technologies are a great match, with data streaming from IoT-connected machines to be used by AR-wielding engineers...
View ArticleUse Our Latest Forrester Wave™ To Pick The Best Vendors For Marketing...
Happy New Year! And what a great way to start the year: with the new publication of “The Forrester Wave™: Marketing Measurement And Optimization Solutions, Q1 2020.” Jim Nail, Joe Stanhope, and I...
View ArticleA CISO’s Guide To Leading Change
Everyone I’m speaking to in security at the moment is going through some kind of an uplift, a transformation, or a major program of works (e.g., Zero Trust). As someone who’s had to kick off and lead...
View ArticleWhat Is The ROI Of Digital Transformation In Insurance?
I work with digital execs at global insurance firms that are in the throes of digital transformation. One of the top inquiries that I’ve received from our insurance clients is: What is the ROI of...
View ArticleHeard At NRF: Contradictory Conversation From Vendors — “Unified” But...
At NRF 2020 Vision, commerce tech vendors touted their latest innovations for digital retail. The theme, from booth to booth, was an eerie echo of words like “connected” and “unified.” NRF’s Digital...
View ArticleApple’s $200M Acquisition Of Xnor.ai — A Snapshot Into Our AI-On-The-Edge...
(Jeremy Vale coauthored this post.) Cellphone manufacturers are struggling to differentiate themselves. In the ads from the late 2000s, new phones were sleeker, faster, contained more memory, and could...
View ArticleThe NRF Innovation Lab — Technology Vendors Aim To Revolutionize The Way...
Last week at the NRF 2020 Vision show, I spent a few hours at the immersive Innovation Lab exhibit that showcased over 50 “new-to-market” technologies to transform the customer’s shopping experience....
View ArticleHealthcare And Pharma Startups Chase Empowered Patients
You might have heard of a little internet company that dove into the pharma space recently: Amazon. Amazon’s not alone. We’ve found more than 50 companies (mostly smaller startups) that are pioneering...
View ArticleThe Forrester Readiness Index Highlights Countries Ripe For Digital Marketing...
Marketers should take a closer at how their digital advertising budgets are allocated globally. While a huge market such as China deserves marketers’ attention because of its size, our analysis shows...
View ArticleIs It Structure That’s Killing Your Pivot To Customer-Centricity?
The theme of Forrester’s Predictions 2020: B2B Marketing And Sales report was “Accelerating Response To The Great Expectations For The B2B Buying Experience.” The report made 5 unique calls, one of...
View ArticleMeet Your New Threat Intelligence, Vulnerability Management, And ICS Research...
This month, I joined Forrester’s security and risk research team as a senior analyst covering cyber threat intelligence, digital risk protection, vulnerability management, and industrial control system...
View ArticleCannabis Dispensaries: Security And Risk Considerations For Continued Growth
In the US, cannabis is fully legal (medical and recreational) in 11 states and Washington, DC. For medical use, it is legal in 33 states. This is a flourishing industry, with one study conservatively...
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