The I&O Organization Under Pressure
Whither infrastructure and operations? Cloud-native, DevOps, and automation are turning I&O’s world upside down. As organizations move to self-provisioning, I&O professionals are rightfully...
View ArticleKill Customer Service Costs For Good
Are you leading or managing customer service? Then you, like many of your colleagues, may be looking for ways to reduce its cost. Our data shows that digital transformation results in a rise in call...
View ArticleIntroducing Forrester’s Adobe Services Coverage
“Well, it’s about time.” That’s what I hear every time I mention that we are going to cover the Adobe services market. When my Singapore-based colleague Xiaofeng Wang first suggested this, it hit me...
View ArticleEuropean Retail CX Scores Are Gradually Improving
The launch of Forrester’s Customer Experience Index (CX Index™) reports for UK and French retailers is a great way for me to dive into the topic of customer experience in a broader way than I have in...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
CVS Is Taking Its HealthHUB Digital Retail Innovation To Market Across 1,500 Of Its Pharmacies CVS’s HealthHUB, debuting at three store locations in Houston, Texas, transforms over 20 percent of a...
View ArticleB2C CDPs Need To Survive Before They Can Thrive
B2C customer data platforms (CDPs): all the hype, none of the follow through. That summarizes the analysis of the CDP space in our inaugural report on the category in 2018. We continue to field client...
View ArticleGuess What? GDPR Enforcement Is On Fire!
You read that right: GDPR enforcement is on fire! While fines are not always particularly high, our analysis shows that, in terms of volume, data protection authorities (DPAs) are rapidly increasing...
View ArticleChildren’s Data Privacy: What’s A Parent To Do?
Happy Data Privacy Day! What kinds of conversations do you have with friends and family about privacy? Over the holidays and through the new year, I had the topic of children’s data privacy and device...
View ArticleIt’s Time To Dust Off Your Pandemic Plans
During the past week, despite the significant efforts of the Chinese government (including the near lockdown of the city of Wuhan and a travel ban affecting more than 50 million people), the spread of...
View ArticleBroken Processes Are The Biggest Cybersecurity Threat To Your Organization
Many years ago, I read about a grimoire from the Middle Ages that contained a spell for summoning rats, with the basics of the spell consisting of throwing straw and dirty laundry in the corner of a...
View ArticleRitz Carlton vs. Mercedes: My Lessons From Testing Customer-Experience Experts
I read two Joseph A. Michellli books for my research last year: Driven To Delight: Delvering World-Class Customer Experience the Mercedes-Benz Way and The New Gold Standard: 5 Leadership Principles For...
View ArticleApple Posts Strong Quarter on iPhones, Wearables and Service Revenue
Apple started 2020 with another strong financial performance. There were no real surprises. I continue to be stunned by their ability to generate both revenue and profits in highly competitive...
View ArticleHelp Your Chatbots Break The Scale Barrier In 2020
My first interaction with a chatbot was seven years ago. A comical avatar popped up when I was trying to renew my auto insurance and offered help. But help it did not. I still gave the brand brownie...
View ArticleAs Bad Bots Evolve, Bot Management Solutions Evolve To Fight Them
One of my favorite things about covering the bot management market is that bots are not just a security issue. Sure, it’s common for bots to conduct credential stuffing attacks with a bunch of stolen...
View ArticleWork Hard . . . At Not Getting Your Phone Compromised
The recent news concerning the hacking of Amazon CEO Jeff Bezos’ mobile phone demonstrates that corporate executives are perfectly legitimate collection targets for governments. Powerful individuals...
View ArticleAI Solution Development Requires Trusted Cooperation For The Long Haul
Many AI practitioners and those exploring AI solutions expect to reap the benefits of AI technologies simply by adopting licensed API services in the cloud. However, in many cases, an out-of-the-box...
View ArticleIt’s Time For The Retail Industry To Challenge The Tech Titans
Four technology companies – Apple, Amazon, Alphabet (Google), and Facebook – have a collective market capitalization of more than $3 trillion. That’s 15% of US GDP. For years, retailers have been told...
View ArticleNavigate Through GRC Purchasing Decisions With These Three Considerations
The market for governance, risk, and compliance (GRC) technologies is competitive, diverse, and supports a broad range of capabilities. Having many options to choose from is a good thing; having too...
View ArticleMeasuring Business Value Is Within Your Reach
Measuring the business value of a specific investment — and thus measuring ROI — is often easier said than done. It can be confusing with so much information and so many different measurements. Should...
View ArticleRCS: What’s Going On?
Forrester published a piece on RCS called: “More Myth Than Magic – For Now.” (report is here if you are a client). For those of you not following RCS, it’s basically the carrier’s upgrade to SMS which...
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