The State Of CX Teams
There are no specifications for the perfect CX team. Yet our survey reveals a few notable trends.
View ArticleMorgan Stanley Grows Its Brokerage Business With E-TRADE Acquisition
Morgan Stanley announced today that it is acquiring discount broker E-TRADE for $13 billion, bringing 5.2 million new customer accounts and $360 billion in assets in the biggest takeover of a US bank...
View ArticleExplore Computer Vision To Boost Your Brand
The importance of logos, visuals, pictures, and videos is nothing new to advertising and marketing. However, the dramatic explosion in the number of consumer mobile devices with cameras and in the...
View ArticleHow Retailers Evaluate Commerce Solutions (Hint: It’s Changing)
Today’s consumers have high demands: They want a personalized shopping experience, attentive customer service, and they want the merchant to meet them where they are. That’s a tall order. Retailers are...
View ArticleTop Three Takeaways From The Kronos-Ultimate Merger Announcement
The human capital management (HCM) technology market is a hotbed of M&A activity, so to anyone who follows it, this merger shouldn’t be a huge surprise. In fact, when private equity firm Hellman...
View ArticleComputer Vision Joins The Fight Against Coronavirus
In China, local tech companies have worked to slow the spread of the illness, demonstrating the potency and real-world value of emerging technologies.
View ArticleRSA Conference Cancellations: Coronavirus Fears or Supply Chain Uncertainty?
As 40,000 attendees descend on San Francisco for the annual security pilgrimage that is the RSA Conference, more sponsors pull out of the event citing safety concerns over the Coronavirus (Covid-19)...
View ArticleThe Forrester Readiness Index: eCommerce — 2020 Will Provide Insights For...
While no single tool can provide all the answers when examining potential expansion opportunities, the Forrester Readiness Index (FRI) for eCommerce uses a wide breadth of data to aid retailers in...
View Article“Alexa, Stop Leaking My Data.” — How Consumer Smart Devices Threaten Company...
We’ve all heard the stories about how smart devices can enable hackers to spy on, and communicate with, unsuspecting victims. But while governments struggle to standardize security protocols for the...
View ArticleThe Good And The Bad Of US Federal Website UX
We recently evaluated seven of the most-visited US federal websites. Here’s a sampling of the good and the bad from what real users of these websites told us: “I found the website very easy to...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Don’t Read This Before Dinner There are some things that can’t be unseen. Chief among them, a Whopper decomposing in high definition to demonstrate that Burger King plans to remove artificial colors,...
View ArticleWhy The Private Sector Will Play An Increasingly Bigger Role In Climate...
In 2017, the US, famously and controversially, made the decision to withdraw from the Paris climate change agreement. And some of the 187 countries that remain in the agreement are struggling to meet...
View ArticleLegacy Brands, Take Note: The FTC Won’t Protect You From DTC Competition
The Federal Trade Commission (FTC) recently sued to block Edgewell’s acquisition of shaving direct-to-consumer (DTC) company Harry’s, fearing industry consolidation since Edgewell owns the Schick and...
View ArticleThe First-Ever Forrester Wave™ Evaluation On Security Awareness And Training...
It’s finally here! The first-ever Forrester Wave™ of its kind: “The Forrester Wave™: Security Awareness And Training Solutions, Q1 2020” is now live! It’s been an extensive and rigorous four months by...
View ArticleGoogle Moved The Privacy Protections Of Its UK Users To Its US Entity — This...
With Brexit official as of January 31, the UK and the EU now have just 10 months to hammer out the policy details of their separation. In the meantime, rules — including those applicable to data...
View ArticleBeware Of The Confusion: VoC Solutions Deliver More Horsepower Than What CRM...
Lately, we’ve received many questions about whether customer relationship management (CRM) vendors, specifically Salesforce, can do the same things that customer feedback management (CFM) platforms and...
View ArticleUnpacking “Value” As A Key Concept For Organizations
Ask three people what they mean by “value,” and you’ll get five definitions. Unfortunately, that lack of clarity means that your stakeholders and colleagues won’t understand the different concepts...
View ArticleTen Years In Augmented Reality: We’ve Come A Long Way [Wannaby]
Augmented Reality (AR) has improved dramatically in the past 10 years. Ten years ago, AR was far too often gimmicky, unstable and disappointing to consumers. It surfaced simple information well, but...
View ArticleLuxury Brands’ Three Best Practices In Coping With COVID-19
The COVID-19 outbreak is taking a toll on the global luxury industry that is heavily dependent on the spending of Chinese shoppers at home and abroad. In spite of difficulties, leading luxury brands...
View ArticleDigital Services 2020: Time For A Reality Check
Cliché, but true: Digital transformation takes more than a village. The Forrester Analytics Global Business Technographics® Business And Technology Services Survey, 2019, revealed that working with...
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