SMS In Emergency Situations: SF COVID19 Updates Via SMS
Mobile messaging on both the iOS and Android platforms offers a phenomenally rich feature set today that includes group messaging, rich media, presence information, applications, interactivity and...
View ArticleThe Odds Of A Tech Market Decline In 2020 Have Just Gone Up To 50%
Based on recent events, we are revising our tech market forecast for 2020 downward.
View ArticleHockey Stick Adoption Of Virtual Care Is Nigh As The Government Pushes Toward...
Virtual care will forever change how healthcare is delivered in the US, and it is on the cusp of mass adoption that is being accelerated due to the government’s response to the COVID-19 pandemic and...
View ArticleFast Failure Is Not Dead
The idea of fast failure is not a new or shocking revelation. Going back to the early 2000s, post dot-com bubble, the concept of fast failure was originally introduced as a methodology for businesses...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Pandemic Forces Agencies To Rethink Employee Experience A slew of industry event cancellations and delays — such as the live network upfronts, Advertising Week Europe, or the Cannes Lions International...
View ArticleChoose The Right Global Omnichannel Contact Center Outsourcer
Contact center outsourcing is dead! Long live contact center outsourcing! A combination of brands’ moves toward true customer obsession and the advent of conversational AI and other automation such as...
View ArticleThree Steps To Improving Customer Experience In The Middle Of The COVID-19...
Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.
View ArticleFuture Of Retail 2020: Retail B2C Marketers Manage Influencers, Marketing...
To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail”...
View ArticleA Spike In Home Workers Raises MFA Resilience Questions
In the midst of the coronavirus pandemic, many businesses are asking, or mandating, that office-based employees work from home. Millions of employees who have been logging in from workstations on...
View ArticleThe Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital...
Electronic health records (EHRs) have decimated physician productivity, while patient satisfaction remains stagnant. This has been the disappointing end to the nation’s first digital transformation...
View ArticleDecision Making During The COVID-19 Crisis Requires A Bias Toward People, Not...
The adage says that character is what you do when no one’s watching. But as the internet’s gargantuan reach brings radical transparency to the critical eyes of values-based empowered customers, what...
View ArticlePoint/Counterpoint: The Ethics Of COVID-19 Phishing
A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work...
View ArticleAWS Savings Plans: What They Are And Why You Should Care
Last November, Amazon Web Services launched AWS Savings Plans for EC2, Fargate, and Lambda. Unlike what the name may imply, Savings Plans doesn’t mean dollar accrual; rather, it’s a discount plan,...
View ArticleIntroducing The Forrester Wave™: Enterprise Detection And Response, Q1 2020
Today we published “The Forrester Wave™: Enterprise Detection And Response, Q1 2020” report to help you understand how the 12 most relevant vendors in the space are squaring off against each other,...
View ArticleMeasure What Matters: Unlocking The Power Of Partner Ecosystems Demands...
Today’s increasingly complex channel environment means once-reliable partner performance measurements such as revenue tiers, profit contribution, certifications, and customer satisfaction surveys fail...
View ArticleTech Leadership Churn in Australian Banks – Correcting The False Promise Of...
In early March we held our 5th Annual Financial Services Summit 2020 in both Sydney and Melbourne, where I presented on how customer-obsessed CIOs are driving business success by: Accepting that the...
View ArticleDisney+ To Reset The Streaming War In Europe Amid The COVID-19 Crisis
*Updated (March 20) Because of the massive increase of Internet traffic and the risk of network saturation due to the COVID-19, the French government and several telcos have asked Disney+ to postpone...
View ArticleConsumer Energy Drops On All Four Dimensions Amid COVID-19
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we applied Forrester’s Consumer Energy Index,...
View ArticleGetting Digital CX Right Amid The Pandemic
Emotion is the most important dimension of CX quality — even for digital. Our CX Index™ data proves it. That goes double given the uncertainty of the COVID-19 pandemic. Read three ways to ensure you're...
View ArticleForrester’s Latest Tech Market Forecast: Three Scenarios, With Best Case...
With COVID-19 still spreading and an ever-expanding range of quarantines, shut-downs, and other measures to contain the virus, it is impossible for us or anyone to make definitive predictions of its...
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