Walmart Doubles Down On “Save Money. Live Better.” As It Wants To Help You...
Walmart quietly launched Walmart Insurance Services LLC. The new business entity moves Walmart beyond just offering education on insurance to selling health insurance policies. “Yes, you read that...
View Article“All Right, You Made Your Point. Now What Do We Do About It?”
On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
How Poor Pandemic Management Destroys A Brand As the rest of the UK started emerging from lockdown, the city of Leicester saw local restrictions reimposed due to a second wave of infections....
View ArticleEvolving Business And Technology Priorities In Asia Pacific Post-COVID-19...
The Forrester Analytics Business Technographics® Priorities And Journey COVID-19 Recontact Survey, 2020, fielded in May, confirms what we already knew from our clients: COVID-19 has had a significant...
View ArticleHow Shell Is Bridging The Technical Skills Gap
There’s been a ton of buzz and activity around my first report, “Mind The Cloud Skills Gap.” As such, when Shell presented at the IBM Think Digital event earlier this year about reskilling its staff, I...
View ArticleHow American Express Boosted Survey Response Rates Up To 3x
Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Luis and the team at Amex...
View ArticleManaging The Risks Of The New Remote Workforce
During the current COVID-19 crisis, working from home is a business necessity and no longer just a nice-to-have. In a normal year, only 5% of information workers primarily work from home, but since...
View ArticleForecasting In Uncertainty: Are Software Vendors Too Optimistic, Or Are We...
As I work on updating Forrester’s tech market forecasts for the US and the world, I have been struck by the disconnect between how I see the software market outlook and how vendors and investors see...
View ArticleExecutives Really Must Walk In Their Customers’ Shoes
Back when I was a customer experience (CX) practitioner, I regularly found myself reminding stakeholders up and down the organization that, just because they may have never experienced something, it...
View Article(Re)Launching Forrester’s Commerce Services Coverage
Forrester is (re)launching its commerce services research. I will be tackling this complex and important analysis to help retailers, brands, and manufacturers choose the best...
View ArticleClimate Risk Is Here To Stay – Emerging Solutions Help Your Business Adapt
The top five global risks identified in terms of likelihood in the World Economic Forum’s Annual Global Risks Report 2020 were all environmental or climate-related: 1) extreme weather events; 2)...
View ArticleMobile Banking Apps Take Center Stage As Australians Embrace Digital Banking
It’s mid-July 2020, and the world is a very different place than it was six and a half months ago! Just think of the ways we now interact with each other, carry out our daily activities, and buy and...
View ArticleThe Future Of Banking: Sneak Peek Into Our Upcoming Research
As part of our upcoming research report on the future of banking, Jacob Morgan and I have been interviewing financial services experts around the globe. Out of that research, four clear themes have...
View ArticleA Glimpse Into The Future Of Banking
COVID-19 is recasting the foundations of the future of banking and reshaping the digital agenda and priorities for many banks. Alyson Clarke and I have been interviewing financial services experts...
View ArticleBurberry’s Strong Sense Of Ethics And Legacy Of Digital Investments Sets It...
Burberry is the latest in a long line of retailers to announce staff cuts, store closures, and a rethink of some of its core assumptions about how customers interact with the brand and how work gets...
View ArticleIt’s Time To Say Goodbye To The EU-US Privacy Shield
In 2000, the European Commission (EC) introduced Safe Harbor. It was a principles-based, voluntary framework to allow companies to transfer personal data of European residents to the US. And Austrian...
View ArticleHow DBS has optimized operating model, governance and people enablement to...
This is part 2 of my blog on how DBS Bank set out to establish their enterprise data platform. You can find the first part here, and the full session for replay (as well as all other session replays...
View ArticleLearn The Key RPA Trends In China
The global RPA market has grown by leaps and bounds in recent years. In China, the market is still nascent, but has drawn a lot of attention since 2019 as existing and new vendors have started offering...
View ArticleNew Research: Reframing The Buy Vs. Build Choice
We’ve launched a new research stream seeking to create a “buy vs. build” decision framework for the digital era. Analysts at Forrester are observing very different behavior among clients who need new...
View ArticleMicrosegmentation: The Missing Piece In Your Customer-Obsession Puzzle
What is the first thing you do to solve a jigsaw puzzle? You separate the similar pieces. This could be by color, border edges, and even piece size. B2B marketers can learn a thing or two from all the...
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