HCOs: Optimize Self-Triage Now To Better Serve Patients And Members And Get...
During COVID-19, self-triage emerged as a critical component for healthcare organizations (HCOs) as members and patients struggled to navigate a complex ecosystem and determine the best setting for...
View ArticleEnsure The Proper Return-To-Work Strategies And Technologies For Your...
This collection of Forrester’s research will help you develop and execute a detailed return-to-work plan with the appropriate strategies, policies, and technologies to keep people safe, reduce risk,...
View ArticlePeacock Launch Puts User Experience At The Center Of The Streaming Wars
NBCUniversal’s entrant in the streaming wars, Peacock, launched this past week, offering a full library of the network’s current season, original shows, and archival “must-see TV” programs, including...
View ArticleValue Stream Management Tools Unlock Agile-Plus-DevOps’ Potential: Takeaways...
Application development and delivery (AD&D) leaders focusing on velocity and cadence are finding there’s more to software delivery than going fast. These leaders are realizing that shifting their...
View ArticleCanadian Tech Market Will Fall At Least 7% In 2020 Due To The COVID-19 Recession
The Canadian tech market will fall in 2020. The only question is how much. Forrester’s latest forecast for Canadian business and government of tech goods, software, and services shows the best case is...
View ArticleHow To Make Customer Service More Digital
Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
The EU-US Privacy Shield Was Just Invalidated: What To Do Now This week, the Court of Justice of the European Union handed down its ruling in the case popularly known as “Schrems II.” Why should you...
View ArticleHow Volkswagen Group Australia Ended Customer Experience Bonuses And Boosted...
We know it’s a bad idea to pay employees for achieving customer experience (CX) metric targets. But how can companies move away from that practice if they’re already doing it? Jason Bradshaw and Andrew...
View ArticleInsights From Forrester’s US Retail Recovery Heat Maps (April – July 2020)
Over the last three months, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating 11 metrics (across retail sales, local economic...
View ArticleThe Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game
Earlier this year, I blogged about how customer experience (CX) pros should be wary of what they hear about voice-of-the-customer (VoC) capabilities from some customer relationship management (CRM)...
View Article2020 German, French, And UK Tech Markets All Likely To Fall, With The UK’s...
We have just published our tech market forecast for the three largest European economies: France, Germany, and the UK (see “Tech Budget Outlooks For France, Germany, And The UK In A COVID-19...
View ArticleHelp us understand what industrial IoT platforms mean to your business
We're running a survey to understand what you expect from an industrial IoT platform.
View ArticleTech Alignment, Innovative Solutions, And Continuous Leadership Are Critical...
The pandemic is affecting different industries and businesses in different ways, so CIOs and other tech leaders must be mindful of their company’s situation, revenue outlook, and resources as they...
View ArticleHow has the pandemic impacted influencer marketing?
Clients have asked us: What should we do during the pandemic about our investments in influencer marketing? Is it tone-deaf to continue right now? Or is it actually an ideal time to use influencers? In...
View ArticleContainer Adoption Is On The Rise: How Can Security Keep Up?
Adopting containers has become increasingly popular — consider that, as of 2019, 33% of global developers indicated that their development organizations currently use containers, and another 25% said...
View ArticleStraight From The Source: Collecting Zero-Party Data From Customers
Marketers are building out experiences to ask customers about volunteer zero-party data that they can’t infer, buy, or collect elsewhere.
View ArticleThe Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful
Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected,...
View ArticleForecasting In Uncertainty: Q2 2020 US GDP Report Reveals Negative Surprises...
US GDP fell 32.9% in the second quarter. Learn the implications for the economy and the tech sector specifically.
View ArticleUse Forrester’s New Tech Tide™ Reports To Evaluate Your Martech And Adtech...
Marketers today must understand and use myriad technologies to support omnichannel ad strategies and deliver moments-based marketing. But the landscape of 7,000-plus options is overwhelming and rapidly...
View ArticleLow-Code Development Requires A Security Rethink
Low-code platforms speed delivery of applications, but are they secure? The answer is more complicated than I expected when I started this research project with my colleagues, John Bratincevic and John...
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