In 2019, Southwest Had A CX Disaster; In 2020, Its Customers Forgave The...
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry...
View ArticleSmackdown! Enterprise Monitoring Vs. TLS 1.3 And DNS-Over-HTTPS
Technically, the male praying mantis mates for life. If you know anything about the mating habits of the female sex of that particular insect, you now also understand the limitations of the word...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
The Clock Keeps Ticking On Microsoft’s Pursuit To Purchase TikTok In The US Late last year, we predicted that companies like Facebook or Meredith Corporation would court TikTok for acquisition but that...
View ArticleForrester Can Help You Craft Your Customer Obsession Strategy
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable...
View ArticleVirtual Event Momentum Will Move Strategy And Tech Forward Rapidly
B2B marketers are turning to virtual event solutions as an alternative to physical conferences and meetings during the coronavirus pandemic. Successful marketers start with strategy and define the...
View ArticleRethinking Sustainability In The Middle Of A Pandemic
Some people would call 2020 “biblical.” Fires raged across Australia for almost 80 days; a locust plague has ravaged East Africa; the COVID-19 pandemic has dramatically changed our way of living; and...
View ArticleDifferentiate Your Brand With Ethical Marketing: Join Me At Summit Asia Pacific!
Late last year, at Forrester’s Asia Pacific Predictions 2020 events, one of the predictions we made was “Leading brands will differentiate with ethical marketing to build long-term value.” Fast-forward...
View ArticleFinserv Leaders Must Keep Sight Of The Big Picture In The Midst Of The Pandemic
As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact...
View ArticleSecurity And Productivity Don’t Have To Be At Odds
Employees, are you sick of having to enter in a password every time you want to access task-critical information? Technology leaders, are you sick of employees going around your security policies and...
View ArticleThe Future Is Here: Google Moves Forward With Its Banking Marketplace
The future is here. As discussed in Forrester’s recent research on the future of banking, success for many banks will come from powering products and distributing through others’ marketplaces. And...
View ArticleLessons Learned From The 2020 European MSSP Forrester Wave™
My first refresh of the Forrester Wave™ evaluation on European managed security services providers (MSSPs) went live this week. In the previous Wave, differentiators in the market included matured...
View ArticleThird-Party Risk Management: You Can’t Outsource Your Way Out Of Accountability
Firms have been outsourcing systems, business processes, and data processing activities to third-party service providers (TSPs) for years, but they are only one category of relationships that introduce...
View ArticleInvest In The Right Technologies To Develop Your Financial Well-Being Program
Putting financial well-being at the core of their strategy is critical to financial services firms’ ability to win, serve, and retain customers. To develop their financial well-being program, financial...
View ArticleThe Biggest Digital Health Deal Of All Time: Teladoc Health And Livongo Merge...
Telehealth megamerger ushers in a new era of digital health.
View ArticleLean Isn’t Always Lean: There Are Lean Cores And Lean Cores In Banking
Learn the benefits of dividing traditional core banking solutions into the lean core and the digital core.
View ArticleGet Smart On CX Teams: An Interview With DoorDash
Anastasia Zdoroviak is senior manager of customer experience (CX) at food delivery technology company DoorDash. We spoke about the approach of the CX team and how they make sense of the different...
View ArticleOne Hand To Shake Beats One Throat To Choke
Technology buyers often seek purchases from one vendor because — as the saying goes — they want “one throat to choke.” This phrase always bothered me. You don’t want this relationship to be...
View ArticleThere’s A Growing Blind Spot For Your Security Team During The Pandemic — IoT...
The pandemic and subsequent lockdown have dramatically increased the number of employees around the world working from home. For many organizations, this has involved the purchase and deployment of new...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Mobile Advertising Comes Under Scrutiny Most data deprecation discussions center on cookies and web browsers. But two recent moves broaden the aperture to include mobile environments, too. First, Apple...
View ArticleThe New Normal For Customer Experience: Join Our Keynote At Summit Asia Pacific
As the pandemic peaks and wanes, businesses rethink their customer experience strategies and engagement models throughout the entire customer lifecycle – for some the change is a radical one. The...
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