What US Health Insurers Can Learn From The CX Leader In The Category
The approach that Florida Blue is taking to CX is working - and other insurers can learn from it. Learn how Florida Blue achieved a 5.8-point improvement in this year's CX Index.
View ArticleChannel Reimagines Physical Events, Looking To Reopen Slowly
This week, we have seen two examples of physical channel events take shape after almost six months of virtual. In earlier research around communities, I have pointed to the 150 events per year that...
View ArticleForrester Reviews And Scores US Mobile Banking Apps: What We Learned
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the...
View ArticleForrester Reviews And Scores Canadian Mobile Banking Apps: What We Learned
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the...
View ArticleWho Is Responsible For Responsible AI?
In 2019, we predicted that there will be three high profile AI related PR snafus in 2020. It’s only August and we’ve already seen plenty of examples of AI going wrong – the ACLU sued facial...
View Article“Roads? Where We’re Going, We Don’t Need Roads”
Doc Brown might have been five years off, but he was completely right. 2020 is here, and we don’t need roads or planes — all we need is a steady internet connection. The tale of the road warrior has a...
View ArticleInsurtech Funding Roundup, Q2 2020: Investors Find Opportunities Amid A World...
COVID-19 has drastically affected the world as we know it. However, insurtechs continue to bring innovation across the insurance value chain. As such, incumbents can’t stand still as these nimble,...
View ArticleTroubled Times Test Traditional Tech Titans
Cisco Systems stock fell over 11% today after it delivered its latest quarterly earnings yesterday. Cisco beat street estimates, but it fell based on a 9% YoY decrease in revenue and a weak outlook for...
View ArticleB2B Martech In COVID Times
A few weeks ago, I teamed up with some treasured colleagues to discuss the marketing technology landscape in a conversational webinar: Steve Casey, who joins me in covering B2B marketing technology,...
View ArticleSurvival-Mode Digital Strategy: Focus On Pragmatic Modernization
Digital leaders face tough decisions on where to invest limited funds. It’s no surprise that interest in digital has skyrocketed in a post-COVID-19 world. CEOs who put off digital investments to focus...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Gong’s Latest Round Launches Revenue Intelligence Into CRM’s Orbit Gong announced $200 million in Series D funding, following its $65 million Series C round in December of last year. Its $2.2 billion...
View ArticleKnowledge management solutions are powerful but choosing the right one is hard.
Since the start of the pandemic, customer service organizations are doubling down on their investments in knowledge management because these solutions: Empower customer service agents to deliver...
View ArticleUse Customer Understanding To Guide Your Pandemic Marketing Strategy
The COVID-19 pandemic adds even more consumer considerations to marketers’ already full plates. Stay-at-home orders, unemployment, and anxiety about the virus have altered shopping behavior, technology...
View ArticleDifferentiate With Customer Service For Marketing Success In The New Normal
Customer Service As We Know It Has Changed What is was customer service? All customer engagement in the post-sales customer journey Support to enable better use of a product or a service A mandatory...
View ArticleHow To Keep Marketing In A Pandemic
The COVID-19 pandemic upended the 2020 plans of many B2C marketers — amounting to a projected 28% decline in US marketing spend through 2021. Brands improvised, cutting media spend and adjusting their...
View ArticleWith Data Deprecation Picking Up Steam, B2C Marketers Must Rethink Their DMP...
B2C marketers’ most pressing top-of-mind issue is how data deprecation will impact targeting, measurement, personalization, and digital media buying. Data deprecation restricts tracking and access to...
View ArticleIntroducing The Forrester Tech Sustainability Framework
The high-tech and telecommunications industries are under increased scrutiny for their impact on the environment. The fact is that technology is often ecologically abusive in its manufacture,...
View ArticlePandemic-Era CDOs Represent The Whole Team: Not “Offense” Or “Defense”
If one more industry pundit tells me that the chief data officer (CDO) role has shifted from defensive to offensive positioning, I just might scream — or get pretty offensive myself. It’s not about...
View ArticleData Insights Bear Fruit For The Food Industry
The pandemic has impacted individual companies and industries very differently. Restaurants have been closed, while grocery stores have been overwhelmed with demand. Those who have capitalized on the...
View ArticleMarketplaces Make Their Mark In The Channel
Online marketplaces have been around in one form or another for decades. Accelerating the trend is a myriad of factors including changing buying behaviors and demographics, companies shifting to...
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