Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer...
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic....
View ArticlePredictions 2021: Banks Will Need To Get To Know Their Customers (Again)
The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.
View ArticlePredictions 2021: Wealth Management Firms Embrace Digital To Thrive
The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but will move beyond them.
View ArticleSupporting Healthcare With IoT: Philips
My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices...
View ArticleAdobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility
This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating...
View ArticleTake A Chance On Your Holiday Podcasts
Marketers are itching to get close to consumers in time for a holiday spending surge. This season, we think marketers should take the opportunity to be bold (at work) with their podcasting efforts. We...
View ArticlePredictions 2021: The Time Is Now For AI To Shine
In 2021, business and IT leaders will be forced to tackle some long-lingering AI challenges head on to successfully emerge from the pandemic. Read Forrester's AI predictions to learn more.
View ArticleSegment And Benchmark Your Journeys To Drive Emotional Engagement
We know customer journeys matter. We know emotion matters. But do we know what “good” looks like when it comes to customer journeys? Do we know how to design for emotion? Well, the two are inextricably...
View ArticleHow To Measure Value For Customers
Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure...
View ArticleThe Time To Embrace Business Ethics Is Now
In the midst of a pandemic, when the global economy is shrinking and society is arguably more divided than ever, this is the time to embrace ethics. If you are wondering why, join me for my keynote...
View ArticleThe Power And The Peril Of APIs
Every time we come up with new ways to build and deploy applications, we also come up with new ways to break them. Did SQL make it easier to access and manipulate large amounts of structured data? You...
View ArticleCalling Business Resilience Pros!
Each year, Forrester Research and the Disaster Recovery Journal team up to launch a study examining the state of business resiliency. We focus on a different, rotating resiliency domain each year: IT...
View ArticleWhat Were Other Retailers Up To This Prime Day?
Since 2015, Amazon has hosted its annual summer sale, Prime Day, an exclusive deal event for its Prime members. In 2019, shoppers purchased more than 175 million items during the event, and its sales...
View ArticleTIBCO’s Acquisition Of Information Builders Signals More BI Market Consolidation
The business intelligence (BI) vendor consolidation trend that started earlier in 2019 continues. Today, TIBCO announced its intent to acquire Information Builders, Inc. (IBI) — one of the oldest...
View ArticlePost-Pandemic, The 2020s Will Require A New Enterprise Tech Strategy
If the rest of the decade is anything like 2020, tech leaders are in for quite the ride. With an overnight forced migration to all things digital and virtual, projects that previously took two years...
View ArticleZero Trust Adoption Gains Traction In Asia Pacific, Not A Minute Too Soon
While Zero Trust (ZT) security is mainstream in the US and Europe, it has only just begun gaining momentum in Asia Pacific (APAC). Why now? The global pandemic has accelerated cloud migration and...
View ArticleBlick voraus: Was europäische Entscheider in 2021 erwarten dürfen
Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir...
View ArticleHow Luxury Brands Must Close The Digital Gap
Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then, luxury brands have moved from relative inertia to a range of...
View ArticlePredictions 2021: Grounded Sellers Fly In The Face Of Old Norms
COVID-19 accelerated the digital next normal for B2B sales. What lies ahead? Read an overview of our 2021 B2B sales predictions.
View ArticlePredictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses
The events of 2020 changed how B2B marketers engage with buyers. Look for the transformation to continue in 2021.
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