Meet The Digital-Double Power Player
A digital double promises to save you time — but at the expense of your data.
View ArticleWant To Create Journey Maps That Accomplish Your Goals? Get Clear On Purpose!
Untailored journey maps often fail to illuminate and persuade. Learn how to get more value from your customer journey mapping work.
View ArticleGreeking Out: Aristotle’s Guide To AIOps Mastery
Aristotle’s wisdom nails it: mastering precision, appropriateness, timeliness, intentionality, and methodology isn’t just for anger management — it's crucial for AIOps too. In the chaotic world of IT,...
View ArticleQ&A With Keith Fletcher, International Customer Experience Manager At E.ON
Following his recent appearance on stage at Forrester’s CX Summit EMEA, Keith Fletcher, international customer experience manager at E.ON, answers more audience questions on using customer journeys to...
View ArticleFor Brands, The Olympics Is Unlike Any Other Sporting Event
The Olympics are global, prestigious, vast, and a tribute to extraordinary grit. Companies looking to leverage the games to promote their brands need to recognize the event's uniqueness.
View ArticleSoftware Design Gets An AI Infusion From Figma, And It’s Worth Trying Now
With Adobe’s $20 billion proposed acquisition of Figma called off in response to regulatory scrutiny based on insufficient understanding of how software is made, a sense of expectant curiosity...
View ArticleScaling Customer Success Through Digital Can Double Your ROI
Customer success (CS) teams continue to improve as important business functions. As B2B firms dedicate more resources to CS, leadership wants reassurance that this investment delivers solid returns....
View ArticlePlanning Season Is Coming. Use Forrester’s Planning Guides To Cut Through...
Our Planning Guides will steer you toward budgeting decisions that set you up for success in 2025. Get a preview of what to expect when the guides launch on August 1.
View ArticleEven GenAI-Trained Execs Are Confused About It (Our Survey Shows) — So Give...
Do executives understand generative AI (genAI) better than consumers do? Nope — apparently not. Our research shows that among consumers, generative AI is poorly understood or not at all (see The State...
View ArticleRevolut Secures Its Banking License — Crowning A Decade Of Digital Banks
Digital banks are gaining traction among consumers globally. Learn what incumbent banks should do to compete.
View ArticleSalesforce Makes Moves Into The Back Office With A Strategic Workday Partnership
Salesforce and Workday announced a strategic partnership to blend customer, financial, and employee data in a shared data foundation that negates the need to duplicate data or build custom integration....
View ArticleNot-So-Open Skies: Southwest Makes Historic Change
As Southwest navigates financial turbulence, there are lessons from companies on aligning brand experience with business realities.
View ArticleAnnouncing The Modern Application Development Services Landscape, Q3 2024
Modern Application Development Services Defined Clients want more autonomy to better control their own innovation and development capabilities to build modern and up-to-date custom applications. In...
View ArticleAlign Budget Planning To Accelerate Performance In 2025
Business and technology leaders are gearing up to spend in the coming year. Making the most of modest budget hikes will take cross-functional collaboration, a willingness to part with outdated tech,...
View ArticleCustomer Experience Leaders Are In Dire Straits — Invest To Overhaul Core CX...
Getting customer experience back on track will require doubling down on what matters most to customers. Explore a few of our recommendations for 2025.
View ArticleParis Olympics: Luxury Democratized, Ads Lose The Plot, Women Shine
Despite a soggy start, the Olympics are well underway, and they’ve delivered on their promise of thrills and chills. The abundance of sporting choices at these games allows us to view them through our...
View ArticleFor Demand And ABM Teams, 2025 Won’t Be About Doing The Same With Less But...
Forrester’s Budget Planning Survey, 2024, uncovers a dual narrative for marketers in the coming year: The challenge lies in managing tight budgets but also in the dichotomy of needing to invest in...
View ArticleFairy-Tale Data: The Comforting Fiction That Undercuts Your CX Efforts
Chances are that your organization is lying to itself about the quality of the customer experience (CX) it provides. It's time to stop paying heed to data that enables this.
View ArticleIs GenAI Falling Short? Not In The Contact Center
Infrequently asked questions is an example of how genAI is bringing value to the contact center
View ArticleUS Government Tackles “Doom Loops” (But Risks Customer Service Chaos)
This week, the Biden administration launched the “Time is Money” initiative that — as the name implies — aims to crack down on “corporate tricks,” referring to processes that are made intentionally...
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