Laura leads the research organization that serves infrastructure and operations (I&O) professionals, security and risk (S&R) professionals, and sourcing and vendor management professionals. Her team's research agenda encompasses designing, building, operating, securing, and sourcing the systems, technologies, and processes that firms need to win, serve, and retain customers.
This report outlines the process of continuous optimization and describes how customer insights (CI) professionals can adopt it to deliver the right experiences at scale for every customer, every time.
This report gives European firms a framework to help them seize the opportunity of AI-driven personalization while avoiding its potential pitfalls.
This report outlines how Spanish employees feel one year into the pandemic about remote working, vaccinations, and the potential return to “normal” work.
Digital intelligence (DI) solutions allow firms to collect, integrate, and manage digital customer interaction data; process and analyze data to generate actional insights; and automate the continuous improvement of digital experiences. We've identified f
To deliver on the promise of customer obsession, firms must use a future fit technology strategy. As a CIO, CTO, or other key technology leader, you need to craft a plan tuned to a specific starting point in your IT transformation journey, the urgency wit
This report describes Forrester’s vision of digital intelligence: a modern approach to analytics that can be used to combine engagement insights from digital touchpoints to enable timely, customer-obsessed decision-making and digital transformation.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
