Featured Blogs

Blog

CX Leaders, Prove Us Wrong: Defy 2023’s Troubling Trends

Judy Weader February 27, 2023
We were thrilled with the response to our 2023 CX Predictions webinar. Here, we answer audience questions on common CX topics.
Podcast

How B2B Marketing Leaders Can Deftly Navigate Uncertainty

What It Means 1 day ago
How can B2B marketing leaders chart a steady course for growth in a fickle economy? By taking cues from companies that have achieved strong revenue growth, says VP and Principal Analyst Barbie Mattie. On this week’s What It Means, she provides data-backed recommendations for actions to take.
Blog

Announcing The Finalists For The Inaugural Customer Obsession Awards In North America

Rick Parrish 1 day ago
Meet the finalists for Forrester’s inaugural North American Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award.

Tackle 2023 With Bold Action & Clear Focus

Get our Predictions 2023 Guide to see the 12 big-impact dynamics that leaders will have to navigate in the coming year.

Blog

Cryptocurrency For CEOs

George Colony 3 days ago
What should business leaders make of crypto, particularly in light of recent events — and what does the future hold? Here, we break down the biggest takeaways for CEOs.
Blog

Reconfiguring Reporting Lines Is No Quick Fix: Insights From Our B2B Marketing Predictions Webinar

Amy Hawthorne 4 days ago
Our recent B2B marketing Predictions webinar explored how some organizations will try to strengthen marketing-sales alignment. Learn how that could fall short — and what the better alternatives are.
Blog

When Profits And Principles Collide, Everyone Loses

Brandon Purcell 6 days ago
Microsoft's recent layoff of its entire ethics and society team serves as a powerful reminder to companies to take charge of their own ethical destinies.

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Blog

Companies Have Agnosia About Experiences

Carlos Casanova 5 hours ago
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them. 
Blog

A TikTok Ban? It’s America First, Taking Aim On Short-Form Video

Mike Proulx 10 hours ago
TikTok CEO Shou Zi Chew testified before the House Energy and Commerce Committee today amidst rare bipartisan agreement that the app poses a national security threat to the US and should be banned. A TikTok Ban Is Preemptive, Based On Suspicion, Not Substantiation The statements made and questions asked by members of Congress today are […]

Planning Guides 2023

Get planning and budgeting guidance for tech, CX, marketing, and other functions to help you make the right decisions in the year ahead.

Blog

Navigate Cloud Migration And Modernization In Asia Pacific

Guannan Lu 1 day ago
Firms need help dealing with challenges related to the migration, modernization, and management of workloads across hybrid cloud environments; lacking the relevant skills and expertise in house, they turn to professional services to help them realize cloud benefits faster. Sam and I recently published The State Of Cloud Migration And Modernization Services In Asia Pacific, […]
Blog

For US Consumers, The Pandemic Is Going, But Not Gone

Audrey Chee-Read 1 day ago
All signs point to the COVID-19 pandemic being fully behind us: The Biden administration’s COVID-19 national public health emergency protocols are set to end on May 11; consumers’ comfort in pre-pandemic activities, such as going to a concert or a museum, is increasing over time; and while travel is starting to recover, the lack of […]
Blog

Europe-5 Online Retail Sales Will Reach €553 Billion By 2027

Jitender Miglani 1 day ago
The Europe-5 markets comprise the top five economies in Europe — in order of size, those are Germany, the UK, France, Italy, and Spain. In 2022, total retail sales for the Europe-5 countries continued to grow strongly, but this growth actually shifted from online channels and touchpoints to offline channels and touchpoints. You read that […]
Blog

UBS Acquires Credit Suisse: A Trust Crisis That Continues To Unravel

Jost Hoppermann 1 day ago
Poor risk management practices, a questionable corporate culture, and a long series of scandals created an explosive mix that led to Credit Suisse’s collapse and consequent acquisition by rival UBS. While each theme deserves its own analysis, the sum of these events provides a crisp example of how the bank undermined the very definition of trust that ultimately caused its collapse. Here, we discuss the implications of the “rescue” of Credit Suisse by UBS.
Blog

B2B Content: Experimentation Means Bold Bets And Cold Sweats

Phyllis Davidson 2 days ago
Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.

Shape Your 2023 Cybersecurity Priorities For Uncertain Times

Join us for a planning webinar to learn how you can budget and align your 2023 cybersecurity plans for what’s ahead.

Blog

AI In Collaboration Tools Is A Tech Problem In Need Of A Human Solution

J.P. Gownder 2 days ago
Generative AI — where AI generates novel content in response to a user’s natural-language request — is about to get baked into our collaboration tools. On March 16, Microsoft announced Microsoft 365 Copilot, which injects generative AI directly into the company’s productivity suite (including Word, Excel, PowerPoint, Teams, and more). This follows Google’s recent announcement […]
Blog

Disruptive Innovation Is Shaking Up The Sales Performance Management Technology Category

Seth Marrs 3 days ago
Until recently, cost and implementation complexity limited SPM solutions to mostly large companies with complex use cases. Our Forrester Wave™ evaluation covering SPM shows that new entrants are providing solutions using modern technology that disrupt the status quo and generate value beyond the most complex use cases.
Webinar

Navigating Economic Uncertainty: Insights From B2B Marketing Peers

Join us for a live webinar to explore the B2B marketing trends critical for thriving in 2023. 
Blog

Generative AI Gets An Upgrade To Business Class With Adobe Firefly

David Truog 3 days ago
Adobe’s new Firefly service is a leap forward in comparison with other generative AI services for images — it’s a Napster-to-Apple inflection point that bodes well for the future of creativity.
Blog

Invest In A Cross-Channel Marketing Hub To Elevate Your Campaign Strategy

Rusty Warner 3 days ago
Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. That’s a tough job if your martech ecosystem is overly complex or badly integrated — or both. A cross-channel marketing hub (CCMH) can help marketers overcome data and channel integration complexity to consistently engage […]
Blog

Want Better Content Performance? Fix It At The Source.

Kathleen Pierce 3 days ago
Marketing and sales enablement teams often struggle with poor content performance for years because they're not addressing the root causes. Conducting a content inventory health analysis helps pinpoint what's going on with findability, relevance, and quality issues, pull in the right teams to eliminate the problems, and then track the right progress metrics.
Blog

Customer Service In 2023: CX Front And Center

Christina McAllister 4 days ago
It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. In times like these, customer service teams are often pressured to cut costs — at all costs. While we don’t expect that to change entirely, we […]
Blog

New Forrester Wave™ Evaluation Examines Customer Feedback Management Technology

Colleen Fazio 4 days ago
Sixty-nine percent of global voice-of-the-customer (VoC) and customer experience (CX) measurement leaders use a customer feedback management (CFM) tool, according to Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success. And yet […]
Blog

HPE Ramps Up Hybrid Cloud Management With OpsRamp Acquisition

Carlos Casanova 4 days ago
On Monday, Hewlett Packard Enterprise (HPE) announced its intention to acquire OpsRamp, which offers a multitenant AIOps-powered IT operations management (ITOM) solution for hybrid cloud environments. Its AIOps solution will be integrated into HPE’s GreenLake edge-to-cloud Platform. OpsRamp’s 300 employees will join HPE’s office of the CTO. Terms of the OpsRamp acquisition were not announced, […]
Blog

Beyond The Hype Of Generative AI For Users Of Sales Tech

Seth Marrs 4 days ago
This blog provides an overview of what generative AI is — and what it is not — for B2B sales organizations.

Is Your Data Ready For AI?

Learn the 8 phases of shifting to an AI-first data strategy.  

Blog

What’s Wrong With Your CMO Dashboard?

Subhendu Pattnaik 4 days ago
At the recent NASSCOM event in Mumbai, I had some great conversations with CMOs from many B2B organisations. In those discussions, a few topics bubbled up to the top more often than others. The unpredictability of the business landscape and changing buyer behaviours challenge every organisation; it does not matter what growth goals they’re pursuing. […]
Blog

Take Control Of Your DAM Experience

Chuck Gahun 6 days ago
With enterprises migrating to digital business models, there is immense demand on your content teams to produce highly dynamic, engaging, and interactive content while strictly managing spend. Your teams are creating content at a rapid pace to keep up with changing consumer demands and demographics, but it is hard for them to collaborate and efficiently […]
Blog

Announcing A New Forrester Wave™ Evaluation Covering Commerce Search And Product Discovery

Emily Pfeiffer 7 days ago
Our new commerce search landscape report publishes in just a few weeks. It features a long list of vendors and illustrates the functions and use cases that digital businesses can expect from them. I am thrilled to announce that our Forrester Wave™ evaluation analyzing this market will follow this year, covering the latest major commerce tech spin-off market!
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