Podcast
Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four priorities to refocus the organization: Build fiber, sell fiber, improve customer service, become operationally efficient. Frontier's Chief Customer Operations officer, Charlon McIntosh tells the CX transformation story, with winning examples of stakeholder collaboration and guerilla CX.
Blog
It’s a new media agency landscape. The last six months have witnessed more change in media agencies than what’s occurred over the last six years. Among the events reshaping the media agency landscape are GroupM’s consolidation into WPP Media, Omnicom’s acquisition of IPG, Vivendi’s spin-off of Havas Group, large advertisers such as Amazon, Coca-Cola, Johnson […]
Blog
Driven by budget uncertainty, workforce shifts, and the accelerating pace of technology, our government clients are navigating radical change. While I’ve always tracked public sector cloud adoption, in 2025 I’ve made it a point to focus on government sessions at every event I attend. So far this year, I’ve gathered stories from two Boston-based conferences: […]
Blog
When we published our report, The Age Of Agents — GenAI-Fueled Virtual Assistants Will Fundamentally Change Digital Interactions, in 2023, we were watching the rise of generative AI and looking around the corner, noting that AI agents will reduce consumer friction and change how consumers engage with digital businesses. Two years later, agentic AI is […]
Webinar
This is your chance to elevate your content performance and stay ahead in a rapidly changing landscape. Don’t miss out.
Blog
The marketing and advertising industry is gathering for a couple of days at the International Festival of Creativity in Cannes, France, from June 16 to June 20. No doubt that AI and generative AI (genAI) will be at the center of most discussions. Let’s look at how agencies and brands respectively embrace AI. Agencies Are […]
Blog
Trust is the currency of effective governance. In Singapore, where public institutions are known for their efficiency and integrity, maintaining high levels of trust is not just a legacy — it’s a strategic imperative. My recently published report, The Government Trust Imperative In Singapore, 2024, explores how trust shapes the public’s perceptions about the government […]
Blog
In 2024, the digital behavior of Australian consumers is more dynamic and multifaceted than ever. My latest reports — The Digital Moments Map, 2024: Australia and The Digital Connections Tracker, 2024: Australia — offer a compelling look into how Australians engage with digital experiences across tasks, interaction modes, channels, and devices. These insights are essential for brands […]
Blog
Place AI In The Business Model To Help Brands Thrive AI reshapes the way marketing agencies deliver value — increasing productivity, accelerating the speed of insights, assisting creative ideation, amplifying production velocity, and sharpening media and search activation. But they are not being compensated for the value creation. It’s an AI cost center crisis. It’s […]
Blog
For risk professionals, leading through 2025’s volatility has been like living in an “Alice in Wonderland” unreality. Risk teams have never been more important as a function to guide their businesses through challenges such as geopolitical risk events, trade disruption, economic volatility, and regulatory disruption. Hopefully, this work doesn’t resemble the chasing of Lewis Carroll’s […]
Blog
Powerful AI tools are now widely available, and many are free or low-cost. This makes it easier for more people to use AI, but it also means that the usual safety checks by governments — such as those done by central IT departments — can be skipped. As a result, the risks are spread out […]
Blog
The (mostly) new Medallia executive team showed up to its inaugural Experience World Tour 2025 in London with a bullish vision for an AI-fueled, predictive CX management platform that puts the insights that frontline employees need directly into their hands. The question is less so about whether Medallia can build out its vision (it probably […]
Blog
While enterprise AI spending remains relatively modest today, the potential for overspending is significant. Most organizations are still experimenting, with only a few production-ready use cases. But that’s about to change. Over the next two to three years, AI investment is expected to grow exponentially as enterprises scale their efforts to operationalize AI. One major […]
Blog
Software is no longer just code written by a team of enterprise developers — it’s a complex, interconnected supply chain. And like any supply chain, the weakest link makes the entire chain vulnerable. From open-source dependencies to build tools, container images, and AI models, every component and every handoff in the process introduces downside risk. […]
Blog
President Trump recently issued an executive order on national cybersecurity that amended and struck several provisions in prior EOs related to cybersecurity. Here’s what security leaders need to know.
Blog
The critical question facing enterprise architects: How will you evolve your practice to manage AI’s inherent ambiguity, address human concerns around AI adoption, and architect systems that capture and leverage tacit knowledge?
Blog
Learn the right questions to ask and the right tactics to employ to improve customer survey response rates.
Blog
The Forrester Wave™: DevOps Platforms, Q2 2025, is live. Hey, Weren’t These Called ISDPs? When I took over the Wave from Chris Condo, I admit that I looked for an excuse to change the name. “Integrated software delivery platforms” didn’t have the word DevOps in the title, which made searching harder for clients. I didn’t […]
Blog
In the battle to manage increasingly complex IT portfolios, organizations must learn to establish a structured ontology: a shared understanding of how applications, platforms, technologies, and assets interact.
Blog
The rush to the cloud, particularly following the pandemic years, led to an alarming spike in cloud costs. Learn why FinOps has only recently been adopted at scale in the US government.
