Featured Blogs

As Verizon consumer group’s first-ever Chief Customer Experience Officer, Brian Higgins accomplished a lot in just over a year. He joins the CX Cast to discuss his strategy to deliver best-in-class experiences across all consumer touch points while more efficiently serving customers.

Forrester is revising our "Tech Tide: Smart Manufacturing, Q2 2020" for 2025, and we invite your input to the process.

As you increase your marketing message volume this holiday shopping season, so do the bad actors using generative AI tools to mimic your logo, language, and landing pages. Learn two things you can do to help reduce your exposure in this post.

A whopping 86% of customer marketers say their team has too many competing priorities. Get three tips on how to prioritize without creating unnecessary friction with other functions.

According to Forrester’s Business Privacy Survey 2024, 46% of privacy decision-makers in Asia Pacific (APAC) report full compliance with GDPR. However, compliance with the EU’s GDPR alone isn’t sufficient in APAC, where local regulations may impose additional or different requirements. My recent report, “Navigating Privacy Regulations In Asia Pacific,” highlights the key APAC privacy regulations […]

Selecting a new marketing and sales data provider requires planning and coordination across the revenue ecosystem and revenue operations has a key role to play.

Projects end, but placing customers at the center of your business' strategy, operations, and leadership requires continuous commitment. The winners of this year's Customer Obsession Awards for EMEA provide some valuable takeaways.

Knowledge management is experiencing an exciting transformation fueled by the merging of generative AI and human-centered practices.

This is the final episode in our 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana delve into the final stages of journey mapping: focusing on demonstrating short-term wins and consolidating improvements. Joana highlights the importance of turning journey maps into dynamic tools that evolve over time and drive action. 

Get the five key lessons learned about customer experience strategy consulting services in this preview of our new Wave report.

Learn how the Forrester Go-To-Market Architecture can help portfolio marketers find the right mix of data and insights for smarter go-to-market decisions.

Learn the four key phases of DevSecOps as well as some key best practices to jump-start your transformation in this preview of our upcoming Security & Risk Summit.

Learn how collaborative supply networks are helping some enterprises navigate the “new normal” of supply chain risk, and get a list of resources that can help your organization.

Are you prepared to explain to your leaders and business partners why the organization’s relationship metric is lower than transactional NPS scores? Get insight on how to communicate the value of each in this blog.

Social media has become a critical channel for marketers. It intersects many teams, from social media managers to commerce marketers and care agents. These often siloed teams need technology to help them effectively collaborate and measure the impact of their efforts from one place. Forrester defines social suites as: Platforms that combine multiple social tech […]

As data deprecation makes customer data harder to acquire, zero-party data provides a valuable means for brands to learn more about shoppers, deliver relevant experiences, and convert them from first-time customers into regular shoppers. Learn how to use this data to improve experiences.

Just as B2B companies are adopting generative AI (genAI) to gain efficiencies, so are their buyers. This week on What It Means, Principal Analyst John Buten looks at how buyers are using genAI in the purchasing process and what marketers and sellers should do in response.

This holiday shopping season, shoppers will increasingly turn to “buy now, pay later” (BNPL) in a sign of triumph for embedded finance.

Zero Trust has become the standard information security model to adopt globally. It’s no longer a question of should; it’s a question of how and where to begin. For some time, the topic of Zero Trust was met with disparaging and opposing views proclaiming it to be another buzzword for vendors to market products. Well, […]