Featured Blogs

Sourcing KPI don´t support the complexity and measurement of marketing activities or ROI optimization. A new set of KPI is required.

In my new report, Now Tech: Bot Management, Q4 2021, I discuss the ongoing scourge of bad bots and define the vendor landscape for bot management solutions. I chatted with my research associate, Isabelle Raposo, about this report over the course of the research process. This is the first time we’ve worked on a report […]

Vidéo du keynote du One to One de Monaco sur les tendances retail et eCommerce

It’s nearly the end of the year, so it’s the perfect time to reflect on your accomplishments while planning ahead. Now is also a good time to review the content you published during 2021 and ask some key questions about it. Does your content include data and tech expertise that buyers want? Was it created […]

Vidéo du discours d'ouverture sur le thème de l'authenticité à la conférence Digital Marketing One To One de Biarritz

It’s safe to say, with phishing appearing perennially at the top of the attack vector list and business email compromise (BEC) causing $1.8 billion in losses to US businesses in 2020 alone, that email security is going to have a “what’s old is new again” moment as we move into 2022. While email security technology has been […]

Fred Reichheld, one of the creators of Net Promoter Score (NPS), has done it again. In his upcoming book Winning On Purpose, he and his coauthors Darci Darnell and Maureen Burns introduce a new metric: earned growth. They previewed the book and their idea in a recent Harvard Business Review article. Earned growth measures the […]

The value of a brand’s direct-to-consumer (DTC) digital presence goes beyond direct sales. Brands that still rely heavily on retail partners for digital sales can still drive value from direct customer engagement. Of course, DTC consumer purchases benefit brands with better margins, since they avoid fees or commission charges from partners. The benefits go beyond […]

Following up the previously published Now Tech report, I’m excited to announce that The Forrester Wave™: Enterprise Fraud Management In Asia Pacific, Q4 2021 is now live. Forrester defines enterprise fraud management (EFM) as “a solution that integrates data from multiple payment and non-payment transaction processing systems, online portals, and threat information sources and provides transaction monitoring, risk […]

Will technical debt get worse in 2022? How about shadow IT? Or the war for tech talent? Find out when VP and Senior Research Director Matt Guarini discusses our 2022 predictions for technology leaders — including one prediction that didn’t make the list.

Traditional financial services firms will make non-traditional moves and look to innovate to stay competitive.

The concept of a "job" has always been a weak, albeit useful, construct. Employment in the future will focus far less on static jobs and far more on skills, experience, and adaptiveness.

Retail contact center agents (aka customer service heroes) typically deal with stressed-out shoppers during the holidays and the return period that extends through March. The shipping and supply chain crisis, however, will make the interactions of the past a walk in the park compared to what’s to come this season. As the season progresses, expect […]

Let's demystify the crypto basics, examine the pros and cons, and share our take on whether retailers should accept cryptocurrencies.

A Forrester recommendation in a recent report is coming to fruition. In our Augmented BI Holds New Promises, But It’s Still Early Days report, we recommended to “find the right balance between customization and automation in NLG.” We also described two forms of natural language generation (NLG) for analytics: short-form NLG — automated but limited […]

I’ve been out on paternity leave and needed to catch up. Design is changing rapidly, so I thought I would give a peek into my reading and analysis of recent results and announcements: More and more companies are investing in design and adopting new tools to design with. One sign is the interest in new(er) […]

Understand three things about quantum computing before you read IBMs 127-qubit Eagle announcement.

Ask sales technology vendors these three questions to determine if their solutions can go beyond forecasting and provide insights that will help you consistently hit sales targets.