Featured Blogs

What does the HPE acquisition of Juniper Networks mean for technology leaders and the market overall? Find out in this detailed analysis of the deal.

Organizations that are advanced in their digital measurement practices track their performance through digitally sourced revenues, digitally impacted costs, digitally enhanced operations, and digitally satisfied customers. To help our clients do just that, we’ve created a digital measurement framework and customized it to specific industry sectors. Digital leaders from financial institutions including banking, insurance, and […]

Every year, we at Forrester put our heads together and look at the trends that we’re seeing, what our data and forecasts are telling us, what we are hearing in inquiries and interviews, and then gaze into the metaphorical crystal ball to try to offer some advice on what to expect in the coming year. […]

Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal Analyst Sucharita Kodali and VP, Research Director Fiona Swerdlow offer CX pros insight into 2024’s biggest changes in retail experience by first outlining 2023 trends and forecast data. They note the influence of digital and systemic risk on the biggest predictions.  Featuring: Sucharita […]

Join us on Feb. 14 unlock the secrets to CX success and how genAI and bias can make or break customer experiences. 

Chaque année, depuis maintenant une vingtaine d’année, je partage une synthèse des prévisions que Forrester anticipe pour l’année qui vient. Début 2023, j’avais partagé une dizaine de prévisions ici sur ce même blog et ma collègue Sharyn Leaver – Chief Research Officer @Forrester – a analysé la pertinence de nos prévisions en revenant de manière […]

Effectively operationalizing B2B events data is crucial to leveraging an underutilized yet invaluable source of first-party audience data.

Discussions at recent events in Delhi, Bangalore, and Mumbai revealed what's top of mind for Indian marketing leaders.

The accessibility community was abuzz with reactions to news that digital accessibility platform vendor Level Access plans to acquire accessibility overlay provider UserWay.

Learn how to communicate the capabilities and competencies needed to deliver compelling digital customer experiences and advance your business strategy.

Get four key takeaways from the DoD's proposed rules for updating the Cybersecurity Maturity Model Certification (CMMC) program.

Should all brands sell directly to consumers online? How should brands work with online marketplaces? What does direct to consumer (DTC) mean for existing retail partner and distributor relationships? Consumer-facing brands still have a lot of questions about their DTC digital engagement and commerce capabilities. But the opportunities are not “one size fits all.” To […]

Companies waste millions when they don't prioritize localization based on customer preferences. Learn about a new Forrester tool that can bring needed clarity.

We’re mere days into 2024, and leaders across sectors and industries are bracing for challenges and tough choices in the months to come. Leaders who know how to use the power of culture will feel the buoyancy of sustained employee trust and happiness. While you were (hopefully) getting some R&R during the last week of […]

What will be the three biggest themes to watch out for at CES 2024? Find out in this preview of the upcoming event in Las Vegas.

As generative AI becomes more deeply integrated into search engine results pages (SERPs), conversational search will grow. Learn what the change means for marketers.

New analyses from Forrester’s 2023 Customer Experience Benchmark Study reveals that subdued customer advocacy continued in 2023, as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.

Danger! Obstacles Ahead! Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases. Regardless of how much distance you have covered on your transformation journey, how many projects […]

In this blog, I look at digitizing an employee experience for both the benefits of sustainability and accessibility. While digitization is relatively easy with a broad technology landscape, making changes for sustainability or accessibility is much harder to do.