Blog
Recent worker strikes at Woolworths’ distribution centers in Australia have reignited concerns over the use of AI-powered productivity systems in the workplace. In early 2024, Woolworths introduced the “Coaching and Productivity Framework,” a new worker performance management program aimed at monitoring and optimizing workers output across warehouses. The program has drawn the sharp criticism of […]
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Retailers and brands in the US presented many offers to customers on Black Friday and Cyber Monday 2024.
Blog
The Forrester Wave™: Digital Banking Processing Platforms, Q4 2024, evaluates the top DBPPs driving digital transformation in banking. Successful digital transformation involves more than just impressive front-end applications — it requires overhauling a complex web of technology infrastructure and tightly coupled systems.
Blog
Best-in-class creator marketing programs are multidimensional, with many different types of creators, content, and activations. As such, marketers should avoid looking for one “silver bullet” metric to determine the success of their creator partnerships. Of course, adequately measuring creator programs is easier said than done given that creator relationships are often dispersed throughout the enterprise […]
Blog
Bank executives and their teams face rising customer expectations, evolving needs and behaviors, and new competitive threats — and mobile experiences are at the center of it all. The share of consumers using mobile apps for banking has spiked (overtaking online banking). Competitive pressures, meanwhile, are on the rise as disruptors roll out new capabilities […]
Blog
The announcement and abrupt nature of Intel CEO Pat Gelsinger’s retirement leaves many questions. Find out what this could mean for Intel’s turnaround plan and the semiconductor market overall.
Podcast
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.
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Forrester is revising our "Tech Tide: Smart Manufacturing, Q2 2020" for 2025, and we invite your input to the process.
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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.
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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.
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Compliance with the EU’s GDPR alone isn't sufficient in APAC, where local regulations may impose additional or different requirements.
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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.
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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.
Blog
Knowledge management is experiencing an exciting transformation fueled by the merging of generative AI and human-centered practices.
Podcast
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.
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Get the five key lessons learned about customer experience strategy consulting services in this preview of our new Wave report.
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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.
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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.
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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.
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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.
