Featured Blogs

Our latest research helps business leaders align employee value proposition (EVP) and employer brand.

Traditionally, HR or employee experience (EX) leaders cared about employer value propositions (EVPs) and CMOs cared about employer brand. But EVP and employer brand are tightly linked, as their definitions suggest: Employer brand is the sum of what people outside your organization think about it as a place to work. EVP is the sum of […]

Forrester’s new report, Generative AI: What It Means For Health Insurers, dives into genAI’s impact on health insurers and examines avenues for early adoption and ways to circumvent potential risks.

Bhutan became the first country to join the Global Acceptance Network (GAN), a foundation that aims to operate a nonprofit decentralized digital identity (DDID) network. Learn more about the use cases for GAN and how it can become successful in this post.

In the realm of experience research and design, achieving organizational maturity is an ongoing process of evolution and refinement. Leaders must transcend reactive, ad hoc management of their teams to embrace a systematic, data-informed approach that emphasizes responsible, strategic scale. Learn how seasoned leaders manage their organizations through the lenses of five pillars: purpose, people, […]

It’s been a banner year for healthcare, and not in a good way. As a healthcare provider, if your patients had trouble filling a prescription, if you struggled to submit claims to generate much-needed revenue, or if you had to ask a patient to reschedule a non-essential medical procedure, your organization has been a victim of healthcare concentration risk.

Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers.

To outpace the pack and win in today’s market, firms must embrace the ubiquitous nature of digital as the competitive weapon and embed digital capabilities into the core of their business. Forrester’s report, Accelerate Business Growth With Forrester’s Digital Engine, shows how leaders can use components of Forrester’s Digital Engine to build digital mastery that drives top-line […]

Marketers constantly ask how AI will shape content strategy and creation and improve business impact. Today’s announcement that Siteimprove is acquiring MarketMuse provides one potential answer, pointing to a new era with an AI-driven approach to the content lifecycle. Marketers will soon be able to create high-quality, discoverable content that engages audiences and delivers measurable […]

We’re excited to announce the inaugural release of a Forrester Wave™ evaluation covering attack surface management (ASM) solutions. We evaluated the 11 most significant ASM vendors in what is currently a rapidly evolving market segment. Forrester covers ASM and periphery markets such as exposure management and vulnerability risk management (VRM), as these segments all contribute […]

In this episode of CX Cast, we sit down with Chris Lipman, Chief Customer Experience Officer at e&. Together, we delve into the nuances of leveraging Net Promoter Score℠ (NPS) to not only measure customer satisfaction but also drive meaningful business results.

Forrester’s State Of Customer Obsession Survey, 2024, shows a common thread among B2B companies that reach the highest level of customer obsession: They commit to putting the vision into action and never stop.

In an era when people have started doing everything on their phone, is your bank’s mobile app evolving at the pace of customer expectations? Our latest Digital Experience Review™ of Indian mobile banking apps reveals a landscape ripe with innovation yet marked by notable gaps in customer experience. In 2024, Forrester reviewed and evaluated six […]

A key theme of Forrester’s recent B2B Summit APAC in Singapore was the need to break down silos within revenue processes and reimagine a customer-centric approach that aligns with the customer throughout the entire lifecycle. Learn how agentic AI is accelerating this transformation in three critical ways.

Tech leaders often grapple with finding a measurement approach that drives alignment. Learn the three most common misalignments in this preview of our upcoming Technology & Innovation Summit APAC.

Contrary to expectations the enterprise firewall continues to thrive. and vendors have made significant progress in keeping up with rapid innovations. Learn more in this preview of the recently published report, The Forrester Wave™: Enterprise Firewall Solutions, Q4 2024.

Talk about change! As we approach the two-year anniversary of the announcement of OpenAI’s launch of GPT-3.5, conversational AI has been reinvented to incorporate generative AI (genAI) to take advantage of the many ways that this technology can make self-service applications smarter. Previously, the conversational AI tools used to create chatbots and intelligent virtual agents […]

As an analyst closely observing the martech landscape, I’ve seen customer data platforms (CDPs) become indispensable for marketers in APAC. My latest report, The State Of Customer Data Platforms In Asia Pacific, 2024, uncovers the following insights: The popularity of CDPs continues to grow in APAC. Rising consumer awareness around data privacy and tighter regulations […]

This year feels different. Global geopolitical, economic, and technological shifts are compelling businesses in the Asia Pacific region to adapt like never before. In our June forecast, we captured how tech spending in APAC is transforming in response to this evolving landscape. We discussed how enterprises across the region are embedding adaptivity into the core […]