Featured Blogs

Are your marketing and sales functions aligned? It may depend on who you ask. Business and technology decision-makers who work in sales are almost twice as likely as those in marketing to say that marketing operates independently or is minimally aligned with other internal functions. Whether the disconnect is more perception or reality, the results […]

It’s a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as well. Covering the key trends is Forrester Senior Analyst Michelle Beeson.

Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do. So last week we published a new, FAQ-style report […]

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences. So what […]

Does your organization span regions, lines of business, and brands? That makes scaling a customer experience (CX) measurement program more challenging; you need to balance consistency and oversight with adaptation and localization.   Find Answers To Crucial Questions In Our New Research The new report, How To Scale CX Measurement Across A Complex Organization, answers […]

The demand for services that can help decarbonize IT is surging as the services continue to evolve. Learn how two new reports can help guide your IT sustainability journey.

Learn the impact of Costco moving into the retail healthcare space through a new partnership with healthcare marketplace Sesame.

Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.

From data implications to the myriad of use cases, IoT can be somewhat daunting for retail companies. Get some guidance on where to begin with IoT in this post.

Shouldn't every month be Cybersecurity Awareness Month? Learn how you can make cybersecurity a year-round priority for everyone in your organization, not just security teams.

At the recent Technology and Innovation Forum, Forrester challenged attendees to use GenAI tools to prepare for a high stakes presentation. Find out how it went in this post.

Should CISOs fend off Microsoft to keep their preferred products or embrace consolidation? Find out in this blog.

Despite some of the market upheaval caused by inflation and other issues, SMBs remain a good opportunity for banks. Find out why.

I’m from Chicago, which is known for many things, particularly its rich history with improvisational theater. Improv is a form of theater performed unscripted and created spontaneously by the players on stage, often through an audience suggestion. As a theatergoer, I am amazed at how much knowledge the actors must have to create something from […]

In this week’s Saying Goodbye To MQLs blog, we address some of the questions we’ve received while publishing this blog series.

Learn the five architecture patterns that shape data use to achieve business outcomes in this post. 

In a world increasingly focused on environmental sustainability, it’s no surprise that every aspect of business is being scrutinized for its impact on the planet. One aspect that often flies under the radar is marketing technology. The digital landscape we operate in demands ever more energy and resources, making it imperative for businesses to rethink […]

AI took center stage at Meta Connect 2023, while "the metaverse" remained chill. In its place, mixed reality is now the focus.

Measuring individual developer productivity has its drawbacks. Get four key strategies to help your development teams succeed in this post.