Featured Blogs

As Q4 nears its end, companies reflect on their achievements and prepare strategies for the coming year. This reflection is critical, as Forrester’s CX Index 2024 shows: CX Index scores have dipped across the board. In this context, I urge you to remind everyone in your organization: “CX is not a project.” Projects end, but […]

Knowledge management is experiencing an exciting transformation fueled by the merging of generative AI and human-centered practices.

It’s been a busy news week on the advertising technology (adtech) front. The US Department of Justice (DOJ) announced that it is requesting Google to divest of the Chrome browser as the outcome of the monopoly trial that the search giant lost earlier this year. This news nearly drowned out other adtech moves from some […]

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. 

Get the five key lessons learned about customer experience strategy consulting services in this preview of our new Wave report.

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.

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.

Creator gift guides will fuel shoppers this holiday season, helping to solidify social media as a critical commerce channel for marketers.

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.

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.

Social media has become a critical channel for marketers. It intersects many teams, from social media managers to commerce marketers and care agents. These often siloed teams need technology to help them effectively collaborate and measure the impact of their efforts from one place. Forrester defines social suites as: Platforms that combine multiple social tech […]

This holiday shopping season, shoppers will increasingly turn to “buy now, pay later” (BNPL) in a sign of triumph for embedded finance.

Zero Trust has become the standard information security model to adopt globally. It’s no longer a question of should; it’s a question of how and where to begin. For some time, the topic of Zero Trust was met with disparaging and opposing views proclaiming it to be another buzzword for vendors to market products. Well, […]

The Coca-Cola Company released three new AI-generated holiday ads inspired by the beverage giant’s classic 1995 “The Holidays Are Coming” commercial. Produced entirely with AI video models such as Runway and Luma Dream Machine, this represents a step forward in photorealism for AI-generated video. Predictably, the commercials have sparked some controversy among creators, who criticize […]

This is the third episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana discuss how to validate your journey map and gain stakeholder buy-in. Next week, we’ll conclude by diving into how we use these journey maps to drive and implement change in the business.

Struggling to determine which software development technologies have staying power and which will be just a flash in the pan? Get some insight in this preview of our latest Forrester Tech Tide™ for software development technology.

Learn the attributes of a composable digital experience platform and how it differs from a content management system.

In 2025, we expect consumer usage of loyalty programs to grow amid declines in overall brand loyalty. Though loyalty programs offer the rewards that price-conscious consumers crave, companies struggle to inspire emotional loyalty across various tactics aimed at improving retention. Marketers need a loyalty strategy that appropriately balances transactional incentives with an understanding of what […]

According to our most recent CMO Pulse Survey, marketing executives plan to prioritize maturing how they measure marketing effectiveness in 2025. Marketing measurement plays a critical role in helping CMOs defend marketing investments, secure resources for future initiatives, and show that marketing is an engine for growth rather than a cost center. As CMOs look […]