There is a lot of hype about WebAssembly (WASM), and figuring out what this new technology is and how it can be used effectively is not an easy task. Andrew Cornwall and I have been looking at the technology to understand how it will work in the enterprise and enterprise edge. Look at the bottom of this […]

“Get more data” isn’t a strategy. A winning marketing data strategy has to be specific and detailed. Learn more in this preview of my CX North America session.

We’re elated to announce the winners of the inaugural Customer Obsession Awards. Meet the Enterprise and Leadership Award winners.

Changing business landscapes have prompted IT organizations to explore creative and innovative ways of structuring their business and operating models. Five key organizational concepts have emerged as particularly promising approaches: fractal organization, distributed autonomous organization, ecosystem organization, boundaryless organization, and adaptive organization.

Medicaid redetermination has kicked off, bringing the challenges of member engagement broadly into the spotlight. This blog offers three key ways that insurers can improve member engagement.

Salesforce has recently announced the launch of its Hyperforce EU Operating Zone, working with the Hyperforce cloud platform. Thanks to this move, Salesforce can now sell its products, along with customer and technical support, using only EU delivery resources and data storage. Compared to the past, EU customers now have an option to have all […]

NOAA achieved a CX transformation in two years that usually takes five. Learn how partnering with Forrester accelerated NOAA’s successful CX transformation.

In 2022, Forrester’s data showed that nearly one in five customer experience (CX) professionals said that their program doesn’t have a defined process to prioritize its work. That’s a mind-bogglingly high number of people — and organizations — that are making decisions based on gut feeling, the loudest voice, the highest-paid person’s opinion, or maybe […]

In this interview with the NOAA’s Tony Wilhelm, discover how a partnership with Forrester allowed NOAA to fast-track a CX transformation to better serve vulnerable communities.

The Forrester Wave™: B2B Event Management Technology, Q1 2023, reveals a massive change in the event tech market over the past three years. Events have transitioned from an in-person-centric event world pre-pandemic to one that now incorporates a wider range of digitally driven event experiences. Selecting the right technology provider is crucial, but with the […]

Generative AI opens new possibilities for quickly delivering novel experiences. But with great power comes great responsibility.

ChatGPT is hot right now — but you can't trust it with your customers. Learn why ChatGPT isn't going to replace your contact center any time soon.

Find recommendations for how to best prioritize journeys, and discover our Customer Journey Prioritization Tool for doing the prioritization work.

If you’re using low-code application development to support marketing, we want to hear from you.

Explore these emerging use cases where generative AI might help — but not replace — customer experience professionals.

The Problem: Digital Touchpoint Choice Architecture Brands are shaped by the experiences that they provide, and today’s experiences are overwhelmingly digital. As consumers interact with a brand in a multitude of ways (chat, voice, augmented reality, etc.), how does a company decide which digital touchpoints to make available? At its heart, this is a choice […]