How offboarding is handled not only impacts your organization directly — it can also have a lasting effect on how others perceive your organization. Our two latest reports can help leaders mitigate the risks.

Only 62% of senior executives say that they can put themselves in the shoes of their customers. Learn how to master empathy in this blog post.

For over two decades, Forrester’s B2B Summit has attracted and educated leaders in sales, marketing, product, and customer engagement disciplines, furthering their professional development and “what it means” around everything from corporate alignment to generative AI. When 4,000 delegates gather again this June in Austin, they’ll be choosing from 111 sessions within nine tracks to […]

Professional services firms, including management consultancies, technology service providers, the Big Four accounting firms, full-service consultancies, and product engineering firms, have grown far faster than GDP for over a decade. Accenture’s revenue has risen at a compound annual growth rate of 11.2%, EPAM’s by 26.5%, and TCS’s by 9.8%. While much of this growth is […]

The White House’s budget proposal for fiscal-year 2024 includes more than $500 million in customer-experience (CX)-related investments to continue progress on the administration’s robust CX goals. Predictably, this hasn’t made headlines: It’s just .007% of the total $6.9 trillion budget proposal and doesn’t excite fiery debates like higher-profile requests do. It’s a strong investment, however, […]

A thriving data center and cloud services market in India is spoiling CIOs with choices. Along with the established providers, there is a huge influx of local vendors. AI-enabled solutions, infrastructure as a service, platform as a service, and identity as a service are a few of the many recent offerings by these vendors. And […]

All major economies have been under distress due to the Ukraine war, stress in supply chains, post-COVID pressures, and banking crises in the US and Europe. Notwithstanding these challenges, the Indian economy will grow between 6.5–7.0% in the next 12 months. This means that India will retain its tag of the fastest-growing large economy in […]

Our just-published The Forrester Wave™: Order Management Systems, Q2 2023, illustrates a fractured market of eight order management system vendors, all racing to match an unprecedented rate of change.

The conversation around extended reality (XR) headsets comes and goes frequently — and is peaking again now. The story arc of these conversations has been similar for at least a decade (though we seem to have collective amnesia). First, they’re positioned as the next “must-have” consumer electronics device (think Neil Stephenson’s 1992 “Snow Crash” vision […]

The implications of, and the privacy risks associated with, generative AI systems will be impactful. Learn five things you can do to address them today.

Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.

We’re excited to announce the finalists for the inaugural Customer-Obsessed Enterprise Award for APAC. Each finalist impressed us with their clear CX visions, sophisticated measurement architectures, and ability to align their organisations.

The countdown begins! I’ve confirmed the last 1:1 meeting spot on my calendar. The Forrester team is preparing for a panel discussion and topic tables at our client meet-and-greet event. I’m glad that track sessions and keynotes will also be available on demand. I aim to attend a few in person, but I know I’ll […]

Insurers must focus on the ‘S’ of ESG to grow the market — and their revenue. Here’s how insurers can overcome top challenges and achieve scale.

Learn how your organization can leverage CPQ solutions to win, retain, and grow customers, This blog will highlight trends uncovered during research for The Configure, Price, Quote Solutions Landscape, Q1 2023.

BRAND ENERGY REBOOT In 2017, we introduced a seminal approach to understanding a brand’s performance: Forrester’s Brand Energy Framework. Based on a survey of 4,436 US online adults, we combined iterative data-mining techniques and structured equation modeling to test millions (yes, millions!) of models that mapped perception of brand strength to business outcomes. This year, […]

Yesterday, Concentrix announced that it is entering into negotiations to acquire Webhelp for $4.8 billion, with the transaction expected to close by end of year. This is, of course, quite the acquisition! Webhelp is a well-established player in the contact center outsourcing space (especially in EMEA) and will provide Concentrix with the global coverage they’ve […]

Old AI is to generative AI as Yahoo! is to Google. And it's poised to change every job, dramatically altering the future of work.

AI could eventually scale the power of coaching deeper into the organization. But it's a long way from that today.