Insights
Blog
UBS Acquires Credit Suisse: A Trust Crisis That Continues To Unravel
Poor risk management practices, a questionable corporate culture, and a long series of scandals created an explosive mix that led to Credit Suisse’s collapse and consequent acquisition by rival UBS. While each theme deserves its own analysis, the sum of these events provides a crisp example of how the bank undermined the very definition of trust that ultimately caused its collapse. Here, we discuss the implications of the “rescue” of Credit Suisse by UBS.
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Announcing The Finalists For The Inaugural Customer Obsession Awards In North America
Meet the finalists for Forrester’s inaugural North American Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award.
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B2B Content: Experimentation Means Bold Bets And Cold Sweats
Optimizing the customer experience — a top priority for B2B organizations — requires dramatic improvements to the content engine. To build for the future, organizations will make bold bets, experimenting with AI to deliver contextual, personalized experiences.
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AI In Collaboration Tools Is A Tech Problem In Need Of A Human Solution
Generative AI — where AI generates novel content in response to a user’s natural-language request — is about to get baked into our collaboration tools. On March 16, Microsoft announced Microsoft 365 Copilot, which injects generative AI directly into the company’s productivity suite (including Word, Excel, PowerPoint, Teams, and more). This follows Google’s recent announcement […]
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Disruptive Innovation Is Shaking Up The Sales Performance Management Technology Category
Until recently, cost and implementation complexity limited SPM solutions to mostly large companies with complex use cases. Our Forrester Wave™ evaluation covering SPM shows that new entrants are providing solutions using modern technology that disrupt the status quo and generate value beyond the most complex use cases.
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Generative AI Gets An Upgrade To Business Class With Adobe Firefly
Adobe’s new Firefly service is a leap forward in comparison with other generative AI services for images — it’s a Napster-to-Apple inflection point that bodes well for the future of creativity.
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Invest In A Cross-Channel Marketing Hub To Elevate Your Campaign Strategy
Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. That’s a tough job if your martech ecosystem is overly complex or badly integrated — or both. A cross-channel marketing hub (CCMH) can help marketers overcome data and channel integration complexity to consistently engage […]
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Want Better Content Performance? Fix It At The Source.
Marketing and sales enablement teams often struggle with poor content performance for years because they're not addressing the root causes. Conducting a content inventory health analysis helps pinpoint what's going on with findability, relevance, and quality issues, pull in the right teams to eliminate the problems, and then track the right progress metrics.
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Cryptocurrency For CEOs
What should business leaders make of crypto, particularly in light of recent events — and what does the future hold? Forrester CEO George Colony breaks down the biggest takeaways for CEOs.
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Reconfiguring Reporting Lines Is No Quick Fix: Insights From Our B2B Marketing Predictions Webinar
Our recent B2B marketing Predictions webinar explored how some organizations will try to strengthen marketing-sales alignment. Learn how that could fall short — and what the better alternatives are.
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Customer Service In 2023: CX Front And Center
It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. In times like these, customer service teams are often pressured to cut costs — at all costs. While we don’t expect that to change entirely, we […]
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New Forrester Wave™ Evaluation Examines Customer Feedback Management Technology
Sixty-nine percent of global voice-of-the-customer (VoC) and customer experience (CX) measurement leaders use a customer feedback management (CFM) tool, according to Forrester’s 2022 global study of these leaders. That’s about the same number as the 70% who told us that their organization believes that the VoC/CX program is vital to its continued success. And yet […]
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HPE Ramps Up Hybrid Cloud Management With OpsRamp Acquisition
On Monday, Hewlett Packard Enterprise (HPE) announced its intention to acquire OpsRamp, which offers a multitenant AIOps-powered IT operations management (ITOM) solution for hybrid cloud environments. Its AIOps solution will be integrated into HPE’s GreenLake edge-to-cloud Platform. OpsRamp’s 300 employees will join HPE’s office of the CTO. Terms of the OpsRamp acquisition were not announced, […]
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Beyond The Hype Of Generative AI For Users Of Sales Tech
This blog provides an overview of what generative AI is — and what it is not — for B2B sales organizations.
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What’s Wrong With Your CMO Dashboard?
At the recent NASSCOM event in Mumbai, I had some great conversations with CMOs from many B2B organisations. In those discussions, a few topics bubbled up to the top more often than others. The unpredictability of the business landscape and changing buyer behaviours challenge every organisation; it does not matter what growth goals they’re pursuing. […]
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Take Control Of Your DAM Experience
Now Live: Strategic Technology Selection Guide for DAM & Digital Asset Management Systems Landscape, Q4 2023 With enterprises migrating to digital business models, there is immense demand on your content teams to produce highly dynamic, engaging, and interactive content while strictly managing spend. Your teams are creating content at a rapid pace to keep up […]
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When Profits And Principles Collide, Everyone Loses
Microsoft's recent layoff of its entire ethics and society team serves as a powerful reminder to companies to take charge of their own ethical destinies.
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Announcing A New Forrester Wave™ Evaluation Covering Commerce Search And Product Discovery
Our new commerce search landscape report publishes in just a few weeks. It features a long list of vendors and illustrates the functions and use cases that digital businesses can expect from them. I am thrilled to announce that our Forrester Wave™ evaluation analyzing this market will follow this year, covering the latest major commerce tech spin-off market!
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Don’t Rely On The Butterfly Effect To Measure Business Value
It is critical for marketers and customer experience pros to align their respective metrics with shared business metrics. Use customer lifetime value alignment to achieve this.
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Marketing Operations Must Rationalize Revenue Technology To Achieve Customer Experience Goals
Marketing operations must rationalize revenue technology by removing point solutions to both reduce costs and achieve customer experience goals.