Featured Blogs

State CIOs now stand at a critical junction — caught between the promise of streamlined, citizen-centric government and the peril of hollowed-out public institutions dressed in the language of reform. Efficiency, when wielded with strategy and safeguards, can modernize legacy systems, rebuild trust in public services, and empower frontline staff to focus on what truly matters. But when used as a blunt instrument — chasing optics over outcomes — it can entrench digital fragility, compromise security, and erode public confidence. The stakes couldn’t be higher. You’ve got governors looking for fast wins, legislatures seeking savings, and citizens demanding digital services that just work. Your next move determines whether your DOGE effort becomes a blueprint for smart reform — or a cautionary tale.

In this episode, we look at a major legal ruling that could shake up the adtech market, some new capabilities to make AI agents even smarter, and a tech industry deal that could breathe new life into a struggling giant.

While many government leaders understand the importance of trust, they often misunderstand what it is, what drives it, and what results from having earned it. That’s why Forrester developed the Government Trust Imperative Score (GTIS) to measure trust at three levels of government — national/federal, provincial/state, and local/municipal.

The AI gold rush continues into 2025 despite economic volatility. But this isn’t a race; the winner isn’t necessarily the first there. You do need to run the race to have a chance, however.

Trop d'entreprises investissent dans l'expérience client (CX) pour améliorer ce que leurs clients disent de leurs expériences, plutôt que pour améliorer réellement ces expériences. Au Summit CX EMEA 2025, découvrez comment créer des expériences meilleures et plus significatives qui favorisent la fidélité et la croissance.

At Forrester, we frequently hear from clients struggling with product launches. Common issues include an overwhelming volume of minor launches that fail to make an impact, marketing teams receiving last-minute notifications about launches, or a lack of innovation — often relying on recycled spreadsheets from previous launches.

We’re four months into 2025, and there has been no shortage of volatility to challenge even the most seasoned CX executives. To stay on course, we recommend keeping a ruthless focus on customers while also balancing disciplined spending, change leadership, and risk management.

Economists expect inflation to rise again as the cost of imported goods increases and retailers pass these costs on to consumers. Here, we look at the current US GDP outlook for 2025 according to key growth indicators.

Covering the incredibly broad topic of consumer personalization means encountering a hodgepodge of client questions and terminology. In our new report The Truth About Consumer Personalization, we examine three common assumptions about personalization and convert them into three realities.

We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.

Digital adoption platform (DAP) providers have always been at the forefront of integrating automation into workflows, so integrating agentic AI is a logical next step. Learn the agentic AI use cases that DAP vendors are exploring to further boost performance.

You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.

Master security risk management during volatility. Watch this webinar to explore the actions you can take to regain security control.

Shifting buyer behaviors, global turbulence, and tech disruptions are changing go-to-market strategies. Watch this webinar to learn how to focus on stable markets, reduce costs, and adapt to customer needs. See how smart planning can help your marketing team thrive in uncertain times.

We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?”

While we receive many client inquiries on best practices for innovation management, there have been four recurring categories of inquiries lately that dominate our client conversations.

Over the weekend, I’ve been taking a break from research and reading someone else’s for a change. I came across the 2025 Supply Chain Earnings Impact Report.

A hands-on exercise with workshop participants at B2B Summit North America revealed interesting learnings for customer engagement leaders and teams.

A coalition of over 40 chief information security officers (CISOs) from leading companies, including Salesforce, Microsoft, AWS, Mastercard, and Siemens, sent a letter to the G7 and OECD, urging them to take action on aligning international cybersecurity regulations.