Blog
For years, organizations have poured money into collaboration tools, intranets, devices, workflow platforms, and automation — all under the banner of “improving the digital employee experience.” Yet employee frustration with digital friction remains. This isn’t a technology problem. It’s an operational one. Ownership of the digital employee experience (DEX) has lived everywhere and nowhere: spread […]
Blog
Make sure you’re adding convenience and joy to your customers' lives – not more holiday shopping stress. Read our advice for avoiding the e-commerce faux pas that can quickly sour customers' experience on your site.
Blog
The latest edition of our Loyalty Platform vendor evaluation, The Forrester Wave™: Loyalty Platforms, Q4 2025, reveals how the loyalty platform market continues to evolve to meet the growing demand to profitably retain best customers with personalization at every touch point, relevant engagements, and differentiated experiences.
Blog
With Paramount’s hostile takeover bid for Warner Bros. Discovery now joining Netflix’s previously announced definitive agreement to acquire Warner Bros., the streaming wars have spawned a real-life political drama of its own. Get a pulse check on consumer sentiment from Forrester's ConsumerVoices Market Research Online Community.
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Will Paramount’s hostile bid for WBD trump Netflix’s acquisition plans? The streaming wars just got more political.
Blog
Inviting your vendors to showcase their latest stuff and inspire your teams rarely delivers results. You need an approach that focuses on active collaboration among your partners and teams. Find out how a partner co-innovation summit can help.
Blog
Businesses are under pressure to modernize their operations. From cloud-native architectures to AI-driven automation, the future of IT is autonomous. It may not happen in six months or even six years, but with recent technological advancements, we can predict that the future path is built on systems with AI capabilities that make decisions with and without the human in the loop.
Blog
Most B2B firms track win rates but rarely uncover the real reasons behind wins and losses. Learn three ways to capture buyer feedback that can be used to boost win rates and drive growth.
Blog
Social media’s influence is stronger than ever. Brands that want to resonate with younger audiences must put creator strategy front and center.
Blog
If you’ve talked to Forrester about customer feedback management (CFM) solutions in the past year or so, it’s likely you got a two-for-one deal. Boris Evelson and I have increasingly found ourselves co-advising both buyers and vendors about how customer experience (CX) leaders can more effectively analyze customer feedback from a variety of channels. Advanced […]
Blog
Sales onboarding works best when HR and revenue enablement remain distinct. HR handles compliance, culture, and employee provisioning, while enablement equips sellers with knowledge of buyer personas, sales processes, and product fundamentals. Clear separation ensures that new sellers know where to turn for support and accelerates their path to productivity.
Blog
The choice of agentic AI technology for enterprise leaders is best understood as an ecosystem of tech vendors that align with three functional planes, based on the need to: 1) build agents; 2) embed them into business workflows; and 3) manage and govern them at scale. These needs represent functional planes rather than strict layers […]
Blog
As consumer marketing grows more complex in the age of AI, B2C marketing operations must evolve to provide structure, efficiency, and governance. Our new initiative blueprint offers a step‑by‑step framework to help marketing leaders establish purpose, define remit, and leverage technology to strengthen their operations function.
Blog
The 10th anniversary of KubeCon + CloudNativeCon North America in Atlanta was both a celebration of progress in the open-source community and a moment of reflection about the challenges facing that same community amid change.
Blog
The Federal Employee Viewpoint Survey (FEVS) has been canceled for 2025, leaving a data gap for agencies that rely on it to understand workforce sentiment and engagement.
Blog
Tap into the insights from Forrester’s annual review of 116 brands during 2025’s record-breaking Black Friday and Cyber Monday sales.
Blog
It used to be that you could think of ServiceNow services almost exclusively in the context of IT service management (ITSM) implementations, but the ServiceNow services market has decisively moved beyond those traditional confines.
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For those of us of a certain generation, “Black Friday” invokes memories of the Cabbage Patch Kid riots of 1983.
Blog
Governance, risk, and compliance (GRC) platforms are officially old enough to be in grad school. In our 2023 market evaluation, GRC technology turned 20 years old but was still figuring out what it wanted to be when it grew up.
Podcast
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.
