Blog
In the rush to adopt AI, many marketing leaders assign resources on the fly, without a formal structure or accountability. This “just in time” approach may feel agile — but it creates silos, duplicates effort, and introduces governance risks.
Blog
Suzie Dieth, vice president of customer experience and insights at NRG, discusses how redefining CX is essential to supporting the company’s growth as a smart-home energy provider. In this CX executive series installment, she shares her vision for 2025 and beyond.
Blog
In 2026, AI will trade its tiara for a hard hat as enterprises prioritize AI function over flair. This year’s AI predictions emphasize the importance of investing in areas such as training and governance while evaluating the ROI of AI more closely.
Blog
To the sellers whose jobs have been complicated by buying shifts and, now, AI: This song is for you.
Blog
Most B2C leaders are captivated by developing the newest generative AI tools or agentic solutions. But since AI models are only as good as the data they learn from, the real differentiator lies in the inputs — specifically, unstructured data. GenAI thrives on the messy stuff — images, video, speech, behavioral signals — and it’s […]
Blog
Qualtrics’ acquisition of PG Forsta will reshape healthcare technology. Qualtrics will also gain CFM vendor InMoment as part of the deal.
Blog
The Misguided Pursuit Of Metrics Customer experience (CX) programs were designed to uncover insights, drive improvements, and enhance outcomes for customers while fueling business performance. Yet many have veered off course. Instead of improving experiences, they’ve become fixated on maximizing survey scores, mistaking metrics for meaning. Survey scores are not like other business metrics. They […]
Blog
There’s a new AI computing stack forming to deliver AI-native experiences. Learn the five layers of that stack and how they combine to optimize AI workloads.
Blog
Kubernetes is evolving from a cloud-native foundation to an AI-native enabler. Get a preview of what to expect at the upcoming KubeCon + CloudNativeCon North America 2025 event in Atlanta on November 10–13.
Blog
CX leaders often fall into the trap of searching for a “big bang” solution, but real change often happens in micromoments. In our latest episode of the CX Cast, we unpack why culture change is so hard and why it matters now more than ever.
Podcast
Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.
Blog
According to Forrester’s Priorities Survey, 2025, almost 30% of enterprises exceeded their IT budgets in 2024, indicating a strategic failure beyond mere budgeting issues. Find out how high-performance IT organizations are merging FinOps and IT finance to manage technology spend more effectively.
Blog
My recent conversation with Coupang’s head of global hunting, oversight, and strategic triage revealed insights and takeaways that APAC CISOs can put to work.
Blog
Forrester’s new Q&A report answers the six most important questions a team should ask when building a design system.
Blog
Picture it: New York City, September 2025 — NYC Customer Success Week. A room of over 700 customer success (CS) practitioners gathered around a shared belief: CS isn’t fading into irrelevance — it’s stepping into its prime. The energy was palpable, and the message throughout the day was clear: AI isn’t here to replace CS […]
Blog
Already, 2025 has been a volatile year for technology service providers, with Q2 earnings revealing a landscape of mixed results and cautious optimism. Lean more in this review of earnings for technology service providers.
Blog
Despite the ongoing macroeconomic uncertainty in 2025, cybersecurity spending will rise by 13.1% this year to $174.8 billion, driven by ongoing concerns around cyberattacks and the need to secure new cloud-based deployments. Find out more in our cybersecurity spending forecast.
Blog
The Messaging Gap: Why B2B Teams Feel Behind Every year, I speak with dozens of clients about their messaging. And every year, I hear the same refrain: “We’re behind.” Whether it’s new buyers, changing regulations, shifting tariffs, or the latest genAI model, something is always changing — and messaging is always out of date. The […]
Blog
There’s something happening in the customer feedback management tech ecosystem, and it’s not a flashy announcement with eye-popping dollar signs. Instead, it’s a steady drumbeat of incremental changes. While the headlines might feel subdued, these developments reflect buyer interest in combining information from multiple channels and in taking advantage of the latest AI innovations. The […]
Blog
Starting with our upcoming landscape report, we are changing the name of this category of software from bot management software to bot and agent trust management software. Find out why and get a full definition in this post.
