Blog
Tina Turner famously questioned, “Who needs a heart when a heart can be broken?” Marketing operations is the beating heart of marketing teams. Strong marketing operations yields better decision-making, improved capacity and efficiency, and stronger governance and compliance. Yet the marketing operations heart is broken in many companies. Don’t despair — this vital organ can […]
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Anaplan announced plans to buy Fluence Technologies, a provider of financial close, consolidation, and reporting software. Get a brief analysis of how this deal could impact the broader market.
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We’ve written in the past about the dangers of location data, but recent headlines have once again highlighted its extremely problematic nature. The US Federal Communications Commission fined four mobile carriers $200 million for selling customers’ location data, and Google is paying a $62 million settlement in a class-action lawsuit alleging that it collected location […]
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It wasn't all AI, but it was mostly AI. Get our top takeaways and impressions from Hannover Messe 2024, the smart manufacturing world’s annual trade show.
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In B2B marketing, the creation and execution of content strategies often fall short of their potential. What's missing is a crucial element: a cohesive strategy that underpins the entire content framework. Join us at B2B Summit North America to help remedy the issue.
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While no trip to the RSA Conference is complete without seeing what security vendors are up to, this year, expect to be asked an intriguing question: “How proactive are you?” Find out why this will be such a popular question in this post.
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The IT services industry is often overlooked, even though it captures more than a third of annual global tech spend — some four times the annual spend on computer equipment. Forrester forecasts that by 2028, annual spend on IT services will reach $2 trillion.
Podcast
Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offers his perspective as a former Forrester analyst-turned-practitioner.
Blog
The US Federal Trade Commission (FTC) recently released a proposed final ruling banning employers from executing noncompete agreements for nearly all employees — excepting only “senior executives” — and requiring them to notify employees that they’re no longer bound by existing noncompetes. Find out why this could be a unique EX opportunity.
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Buyer expectations for immediacy, relevance, and instant gratification have carried over from B2C to B2B and been amplified with Millennials and Gen Zers comprising more than half of the modern workforce. From their consumer interactions, digitally savvy B2B buyers are aware that they’re signaling their interests through their behavior, content consumption, and social interactions. In […]
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B2B organizations must know their buyers, anticipate their needs, and empower them with each interaction — or lose to providers that do. Signals help transform the way we interact with our audiences across functions, disciplines, and interaction types, helping B2B organizations deliver contextual interactions with immediate value throughout the customer lifecycle. Check out these sessions […]
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Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.
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Consumers aren’t sold on the DOJ’s argument that Apple is an anticompetitive monopoly against which action should be taken. Find out why.
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Struggling to decide which security conferences to attend? To help you make an informed choice as conference season approaches, Forrester analyzed the content of eight leading security conferences from 2018 to 2023. Get a preview of that analysis here.
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The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how. When I advise Forrester’s clients on how to think about their customer experience […]
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In 2022, Forrester launched the tech insights and econometric research (TIER) series to provide technology executives with valuable reports on the key economic drivers that enable them to make informed decisions and drive customer value with technology. Recognizing that public sector and government entities have unique needs, we have introduced our initial series of public […]
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This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.
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Read on to explore Forrester’s take on the top digital CX and design trends to watch for in 2024.
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To truly unleash the potential of AI, there needs to be a fundamental shift in how we infuse AI into customer service. Learn more in this preview of our upcoming CX Summit APAC event next month.
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Devices such as Apple’s Vision Pro leverage computer vision to mix the digital and physical worlds. Learn four trends that are accelerating the adoption of computer vision applications today.