Featured Blogs

The latest edition of our Zero Trust platform vendor evaluation, The Forrester Wave™: Zero Trust Platforms, Q3 2025, published today. It highlights how this market continues to improve upon delivering unified solutions that help simplify and operationalize Zero Trust for organizations. Beginning with The Zero Trust Platforms Landscape, Q1 2025, we researched major players in […]

I hope you are enjoying that morning coffee as you read this. Or perhaps you are on your way to your seventh meeting in a row that’s only 30 minutes, with barely enough time to use the restroom? Regardless of where, when, and how you are reading this, one thing is certain for you: Life […]

The convergence of emerging technologies is accelerating the transformation of customer experience — reshaping how companies understand and serve customers, streamline operations, and deliver value.

In this episode of What It Means, we dig into fear as a motivator in the B2B buying process, the human-centric future of digital experiences, and what CISOs need to know coming out of Cisco Live.

IBM’s 2025 infrastructure refresh isn’t just a silicon upgrade. It’s a performance, TCO, and sovereignty play. Get a detailed breakdown of the update and four clear next steps in this post.

In ancient Rome, mosaics adorned the floors and walls of villas, temples, and public spaces. These intricate works of art were composed of tiny cubic tesserae. Each piece, though small, contributed to a grander design. But damage to even a single tile could disrupt the harmony of the whole. Today’s global business environment is no […]

While the industry continues to grapple with defining AI agents, we researched where AI agents are today, how they’ll evolve over the next five years, and what technical and nontechnical limitations are slowing AI agents’ ability to reach the promised land of autonomy. The key takeaway? AI agents are eyeing autonomy, but your poor documentation […]

The multibillion-dollar question I’m often asked is: Will a critical mass of consumers shop and check out on Google’s AI Mode, ChatGPT, and Perplexity? Consumers’ loyalty to convenience makes a “yes” most likely. Thirty-eight percent of US online adults, according to Forrester’s Retail Topic Insights 1 Survey, 2025, checked how fast products would arrive before […]

Many technology leaders are either dismissing artificial general intelligence as a distant fantasy or reacting to it with unnecessary alarm. There is, however, a more balanced and practical path forward. Learn more in this preview of our upcoming Technology & Innovation Summit EMEA.

At Refresh Europe 2025, the focus shifted from traditional SLAs to experience-led metrics, emphasizing the importance of user perceptions in IT interactions. Freshworks showcased its advancements in AI-driven service management, particularly through Freddy AI. The company aims to simplify ITSM by reducing tool sprawl and enhancing employee experiences. While not the market leader, Freshworks is strategically competitive, targeting midmarket companies. Its approach balances automation with usability, positioning it as a lean alternative in a crowded landscape.

Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader.

Over the past year, we’ve collected stories and interviewed government CX leaders and the consultancies that support government agencies because we want to help public-sector leaders connect CX with mission outcomes.

Amazon has almost as many robots as human employees. What happens when manufacturers approach that point?

Get three key takeaways from Forrester’s recent Partner Ecosystem Marketing Survey in this preview of a new report.

Get Forrester's take on seven key announcements coming out of the event and find out how these developments may shape or disrupt your IT roadmap.

The disconnect between ubiquitous AI adoption at the individual level and the absence of transformational impact at the organizational level is one of the most pressing challenges facing enterprises today. Learn why the gap exists and how to overcome it.

The One Big Beautiful Bill Act will reshape healthcare for years to come. While it presents challenges, especially for vulnerable populations, it also opens the door to efficiency and new market opportunities.

After studying for a certificate in business sustainability management from the Cambridge Institute for Sustainability Leadership, I pivoted part of my research at Forrester to the intersection of marketing, AI innovation, and environmental sustainability. Back in 2021, I interviewed dozens of leaders about sustainability disruption and how to transform their business. I interviewed Guy Flament, […]

Explore USU’s strategic insights from USU World 2025, where it unveiled its vision for IT service management amid growing global competition. Discover the company’s focus on genAI-powered solutions, data governance, and community engagement, as well as how it is addressing the evolving demands of a hybrid, AI-driven digital landscape, and learn about its commitment to operational compliance and innovative service delivery.