Frank Gillett

VP, Principal Analyst

Author Insights

Blog

ServiceNow To Partner With Celonis — What To Make Of This Announcement

Bernhard Schaffrik October 11, 2021
ServiceNow and Celonis recently announced a strategic partnership that is looking to create a closer linkage between ServiceNow’s low-code platform and Celonis’ Execution Management System. The partnership goes far deeper than your standard press release and actually includes some serious co-engineering by both firms, as well as an investment in Celonis by ServiceNow. We looked […]
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Blog

A Privacy Primer For Marketers

Joe Stanhope April 16, 2021
Privacy is firmly in the limelight as businesses weigh in on whether privacy is a human right and legislatures around the world debate new regulations and protections for consumers. Marketers are on the front lines of customer engagement, championing the consumer within the enterprise and taking an active role in privacy discussions.  But for marketers who aren’t already privacy […]
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Blog

How PCC Turned Its Undifferentiated Rewards Program Into A Loyalty And Engagement Driver

Emily Collins February 19, 2021
Another undifferentiated loyalty program focused on cookie-cutter transactional rewards and lacking in customer insights. Does it sound familiar? Programs like this saturate the market even when retaining customers and earning their loyalty is more important than ever. Our data shows that even though nearly 90% of US online adults belong to a loyalty program, only […]
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Blog

Did You Hear? Social Networks Want In On Audio

Jessica Liu February 11, 2021
First the social networks conquered text. Then they dominated video. And now, the new frontier: audio. New app Clubhouse has garnered significant buzz for its audio-based chatroom environment, where users can join live conversations with people and topics they follow. Last month, Twitter announced its acquisition of Breaker, a social podcasting app, and quickly transitioned […]
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Blog

Update Your Understanding Of Emotion (Hint: It’s Not Just Feelings)

Jim Nail January 12, 2021
We’ve assembled a compendium of Forrester’s existing research on emotion, with the help of analysts across a variety of coverage areas. This research will help CMOs — and other leaders across the enterprise — rethink the dynamics of emotion.
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Blog

It’s Time To Put Security And Privacy Front And Center For Virtual Care

Arielle Trzcinski December 22, 2020
(Written with Benjamin Corey, senior research associate at Forrester) Telehealth (virtual care) usage has skyrocketed during the pandemic. When you roll back the tape a few months, healthcare providers were able to (very quickly) stand up virtual care capabilities without having to go through the intensive HIPAA compliance protocols required in the healthcare industry. Some […]
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Blog

No One Should Be Surprised About The Facebook, Inc. Lawsuit In The US

Jessica Liu December 9, 2020
Facebook has thrived in the short term with record-setting users and revenue. Long term, its outlook remains bleak.
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Blog

COVID Drives M&A Activity In DevOps And IT Management

Sandy Carielli December 4, 2020
Learn how the pandemic's increased uncertainty and volatility has produced some attractive M&A opportunities in DevOps and IT Management.
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Blog

Empathy Is The Best Gift You Can Give Your Loyal Customers This Holiday Season

Emily Collins November 12, 2020
Loyalty marketers need to communicate with and get to know their new members in quick, digestible, innovative ways this holiday season. Empathy is key.
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Blog

Social Listening Platforms Aim To Serve All User Types

Jessica Liu November 10, 2020
Throwback to the mid-2000s: Facebook was founded, and Hannah Montana premiered. Miley Stewart was an average American kid with an alter ego pop star named Hannah Montana. Miley/Hannah’s dual identity allowed her to escape the public eye while still reaping fame and fortune — ultimately, living “the best of both worlds.” Cut to 2020: Social […]
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Blog

Spotify Adds Megaphone To A Long List Of Podcast Acquisitions

Collin Colburn November 10, 2020
There’s been yet another big move today in the podcast space, as Spotify acquired Megaphone for its podcast advertising technology. The acquisition for $235 million continues Spotify’s three-year buying spree in the podcast market and further solidifies its dominant position here. Spotify Adds Megaphone To Bolster Monetization Of Its Podcast Content In addition to giving […]
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Blog

Take A Chance On Your Holiday Podcasts

Collin Colburn October 21, 2020
Marketers are itching to get close to consumers in time for a holiday spending surge. This season, we think marketers should take the opportunity to be bold (at work) with their podcasting efforts. We know lots of retailers and brands — from Sephora to Blue Apron to Shopify — have their own podcasts. And even […]
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Blog

Listen Up: Podcasts Can Elevate Your Brand’s Marketing Strategy

Collin Colburn September 16, 2020
I’ll admit it: I’m a podcast newb. I just got into them at the end of last year because of Wondery’s Business Wars, which sucked me in on my daily commute. While I’ve been late to the game, my colleague Sarah Dawson — a podcast lover and aficionado — listens regularly and knew much more […]
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Research Collection

Learn From Direct-To-Consumer Disruption

Ryan Skinner September 9, 2020
Direct-to-consumer (DTC) brands are fueling disruption by radically reorienting consumer expectations. As a result of the COVID-19 pandemic, brands of all kinds are looking to shore up their own DTC efforts as more consumers seek authentic and engaging brand relationships in increasingly digital spaces. As they craft their own brand’s DTC journey, B2C marketers and […]
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins August 17, 2020
This week’s edition of our FORRward series covers the latest tech news on Gong, revenue intelligence, People.ai, Chorus.ai, brand, zero-party data, future of work and movie making.
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Blog

FORRward: A Weekly Read For Tech And Marketing Execs

Emily Collins August 10, 2020
Mobile Advertising Comes Under Scrutiny Most data deprecation discussions center on cookies and web browsers. But two recent moves broaden the aperture to include mobile environments, too. First, Apple announced iOS 14, which will prompt users on whether they want to let an app track them or “ask app not to track.” If a user picks the latter, the app can’t […]
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Blog

The Podcast Wars Have Begun

Collin Colburn July 9, 2020
Recent moves by Spotify and SiriusXM reinforce that podcasts are indeed the Next Big Thing.
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Blog

Rumors Of An Arm-Based Mac Signal The Rise Of Ambient PCs

Frank Gillett June 18, 2020
Will Apple announce plans for an Arm-based Mac computer at its annual Worldwide Developers Conference? VP Frank Gillett provides his analysis.
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Blog

Connected Experiences: The Goal For Great “Smart” Products

Frank Gillett June 17, 2020
Product makers have pushed tech smarts beyond our phones and PCs into gear and gadgets, but many smart, connected products are not so smart. Whether it’s the latest connected harvester or a new smart speaker, the user experience often falls short of rising expectations. Adding sensors and remote control using internet-of-things (IoT) tech in products […]
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Blog

Smart Audio: What Tech Innovations In Sound Will Fuel New Experiences?

Frank Gillett June 9, 2020
Audio experiences are getting an upgrade. We’re used to great audio for music, videos, and calls. Now, many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients, see “Forrester Infographic: The State Of Voice Assistants, 2019“). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational […]
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