Featured Blogs

It’s been a month since Mobile World Congress (MWC). We’ve had some time to reflect back on pre-, during-, and post-MWC interactions with vendors, enterprises, and providers which we have captured here. MWC has shifted its focus from 5G as the main connectivity to all things and enabler of new digitalization to either what can […]

To understand the key trends and short-term outlook during the volatility of the US economy, read this Forrester blog.

Earlier this month, my colleagues Matt Selheimer, Srividya Sridharan, and Katy Tynan advised B2B leaders on how to weather market volatility and navigate current economic storms (subscription required). One of six actions they recommend is using customer insights to improve understanding and empathy in communications and reduce high-friction processes. This is especially important when it […]

Navigating Volatility Businesses are no strangers to volatility. In the past two decades, the dot-com bubble burst, the financial crisis triggered the worst recession since the Great Depression, and the COVID-19 pandemic precipitated a global shutdown. But the level of confusion during this bout of economic volatility is unlike anything CMOs and other business leaders […]

Kraft Heinz recently embraced genAI to scale content creation and personalization, and in the process, reimagined how it brings its iconic brands to life.

A modern CRM is core to connecting organizational silos to drive customer and business value. Today, CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes modern CRM an indispensable tool for financial services firms aiming to enhance customer experience, streamline operations, and drive growth. […]

Sales force automation (SFA) has outgrown its original tech category, becoming increasingly ambiguous as it evolves into more of an umbrella term for an ever-widening array of sales tech. As a result, Forrester will no longer be evaluating SFA as a category. Find out more and learn why sales tech buyers need to decouple their CRM and sales tech investment decisions.

Though consumer behavior often lags behind sentiment, there are already indicators that they're pulling back on spending.

The element of surprise has been a characteristic of the Trump administration’s approach to tariff negotiations and this week’s announcement that US GDP was down 0.3% for the first quarter indicates that some imbalances are already developing as a result. Learn five ways this uncertainty will impact the IT services market.

The AI gold rush continues into 2025 despite economic volatility. But this isn’t a race; the winner isn’t necessarily the first there. You do need to run the race to have a chance, however.

Trop d'entreprises investissent dans l'expérience client (CX) pour améliorer ce que leurs clients disent de leurs expériences, plutôt que pour améliorer réellement ces expériences. Au Summit CX EMEA 2025, découvrez comment créer des expériences meilleures et plus significatives qui favorisent la fidélité et la croissance.

At Forrester, we frequently hear from clients struggling with product launches. Common issues include an overwhelming volume of minor launches that fail to make an impact, marketing teams receiving last-minute notifications about launches, or a lack of innovation — often relying on recycled spreadsheets from previous launches.

We’re four months into 2025, and there has been no shortage of volatility to challenge even the most seasoned CX executives. To stay on course, we recommend keeping a ruthless focus on customers while also balancing disciplined spending, change leadership, and risk management.

Economists expect inflation to rise again as the cost of imported goods increases and retailers pass these costs on to consumers. Here, we look at the current US GDP outlook for 2025 according to key growth indicators.

Covering the incredibly broad topic of consumer personalization means encountering a hodgepodge of client questions and terminology. In our new report The Truth About Consumer Personalization, we examine three common assumptions about personalization and convert them into three realities.

We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.

Digital adoption platform (DAP) providers have always been at the forefront of integrating automation into workflows, so integrating agentic AI is a logical next step. Learn the agentic AI use cases that DAP vendors are exploring to further boost performance.

You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.

Master security risk management during volatility. Watch this webinar to explore the actions you can take to regain security control.