James McCormick
Principal Analyst
Author Insights
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It’s Time To Get Serious About CX Data And Technology
CX pros can realize the full benefits of customer data by building a comprehensive CX technology portfolio that weaves in partner tech. Learn more.
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Il Est Temps De Prendre Au Sérieux La Data CX
Une mauvaise approche des données et de technologie laissent les équipes UX dans l'ignorance. Utilisez les UX data pertinentes.
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Understand The Location Intelligence Tech Landscape And Get Over Your Maps
A breakdown of location intelligence providers.
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Maximize Your Tech Investment By Making Sense Of The Digital Intelligence Tech Landscape
Digital Disruptions Complicate Digital Intelligence Needs Digital intelligence (DI) — the practice of understanding and optimizing digital customer engagements — has been around for as long as the internet itself. But it has not remained stagnant. The practices and technologies needed to support DI have continued to be revolutionized by the digital disruption. And the number of […]
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Retailers: Use In-Store Sensor Tech To Understand And Enhance Customer Experiences
Sensor-based technologies have been around for a while now — remember all the beacon hype? — and are now rapidly gaining traction. In-store sensor technology and, more importantly, its contribution to understanding our in-store customers and businesses, is at a point where it is now truly digitally transforming physical stores and the experiences delivered to customers. […]
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Location, Location, Location!
There are three things that matter in real estate: location, location, location. It is the real estate agent’s mantra and is largely believed to be the most important factor to consider when buying property. In the same vein, location has the power to affect your business: how it operates, total sales, which customers to target, […]
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The Forrester Wave™: Location Intelligence Platforms, Q4 2018 — Eight Key Players To Help Understand Customers In The Real World
The relentless march of digital transformation has not left the physical world untouched — particularly when it comes to understanding and engaging with customers. First, customers digitally connected to brands via PCs, then mobile devices, and now via a continuous tidal wave of emerging owned IoT devices (e.g., wearables, connected cars, etc.) and non-owned IoT devices […]
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Why The Right Web Analytics Platform Is (Even More) Business-Critical
Why The Right Web Analytics Platform Is (Even More) Business Critical Forrester just recently published The Forrester Wave™: Web Analytics, Q4 2017. In it we rank the leading web analytics platform provides including Adobe, AT Internet, Cooladata, Google, IBM, Mixpanel, and Webtrekk. “Why should I care?”, you may ask. After all when it comes to […]
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Visible Light Communication: The Location Intelligence Backbone For Real-World Experience Delivery
Visible light communications (VLC) emerges as location intelligence practice takes-off Location and spatial data is becoming strategically important to a wider range of use cases beyond traditional government, military, mining and asset management applications. It is now an important component of the system of insights for many financial services firms, retailers, and healthcare institutes — […]
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Introducing The Forrester Wave™: Digital Intelligence Platforms, Q2 2017
Early Digital Intelligence Platform Players Deliver Great Value – Yet Have Many Opportunities For Improvement As digital disruption continues its unstoppable march, digital engagement is rapidly evolving and customers’ expectations that they will get what they want during moments of digital interaction continue to grow. Now more than ever, firms need to understand their customers […]
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Introducing The Forrester Wave™: Digital Intelligence Platforms, Q2 2017
Early Digital Intelligence Tech Players Deliver Platform Value – But Have A Way To Go As digital disruption continues its unstoppable march, digital engagement is rapidly evolving and customers’ expectations that they will get what they want during moments of digital interaction continue to grow. Now more than ever, firms need to understand their customers […]
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Only The Brave Need Peek Beyond The Veil Of Digital Disruption
The discussions at eCommerce MoneyAfrica Confex last week definitely sharpen my African perspective on digital commerce. While behind in some ways the continent is miles ahead in others. I was specifically impressed with some of the informal discussions on the rise of peer-to-peer commerce and engagement. Its potential impact on collapsing the value chain between […]