Featured Blogs

Blog

The Seventh Wave: How AI Will Change The Technology Industry

George Colony July 2, 2025
As AI rewrites the rules of business, lessons from past technology shifts will only go so far. Forrester’s CEO examines the impact that AI will have on the big five consumer tech companies and the tech sector more broadly.
Blog

Master Tech Mayhem: Technology & Innovation Summit Comes To London

Pascal Matzke 24 hours ago
In an era of change and uncertainty, technology leaders can either stay reactive or seize the new opportunities in front of them. Find out how Forrester’s Technology & Innovation Summit EMEA can help technology leaders prepare to master tech mayhem and achieve high performance in today’s volatile environment.
Blog

A Peek At Bank Of America’s AI Playbook

Brian Hopkins July 2, 2025
Bank of America has quietly built one of the most disciplined AI strategies in financial services. In this case study, we explore how the bank laid a data-first foundation, scaled its virtual assistant Erica, and turned AI into a compounding advantage — offering valuable lessons for any organization navigating digital transformation.

Ultimate Guide To The Top 10 Emerging Technologies

Discover the top 10 emerging technologies shaping 2025, based on Forrester’s exhaustive research. Explore the impact, use cases, and benefit horizons of technologies like agentic AI, synthetic data, quantum security, and more.

Blog

Parting Lessons From CX Summit North America To Help You Deliver The Total Experience

Rick Parrish June 26, 2025
As another CX Summit North America draws to a close, it’s time to get to work. Use these takeaways to help you create your action plan for transforming the experiences you offer.
Blog

Pause Innovation Now And Pay The Price Later: Why AI Readiness Can’t Wait

Stephanie Balaouras June 26, 2025
Even as volatility abounds, business and technology leaders must stay laser-focused on building a strong AI foundation. The first blog in our new quarterly Bold Stances series offers some guidance.
Podcast

TV Options For B2C, GenAI For CRM, Data Centers Go Nuclear

What It Means June 26, 2025
From pickleball to nuclear energy, this week’s episode covers a lot of ground. Listen in as Forrester analysts put three recent business headlines into context for sales, marketing, and technology leaders.

Get The Insights At Work Newsletter

Thanks for signing up.

Stay tuned for updates from the Forrester blogs.

All Insights

Blog

From Generic To Human-Centered And Empowering: Tomorrow’s CX Starts Today

Riccardo Pasto 2 hours ago
The convergence of emerging technologies is accelerating the transformation of customer experience — reshaping how companies understand and serve customers, streamline operations, and deliver value.
Podcast

Fear In B2B Buying, Future Of Experiences, Cisco Live Recap

What It Means 11 hours ago
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.

Win Over Complex Buying Groups With Adaptive Programs

B2B buying groups are more complex than ever. Discover how to align priorities, drive consensus, and boost marketing’s impact with adaptive programs. Watch the webinar replay for buyer insights based on research.

Blog

Bringing AI To The Core: IBM’s Bets On In-Platform Intelligence

Brent Ellis 18 hours ago
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.
Blog

Systemic Risks Fracture The Business Mosaic

Cody Scott 18 hours ago
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 […]
Blog

Autonomy Is The Future, But AI Agents Still Deliver Value Today

Stephanie Liu 18 hours ago
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 […]
Blog

GenAI Reshapes Shopping And Revives SEO

Nikhil Lai 18 hours ago
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 […]
Blog

Demystifying Artificial General Intelligence

Bernhard Schaffrik 23 hours ago
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.

Prove CX ROI And Gain Executive Buy-In

Struggling to make execs see the value of CX? Download our guide and ROI calculator to craft a winning business case and secure funding for your CX initiatives.

Blog

Reimagining ITSM: How Refresh Europe 2025 Propels Freshworks Amid A Fierce Competitive Landscape

Julie Mohr 2 days ago
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.
Podcast

411: Harley Manning’s Five Universal Truths of CX

The CX Cast 2 days ago
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.
Blog

It’s Time To Talk About The ROI Of CX For Government

Judy Weader 2 days ago
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.
Blog

What If Half Your Employees Were Robots?

Paul Miller 2 days ago
Amazon has almost as many robots as human employees. What happens when manufacturers approach that point?
Blog

Continued Growth In Scale And Complexity: The State Of Partner Ecosystems In 2025

Kathy Contreras 3 days ago
Get three key takeaways from Forrester’s recent Partner Ecosystem Marketing Survey in this preview of a new report.

Can Your Security Strategy Handle Today’s Volatility?

Economic turmoil, increased cyberattacks, and changing regulations. Learn new strategies for managing risk in an era of volatility.

Blog

HPE Discover 2025: AI Is Infrastructure; Infrastructure Is AI

Naveen Chhabra 3 days ago
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.
Blog

Why AI ROI Remains Elusive Despite Widespread Adoption

Frederic Giron 3 days ago
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.
Blog

The Big Bill Is Now Law: What Healthcare Leaders Need To Know

Arielle Trzcinski 6 days ago
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.
Blog

How Yves Rocher Integrates Sustainability Into Its Business

Thomas Husson 6 days ago
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, […]
Blog

USU’s Strategic Reveal: Can Its ITSM Vision Keep Pace With Global Giants?

Julie Mohr July 3, 2025
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.

Scale Your AI Strategy To Maximize ROI

Unlock the blueprint for AI success. Discover how to align strategy, prioritize impactful use cases, and close the talent gap — everything you need to expedite ROI and achieve tangible success through AI.

Blog

A B2B CMO’s Imperative To Drive Growth: Champion Revenue Process Transformation

Mavis Liew July 3, 2025
According to Forrester’s Marketing Survey, 2025, only 21% of marketing leaders report that a “transition from lead-focused efforts to buying groups and opportunity management” is among the most important priorities for their marketing strategy in the next 12 months. But with buyers becoming more autonomous, buying groups increasingly more complex, and customer expectations higher than […]
Blog

LumApps And Beekeeper Come Together To Deliver An “AI-Powered Employee Hub”

Cheryl McKinnon July 3, 2025
On July 2, 2025, intranet provider LumApps announced that it will merge with the Swiss-headquartered frontline employee app vendor Beekeeper. The new combined company is backed by the private equity group Bridgepoint, which had already acquired a majority stake in LumApps in 2024. The combined company has a valuation of over $1 billion. A more […]
Blog

The Global Digital Identity Waltz: Who Will Lead The Dance Of Trust?

Tope Olufon July 3, 2025
Digital identity, once a dream for seamless global authentication and verification, now fragments along geopolitical fault lines. European companies are tightening ranks and forming alliances. China is sharpening its grip with a view to consumer protection and digital dominance. The US is retreating from federal coordination, citing risks from fraud and abuse. The battle for […]
More posts