Blog
Imagine trying to build a house with tools scattered everywhere, each designed for a single task but never meant to work together. That’s similar to how many customer success (CS) teams have operated for years, relying on disconnected systems to manage onboarding, monitor customer health, forecast renewals, and drive growth. But the charter for CS […]
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Forrester forecasts 4.4% year-over-year growth in US holiday retail sales for 2025, with strong in-store and online performance despite tariff-related uncertainty.
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Back in ancient history — that is, before the debut of ChatGPT in 2023 — cloud was a sleepy space. Top trends rarely made headlines, and the pace of change had slowed. In 2021 and 2022, cloud had largely settled into the norm. The biggest conversations centered on rising cloud bills and how to rationalize […]
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Strong physical security is standard in critical infrastructure — but OT networks often remain wide open. This blog explores how applying Zero Trust principles can help you control digital access with the same rigor you apply to physical visitors.
Blog
What began as a collection of free or low-cost courses and labs for individual job seekers has transformed into a cornerstone of the cybersecurity training and experience ecosystem. CS&T platforms now play a critical role in continuous learning, professional development, and operational readiness — and they deserve a place in your budget and program.
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In the rush to adopt AI, many marketing leaders assign resources on the fly, without a formal structure or accountability. This “just in time” approach may feel agile — but it creates silos, duplicates effort, and introduces governance risks.
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Suzie Dieth, vice president of customer experience and insights at NRG, discusses how redefining CX is essential to supporting the company’s growth as a smart-home energy provider. In this CX executive series installment, she shares her vision for 2025 and beyond.
Blog
In 2026, AI will trade its tiara for a hard hat as enterprises prioritize AI function over flair. This year’s AI predictions emphasize the importance of investing in areas such as training and governance while evaluating the ROI of AI more closely.
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To the sellers whose jobs have been complicated by buying shifts and, now, AI: This song is for you.
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Most B2C leaders are captivated by developing the newest generative AI tools or agentic solutions. But since AI models are only as good as the data they learn from, the real differentiator lies in the inputs — specifically, unstructured data. GenAI thrives on the messy stuff — images, video, speech, behavioral signals — and it’s […]
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Qualtrics’ acquisition of PG Forsta will reshape healthcare technology. Qualtrics will also gain CFM vendor InMoment as part of the deal.
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The Misguided Pursuit Of Metrics Customer experience (CX) programs were designed to uncover insights, drive improvements, and enhance outcomes for customers while fueling business performance. Yet many have veered off course. Instead of improving experiences, they’ve become fixated on maximizing survey scores, mistaking metrics for meaning. Survey scores are not like other business metrics. They […]
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There’s a new AI computing stack forming to deliver AI-native experiences. Learn the five layers of that stack and how they combine to optimize AI workloads.
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Kubernetes is evolving from a cloud-native foundation to an AI-native enabler. Get a preview of what to expect at the upcoming KubeCon + CloudNativeCon North America 2025 event in Atlanta on November 10–13.
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CX leaders often fall into the trap of searching for a “big bang” solution, but real change often happens in micromoments. In our latest episode of the CX Cast, we unpack why culture change is so hard and why it matters now more than ever.
Podcast
Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.
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According to Forrester’s Priorities Survey, 2025, almost 30% of enterprises exceeded their IT budgets in 2024, indicating a strategic failure beyond mere budgeting issues. Find out how high-performance IT organizations are merging FinOps and IT finance to manage technology spend more effectively.
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My recent conversation with Coupang’s head of global hunting, oversight, and strategic triage revealed insights and takeaways that APAC CISOs can put to work.
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Forrester’s new Q&A report answers the six most important questions a team should ask when building a design system.
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Picture it: New York City, September 2025 — NYC Customer Success Week. A room of over 700 customer success (CS) practitioners gathered around a shared belief: CS isn’t fading into irrelevance — it’s stepping into its prime. The energy was palpable, and the message throughout the day was clear: AI isn’t here to replace CS […]
