Blog
The agentic AI gold rush continues. Everyone seems to agree that AI agents will reforge the contours of work and business. What is less clear is the mental model to apply when conceptualizing the role of agents within the enterprise. Is an AI agent an employee? An enterprise application? An RPA bot on steroids? A […]
Blog
How Does An Industry Leader Address Unprecedented Change? Alvin Nguyen, Sr Analyst | Hewlett Packard Alum JT Thykattil, VP Research Director | Google Alum What We Expected As a leader in the global data center colocation and interconnection market, Forrester went to the Equinix Industry Analyst […]
Blog
Every few years, the enterprise pendulum swings — from building everything in-house to buying everything off the shelf. Now, AI is adding weight to both sides. I’ve been in the digital workplace space long enough to watch the build vs. buy pendulum swing more than once. In the early days, “build” was the only option […]
Blog
Having been slow to conduct foreign influence screening, Europe has jumped to intervening. On October 13, 2025, the Netherlands invoked a never-before-used relic from the cold War — the 1952 Goods Availability Act — to place Nexperia, a Chinese-owned chipmaker based in the Netherlands, under ministerial oversight. Citing serious governance shortcomings and the risk of […]
Blog
Sovereign cloud used to be synonymous with compliance and data protection. But as organizations tighten their sovereign policies and demand greater control over their data and cloud infrastructure, the narrative is changing. In our recent analyst briefing, Google Cloud laid out a bold new vision: Google Cloud sovereignty as a competitive advantage. This shift is […]
Blog
Connected products are everywhere these days, from consumer goods and automotive to industrial automation and healthcare. But as I’m sure you’ve noticed, far too many of them offer a poor experience to their users. A connected product requires physical product design, physical user experience, embedded software engineering, supporting software engineering, and digital user experience. A […]
Podcast
This week, host Martin Gill travels down under to Forrester’s CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester analysts and CX industry attendees on topics affecting CX across Australia and the APAC region.
Blog
Despite increasing pressure to deliver business value, many technology organizations still struggle to connect strategic intent with execution. Learn how value stream planning can provide the structure to evaluate which initiatives deliver the most value the fastest.
Blog
Learn how AWS’s AI-native cloud is helping Formula 1 improve both racing and fan experiences by providing real-time race analytics and supporting advanced aerodynamic simulations for car design.
Blog
In a time defined by AI-led disruption and economic volatility, innovation can feel as exhilarating as it is exhausting. Learn how to navigate the path to cyber resilience in an age of mayhem in this review of Forrester’s recent Technology & Innovation Summit EMEA.
Blog
One of my less well-kept secrets is that I used to run an enterprise architecture team. Back in those good old days, we’d spend weeks crafting intricate strategy and reference model diagrams, only to watch them gather dust as the business moved on. Fast-forward to customer experience (CX), and I see a striking similarity in […]
Blog
At Amazon Accelerate 2025, agentic AI took center stage, transforming seller tools, supply chain logistics, and multichannel fulfillment. Here are the key innovations and takeaways.
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Tech leaders with unlimited resources can spend on whatever they like. Those in the real world must take budgets into careful consideration and find ways to maximize the value of their available funds. Learn the three questions they must answer to build a budget that maximizes impact.
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Learn how visual AI technologies will enable businesses to engage responsively with customers and consumers in the next two to five years.
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Today’s healthcare consumers are more connected, informed, and empowered than ever — and they expect their healthcare experiences to keep pace. They demand experiences that are assistive, anticipatory, and agentic. They want to control their health journeys by owning their data, making informed decisions, and engaging in interactions that feel like conversations, not like transactions. […]
Blog
We have such high hopes for customers, don’t we? They’ll breeze through onboarding like champions. Collaborate on a success plan with a level of excitement appropriate to the new season of “The Pitt.” Explore every feature, deploy every asset, exceed all expectations, and attain ROI in record time. That would be wonderful, but perfection is […]
Blog
At Unily Unite CEO Lokdeep Singh unveiled Unily Futures, the next evolution of its employee experience platform. Find out what it is and what it means for customers in this review of the event.
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Global retail media spending will grow from $184 billion in 2025 to $312 billion by 2030, driven by high-margin revenue, precision targeting, and full-funnel opportunities.
Blog
Consumers are increasingly skeptical of personalized interactions, yet marketers see them as vital to success. Our latest research explores how B2C organizations are designing personalization programs that balance customer needs with internal strategy, data, and technology. If you’re involved in personalization efforts, we invite you to share your insights.
Blog
The charter for customer success has changed. It’s no longer about “customer happiness" and retention; it’s about driving measurable customer value, commercial impact, and operational scale. Learn how the latest CS platforms unify data and and leverage AI in this preview of our new Wave report on customer success platforms.
