Age of the Customer
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Innovation In A Time Of Crisis: US Federal Edition
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. In difficult times, especially for those in crisis, there is a temptation to shut down all innovation and shore up on […]
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Featured CX Executive: Brad Smith, Enterprise Insights & CX Leader At Securian Financial
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. But what has this looked like, in practical terms, for CX leaders? […]
What It Means: A Forrester Podcast
Join us as we explore the latest market dynamics impacting executives and their customers.
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US Economic Outlook By GDP Components, Q2 2025
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.
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You Can’t Handle The (Consumer Personalization) Truth!
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: Consumers don’t care about “hyperpersonalization.” This misguided term is one of my biggest pet peeves. Many […]
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Measuring What Matters: Answering Key Questions From Our Webinar
We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.
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Agentic AI Strengthens Digital Adoption Platform Offerings
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.
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Key Questions Dominating The Innovation Agenda
While we receive many client inquiries on best practices for innovation management, there have been four recurring categories of inquiries lately that dominate our client conversations. Do we still need an innovation team? Clients want to validate their organizational innovation setups against best practices. While most of our clients are operating centralized innovation teams, their […]
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Supply Chain Mastery Delivers Superior Earnings
Over the weekend, I’ve been taking a break from research and reading someone else’s for a change. I came across the 2025 Supply Chain Earnings Impact Report. It reviews more then 1,000 quarterly earnings reports during the supply chain disruption between between 2019 and 2025 and concludes that enterprises prioritizing technology integration, real-time visibility, and […]
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Seven Insights From Our Postsale Strategy Workshop At B2B Summit
A hands-on exercise with workshop participants at B2B Summit North America revealed interesting learnings for customer engagement leaders and teams.
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Overregulation Forges A CISO Coalition With The G7 Letter
A coalition of over 40 chief information security officers (CISOs) from leading companies, including Salesforce, Microsoft, AWS, Mastercard, and Siemens, sent a letter to the G7 and OECD, urging them to take action on aligning international cybersecurity regulations. This move signals a strategic shift: CISOs are no longer only responsible for internal controls but are […]
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The Future Of Digital Experiences: A Human-Centered, Empowering Journey
Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.
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Global Tariffs: Dynamic Risk Management Meets Its Moment
The recent introduction of US-imposed tariffs has shaken global trade. While economists and financial analysts debate whether this on-again/off-again trade war fits into their model for geopolitical, economic, or supply chain risks, the result is the same: uncertainty and chaos sure to shake up business strategy for the foreseeable future. This new era of volatility […]
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To DOGE Or Not To DOGE — Tesla Hits A Roadblock
Tesla’s blazing-hot growth trajectory has come to a screeching halt. These three areas will indicate whether or not it regains its momentum.
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Technology Service Provider Acquisitions: A Strategic Shift To AI And Industry Services Is Underway
The purchase momentum continues for technology service providers (in a slow deals market) in 2025. Find out what this acquisition trend signals where providers are headed overall.
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Schneider Electric Data Center Summit 2025: AI, Power, Cooling, Services, And More
Schneider Electric’s 2025 industry summit focused on data centers and exhibited presentations covering a variety of data center topics, along with a tour of its manufacturing facilities showcasing the company’s production and testing expertise, as well as the following in-depth topics and session: The data center landscape How the rapid growth of generative AI has […]
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Beyond The Architecture Cage Match: The Microservices Vs. Monoliths Battle Is Hurting Your Business
In the red corner, weighing in with independent scalability and distributed complexity: microservices! In the blue corner, the reigning legacy champion, with its infamous deployment challenges: the monolith! For years, architects and technology executives have watched this architectural cage match with bated breath. Technology forums buzzed with trash talk from both sides. Conference speakers built […]
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Don’t Call It A Comeback: Stay Ready For Ransomware
So far, 2025 is filled with … distractions for security leaders. Between scrambling to secure their organizations’ AI initiatives, staying on top of critical vulnerabilities (and the organizations delivering the CVE process), perpetually communicating and training to guard against human element breaches, and navigating yet another period of uncertainty and volatility, it’s tempting to take […]
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CX, Digital, And Marketing Leaders: Tap Discipline And Creativity To Navigate Through Volatility
Root your planning and actions in your customers and leave room to innovate while controlling the risks you can.
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Judge Rules That Google Is An Illegal Monopoly — Now What?
The impact of Google's court cases will take years to play out. But they raise the likelihood of the company's overhaul.
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How Well Are You Protecting Existing Customer Revenue?
We’ve introduced expanded and upgraded versions of our customer engagement aligned approach and the foundational Forrester Customer Engagement Range Of Responsibilities Model to show you how to optimize the relationship between your company and your customers.
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