Age of the Customer
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AI Search Is Growing Faster Than Its Business Model
Big Tech earnings this week put a spotlight on the monetization dilemma at the heart of AI-integrated search. The growth of Google’s AI Mode is proving to be a double-edged sword: Investments in conversational search are fueling Google’s fastest year-over-year search query growth in five years, but the company’s advertising revenue growth slowed to 12%, […]
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Your Customers’ AI Agents Will Never Give Up
Personal AI agents will increase service volume — and will expose unresolved demand that customer effort used to keep out of sight. Use that unresolved demand to find problems now that customers shouldn’t need to chase you about in the first place.
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Predictions 2027: AI Turns Up The Heat On Software Development
As AI accelerates software development, teams will need to rethink everything from developer roles to testing and quality. Forrester’s 2027 predictions explore what happens as AI becomes more deeply embedded in how software gets built.
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DoorDash + Instacart: A Good Idea But Not For The Reasons They Say
DoorDash announced on October 29 that it will buy Instacart for about $17 billion. Read our analysis.
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Google Public Sector Summit 2026: AI Moves From Possibility To Mission
When Forrester wrote about the creation of Google Public Sector in 2022, the question was whether Google could build the industry credentials to compete more seriously for government business. Four years later, the conversation has changed. At the Google Public Sector Summit 2026 on October 20 in Washington, DC, there wasn’t one major announcement that […]
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AI In Procurement: Experiment Like A Teenager
Teenagers are remarkably good at experimenting. They try new things, question established rules, and quickly abandon what doesn’t work. Sourcing and procurement leaders could use some of that attitude toward AI, provided they combine experimentation with clear boundaries. When it comes to AI in procurement, think like a teenager: Experiment and question the rules, but […]
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US Midterms: On Tuesday, Your Social Media Strategy Falls Apart
Picture this: On Tuesday, November 3, it’s Election Day. Your brand’s social media channels have been humming along, crushing engagement and creating conversation. And then seemingly out of nowhere — BOOM. Reach drops, views crater, and your team is left wondering: What did we do wrong? Social media content doesn’t exist in a vacuum. Current […]
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Loyalty Service Providers Elevate Customer Loyalty To An Enterprise Capability
A rapidly evolving technology landscape changes how consumers discover brands, evaluate choices, and make decisions. This shift exposes a weakness in many loyalty strategies that rely on points and discounts alone to sustain customer relationships. Traditional loyalty programs still have a role, but brands weaken program impact when they treat loyalty as a series of […]
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PHP2Shell And The IT Visibility Crisis: Do You Know What You Have?
IT Visibility Is No Longer A “Nice To Have” The PHP2Shell security event is rapidly becoming a board-level conversation. Two critical PHP vulnerabilities allow unauthenticated remote code execution, and security authorities are urging organizations to patch immediately. CISA has told organizations to “identify and inventory systems running any version of PHP” while warning that PHP […]
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Will AI Fix Your CX Measurement Or Make It Worse?
AI can accelerate analysis, reporting, insight generation, and decision support, but it won’t automatically fix the system underneath. Find answers to common questions in the first blog in our series on CX measurement.
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Governments Can’t Just Adopt Emerging Technology — They Must Shape It
Government technology leaders face a growing challenge. Emerging technologies are advancing quickly, but deciding what to do about them is becoming harder. It’s about more than just deciding on the technologies that governments should invest in now. Which could improve services, increase productivity, strengthen mission outcomes, or accelerate modernization? And which require government to look […]
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I’m Digging Into Price Optimization And Management — Here’s What I’m Learning
I’ve spent much of my career thinking about B2B pricing. Before becoming an analyst, I managed global B2B businesses with lots of SKUs and channels and the pricing complexity that comes with a far-flung supply chain, transfer costs, and multitier distribution, and I’ve covered pricing strategy as an analyst for years. My Forrester landscape report […]
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Don’t Block All The Bots — They Might Be Shopping For Your Customers
Bot and agent management is crucial for preventing attacks from unwanted bots. But in retail, blocking all agents can block shoppers, too.
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Predictions 2027: Automation Initiatives Become More Considered
In 2027, business and technology leaders will take a more measured approach to automation, rethinking early AI bets, scrutinizing ROI, and focusing on initiatives that deliver sustainable value.
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Basware Unveils Governed Agentic AP Automation
At Basware’s VIP customer event in Dublin last week, the company set out an ambitious direction for invoice lifecycle management. Its roadmap brings together agentic AI, invoice data, payment fraud prevention, and e-invoicing compliance. The strategy reflects how the accounts payable (AP) automation market is changing. Touchless invoice processing remains important, but it’s becoming a […]
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Predictions 2027: AI Takes Over Business Buying, But Humans Retain Control
AI will take on more of the B2B buying process in 2027, but buyers won’t hand over the final say. Discover how AI agents, human validation, and heightened risk scrutiny will reshape business buying.
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Anthropic’s S-1 Hands Enterprise AI Buyers Better Leverage
Back in June, we argued that Anthropic’s proposed IPO would change the economics of enterprise AI, reasoning that a public listing brings discipline: Pricing would “get real,” capital would chase acquisitions, and Anthropic would trade capability for cost. The public S-1, filed October 26, has the numbers we lacked a few months ago, and it […]
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HP, Ferrari, And The Convergence Of The Device Edge And The Software Edge
AI PCs need a stronger enterprise value proposition rather than more processing power. At HP’s event in Modena, Italy near Ferrari’s Fiorano Circuit last week, I saw a broader ambition: Connect devices, software, and agents to reshape how work gets done. For technology leaders, the question is whether HP can translate that ambition into integrated […]
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Predictions 2027: The Seat At The Table Comes With A Few Surprises
Greater influence will bring greater accountability for CIOs in 2027, as questions around data ownership, AI agent governance, and ROI force technology leaders to clarify who owns what.
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Journey Mapping Essentials: Five Lessons Every CX Leader Should Learn
Journey mapping is one of the most popular yet one of the most misunderstood and misused tools in CX. Creating maps is the easy part. Creating change is where most organizations struggle. Over the past five weeks, the CX Cast revisited five episodes that explore journey mapping from different angles, from running effective mapping exercises […]
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