Age of the Customer
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Sovereign AI Is About Control, Not Localization
As artificial intelligence moves from experimentation to enterprisewide deployment, sovereignty concerns now touch every layer of the AI stack. Organizations are no longer evaluating AI based solely on model performance, innovation speed, or cost. They are increasingly asking whether they can control how AI systems are built, governed, operated, and evolved. This shift is transforming […]
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Farnborough Airshow: Autonomy, AI, And Some Planes
Paul Miller discusses his physical AI and autonomy highlights from this year’s Farnborough International Airshow.
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AI Is Redefining BPO: Trends (Re-)Shaping The Industry
For years, business process outsourcing (BPO) ran on a familiar playbook: labor arbitrage, process standardization, and global delivery. That era is rapidly slipping into oblivion. Our latest research on the BPO market points to a deeper shift — AI isn’t just changing how efficiently providers deliver but how they create value, how clients consume services, […]
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Look Up: Your AI Voyage Depends On It
AI adoption is accelerating, but too many organizations remain focused on deployments and efficiencies rather than customer value. Learn why the most successful AI adopters build customer-focused strategies that drive trust, differentiation, and business outcomes.
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In The Age Of AI, Trust Is A Competitive Differentiator
Customers now navigate a world where they increasingly expect to be misled, manipulated, or deceived. That raises the stakes for every AI investment organizations make.
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Get In Pole Position: How Preference Marketing Builds A B2B Competitive Edge
At B2B Summit North America, Ian Bruce and Kelvin Gee shared a sobering truth: Most B2B teams are chasing deals they’ve already lost. The remedy is a preference marketing strategy. Learn what that entails and how to adopt it to pull ahead.
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Five Lessons From The Forrester Wave™: Conversational AI Platforms For Employee Services, Q3 2026
The AI market has finally come back around to the (correct) conclusion that people are important. Thank goodness. And on that note, The Forrester Wave™: Conversational AI Platforms For Employee Services, Q3 2026 (aka AI to help employees) is finally live! To put it bluntly, the market has progressed further than I thought possible since […]
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Why Interactive Experiences Accelerate CX Transformation Faster Than Training
Modern video games don’t make you read a manual before you start to play. They drop players into a simulated world, give them simple objectives, and let them learn by doing. Even board games take the same approach, with cut-down quick-start versions and even free downloadable content to hook you in. That same principle explains why interactive experiences often […]
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Never Too Small, Part 2: The Rise Of The Cyber Ambulance Chasers
Two years ago, several of us wrote that Arlington, Massachusetts wasn’t “too small for cybercriminals” after a business email compromise diverted nearly half a million dollars from a town construction project. The criminals didn’t target a major enterprise or a household brand. They found a small municipality with finite staff and resources and even less […]
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Five Key Findings From The Forrester Wave™: Workday Services, Q2 2026
The Workday services market has entered a new phase. Buyers are no longer looking solely for implementation partners that can deliver projects on time and on budget. Increasingly, they want strategic partners that can help them drive continuous transformation, operationalize AI, and maximize platform value long after go-live. In The Forrester Wave™ Workday Services, Q2 […]
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SAP’s EU Settlement Shifts ERP Customer Leverage
On July 9, SAP reached a settlement with the European Commission that closes an antitrust investigation into SAP’s maintenance and support practices for on-premises enterprise resource planning (ERP) software. Importantly, this was resolved through binding commitments rather than a finding of wrongdoing or a financial penalty, but customers should not mistake the absence of a […]
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The Agentic AI Race: Why The Tortoise May Beat The Hare
If you remember the childhood story of The Tortoise and the Hare, you already understand more about the future of AI agents than you might think. Right now, the AI market looks like a field full of hares. SaaS agents from vendors like Microsoft, Salesforce, ServiceNow, SAP, and Google are sprinting ahead, racking up users, […]
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How Technology & Innovation Forum Central Turns Conversations Into Strategic Connections
Networking is more than a side benefit at Technology & Innovation Forum Central. Explore the programs, roundtables, and leadership communities designed to help technology leaders connect, learn, and grow alongside their peers.
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The Paramount-Warner Bros. Discovery Case Is Fighting Over The Wrong Market
This past Friday, I tuned in as the Paramount-Warner Bros. Discovery (WBD) merger moved from boardroom to courtroom. A coalition of 12 state attorneys general asked a federal judge to temporarily block the $110 billion transaction while their antitrust lawsuit proceeds, arguing that the merger shouldn’t be allowed to close before courts fully evaluate its […]
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What You Need To Know From Forrester’s Global Sovereignty Forecast, 2025 To 2030
In some countries, the debate around technological sovereignty has been framed as a race toward independence. Governments have invested billions in sovereign cloud initiatives, national AI programs, semiconductor manufacturing, and critical infrastructure under the implicit assumption that sovereignty means self-sufficiency. But that assumption is detached from reality.
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Meet Rick Geneva: Principal Analyst For Cloud-Native Development
After three decades in IT, I’m now watching the fifth major innovation cycle of my career: I’ve seen PC networking, internet/dotcom, enterprise integration and automation, cloud and mobile, and now AI. As this next era takes shape, becoming an analyst with Forrester felt like the logical next step. I’m moving from building products to helping […]
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The Technology Industry Is Stumbling Down The Path To Becoming A Proper Supply Chain
The technology industry has always been immature compared with the manufacturing, automotive, telecommunications, and oil and gas industries. In those industries, tier-one suppliers are deeply embedded in the operations of the end producer, tier-two suppliers are embedded in the operations of the tier-one suppliers, and so on. Boeing planes would fall out of the sky […]
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Use 2027 Budget Optimism To Drive An AI Reset
Budget optimism is rising as 2027 approaches — but more spend alone won’t improve outcomes. Use this moment to reset your AI investments. Prioritize the readiness, governance, and context required to make it truly work.
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Launching The Agentic Development Platforms Vendor Landscape, Q3 2026
Agentic development platforms (ADPs) move AI-enhanced development from experimentation to enterprise decision-making. As AI coding assistants evolve into platforms that can coordinate agents, manage context, and automate work across the software development lifecycle (SDLC), technology leaders need a clearer view of which vendors matter, how they differ, and where the market is heading. ADPs are […]
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AI Moves Marketing Measurement From Insights To Action
Even as more organizations adopt advanced measurement techniques, the perceived actionability of that measurement hasn’t kept pace. According to Forrester’s 2025 and 2026 global marketing surveys, adoption of marketing mix modeling and incrementality testing increased substantially year over year, but 49% of B2C marketing decision-makers in 2026 still say that analytics findings don’t translate into […]
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