Age of the Customer
Insights
Blog
Your Guide To Austin For Technology & Innovation Forum Central
The IT singularity has arrived, and there’s no better place to explore what that means for your organization than Technology & Innovation Forum Central in Austin. Hosted at the JW Marriott Austin, the Forum brings together technology leaders ready to take control of AI, modernize operations, and turn innovation into measurable business outcomes. Fittingly, Austin […]
Blog
Inside Forrester’s Inaugural Future Leaders Program
Three participants from Forrester’s first-ever Future Leaders program — designed for early-career professionals identified as rising talent within their organizations — share the highlights of their experience and the lessons they’re already applying on the job.
Blog
The Rise Of The “Claude Cowboy” In RevOps
A new archetype is emerging in Rev Ops: the “Claude Cowboy.” The term is gaining traction as shorthand for commercially-minded operators using tools like Claude CoWork and other agentic AI tools, as well as low code automation to solve operational problems fast. The Wild West Or A New Ops Utopia? Social commentary often frames these […]
Blog
Thinking Of Vibe Coding Your CLM? Consider These Five Trade-Offs First
Interest in build vs. buy for contract lifecycle management (CLM) is resurging, eerily invoking early 2000s vibes (pun intended). AI makes it easy to spin up something that looks like a CLM system — if you squint, you can see it. I keep thinking of a recent article about a Wall Street techie that vibe coded […]
Blog
Meet Clinton Herget, Principal Analyst For Software Development Services And Developer Organizational Change
Hi! I’m Clinton and I like to take things apart. From early childhood, my happiness didn’t come from unwrapping the new toy but from revealing its hidden secrets with a screwdriver. The desire to understand how things work at a deep level has animated me through a 20-year career in software building, engineering leadership, consulting, […]
Blog
Quantum Negligence On The Clock: The US Just Set The Egg Timer On Quantum Migration As An Enterprise Risk
The question is no longer whether organizations should prepare for the quantum era, but how they will prove that they acted in time. New US guidance elevates post-quantum cryptography migration from a technology initiative to a board-level risk management responsibility.
Blog
If CX Doesn’t Change Decisions, It Doesn’t Matter
CX teams create value not by measuring experiences but by influencing decisions. The organizations pulling ahead are using customer insights to guide investments, prioritize change, and drive business outcomes, turning CX from a reporting function into an operating discipline.
Blog
Schneider Electric Announces Intention To Acquire Cognite
Forrester analyst Paul Miller explores what Schneider Electric’s intention to acquire Cognite means for industrial knowledge graphs.
Blog
Build Bridges To Customers With Digital Product Passports
There's a real opportunity for organizations to leverage digital product passports beyond sustainability and compliance use cases.
Blog
Stripe’s New Stablecoin Bet: Open USD
On June 30, 2026, Stripe, Visa, Mastercard, Coinbase, BlackRock, BNY, DBS, OCBC, Standard Chartered, Google, Shopify, and more than 140 other companies have signed on to Open USD, a new US dollar-backed stablecoin initiative operated by Open Standard. The project is designed for powering global money movement and is expected to go live later in […]
Blog
Three Parting Lessons From Forrester’s June CX Events
Across our CX events in Amsterdam, New York City, and San Francisco, the message was clear: The organizations that thrive in the AI era won’t be the ones with the best AI; they will be the ones that put people first.
Blog
Get Ready For The GTM Singularity At Forrester’s B2B Forum EMEA
The ground is shifting beneath B2B go-to-market strategies — and the old rules no longer apply. At B2B Forum EMEA, learn how to navigate the GTM singularity and turn disruption into a catalyst for growth.
Blog
The CIO’s Responsibilities For AI Transformation Burst The Boundaries Of IT
The next generation of CIOs will be defined not by the systems they run, but by the business outcomes they help create. As AI reshapes organizations, technology leaders must bridge business and technology to guide investment decisions, orchestrate transformation, and ensure AI delivers value responsibly.
Blog
Announcing The Forrester Wave™: IT Financial Management Software, Q2 2026 — Turn Insight Into Decisive Action
If your IT financial management (ITFM) solution only explains where the money went, it’s already obsolete. CIOs need help deciding what to do next, not better reports. In the recently published The Forrester Wave™: IT Financial Management Software, Q2 2026, we see a clear shift from cost transparency to decisioning. The leading vendors are moving […]
Blog
What If AI Is Just Simply The Latest Tech Evolution, Nothing More?
AI's speed and scale may be unprecedented, but the leadership challenge is familiar. Organizations that stay focused on business design, cost discipline, and long-term adaptability will be better equipped to capture AI's value while avoiding the pitfalls of reactionary investment.
Blog
Customer Zero Programs Prove That AI Works When Humans Change
I’m thrilled to announce new research, Customer Zero Programs Are A New Trust Test For Autonomous Execution: Why “Prove You Can Run It” Has Become The Gating Factor. I’m passionate about “customer zero” programs because they embody the authentic experience of an innovator that survived contact with reality and, as a result, has earned the […]
Blog
Prime Day, June 2026: How Retailers Competed With Amazon
Learn how major retailers and brands competed with Amazon’s June 2026 Prime Day event.
Blog
Inclusive Design Is Automotive’s Overlooked Growth Opportunity
Automotive firms are under pressure to innovate while managing cost and complexity. Margins are tight. Customer expectations are shifting. Yet many OEMs still design for an “average” driver who no longer reflects reality. But when OEMs design for diverse needs, they unlock innovations that create better experiences for everyone — the curb-cut effect — and […]
Blog
B2B Social Media Influencers Have More Influence Than Ever
B2B marketers have engaged in influencer marketing for decades, working with journalists, analysts, experts, and others. What’s changed is that social media is now central to the buying journey.
Blog
Comcast Split Puts NBCUniversal In Play
Here we go again. Comcast announced today that it’s separating its NBCUniversal assets into a standalone, publicly traded entity, including Peacock, NBC, Telemundo, Universal Studios, theme parks, and Sky. The move splits content from connectivity and gives NBCUniversal the independence to invest, compete, and pursue deals in the rapidly consolidating streaming market. NBCUniversal Split Echoes […]
More posts