Age of the Customer
Insights
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Amazon Ads unBoxed 2026: Amazon Makes Its Pitch For Outcome-Based Advertising
Agentic commerce and agentic advertising were on full display at Amazon Ads unBoxed 2026. Amazon demonstrated how predictive, generative, and agentic AI can take on the work of helping consumers decide what to buy and helping advertisers turn business objectives into media outcomes. Over the course of the event, we heard directly from Amazon’s leaders […]
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GitHub Universe 2026: Lowering The Floor And Raising The Ceiling
At GitHub Universe this year, the company made it clear that it’s trying to reach two types of developers: those who have never worked with GitHub before (“the floor”) and those already familiar with its products (“the ceiling”). The overall strategy? Lower the floor so that everyone can develop using GitHub, and raise the ceiling […]
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Oracle AI World 2026: AI Moves From Insight To Action
Enterprise AI is gaining the context and authority to do real work, not just generate answers. As autonomy grows, CIOs must balance business value with governance, portability, and control.
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Oracle AI World 2026: Agentic AI Is Rewriting The Rules Of Database Security
At Oracle AI World 2026 in Las Vegas, autonomous AI agents, intelligent applications, and enterprise transformation dominated the conversation. Yet one topic stood out: the growing importance of database security as AI reshapes enterprise risks. AI is accelerating cyberattacks while introducing new risks within enterprise systems. Autonomous agents can access sensitive information, generate SQL, invoke […]
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Is Net Promoter Score℠ Still The Best CX Beacon Metric?
Maybe … if Net Promoter Score℠ (NPS) earns a “yes” on each of these five questions: Does it align with your business goals? Does it help improve CX? Will customers accept it? Will stakeholders embrace it? And is it practical to use, including for benchmarking? That seems like a lot to ask, but unless you […]
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What Are Best-Practice CX Metrics?
“Best-practice” CX metrics can lead you in the wrong direction. Discover a better approach to choosing metrics that show whether your customer experience is actually improving.
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CVS Health’s Split Signals A Reckoning For Healthcare Megabrands
Apparently, the US midterm elections are not all that happened yesterday in terms of big news: CVS has announced that it’s officially breaking up — and this time, it means it. CVS will split retail pharmacies from PBM operations and insurance CVS Health plans to break up its $117 billion business, separating its retail pharmacies […]
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SAP TechEd 2026: All In On AI
“Build AI that knows your business” is a tagline that SAP uses in its online collateral, and AI tooling with business context sits at the core of several announcements SAP made at TechEd 2026 in Berlin on October 27–29. We came away with the impression that SAP’s most powerful differentiators are at risk of being […]
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Resilience Pros! Answer Our Questions To Get A Report
Each year, Forrester and the Disaster Recovery Journal (DRJ) team up to launch a study examining resilience. We survey people on different topics in resilience such as disaster recovery, but this time, the focus is solely on business resilience, including business continuity and operational resilience. No matter whether your program’s goals are to create business […]
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Cresta Fills An Important Gap In Salesforce’s Customer Service AI Story
Salesforce has agreed to acquire Cresta, adding voice agents, real-time agent assistance, and conversation intelligence to its customer service portfolio. Salesforce already owns much of the customer context and many of the systems where customer service work gets done. What it lacked was a credible conversation intelligence offering to understand what happens within those interactions […]
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AI Capacity Scarcity Shifts The Goals Of FinOps
AI capacity is the new FinOps challenge. Learn why securing and governing scarce AI infrastructure is becoming a business priority.
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Scaling Agentic AI Globally: Tencent Connects Experience, Engineering, And Ecosystem
At last year’s Tencent Cloud International Summit, we described Tencent’s strategy as a tale of two engines: AI as the intelligent engine and globalization as the expansion engine. A year later, those engines remain important, but they are becoming more closely connected. Agentic AI is moving from models and experiments into the everyday environments where […]
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AI Browsers Are A Successful Failure
AI browsers, such as Perplexity’s Comet and OpenAI’s (already sunsetted) Atlas, promised to reinvent how consumers navigate the internet, yet these dedicated AI browsers have struggled to achieve mainstream adoption. Forrester’s July 2026 survey of its ConsumerVoices Market Research Online Community found that only 8% of respondents use AI browsers often while 61% never use […]
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Predictions 2027: Cloud’s AI Race Gets Messier
AI is reshaping the cloud market as providers face intensifying global competition, industry consolidation, and growing infrastructure constraints. In 2027, cloud leaders will need to balance rapid innovation with portability, resilience, and cost discipline.
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Meet The AI Chief Digital Officer: Chief Value Orchestrator
If the first chapter of the AI era was about proving that the technology works, then the second was about understanding and managing its risks. The third (emerging) era will be won by leaders who know where AI belongs, where humans matter most, and how to orchestrate both into measurable growth. Stop Asking “Can We?” […]
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Stop Choosing Between Running And Transforming The Business
Organizations don’t have to choose between running today’s business and transforming it for tomorrow. The real challenge is designing an operating model that enables both. Learn why clear ownership, decision rights, standardization, and planning are becoming essential to scaling AI and creating a repeatable capability for change.
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Finacle Conclave 2026: Composing The AI-Native Bank
Learn key lessons from Finacle Conclave 2026 on building an AI-native bank through composability, modernization, and process redesign.
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“It Wasn’t Me” Is Not An AI Risk Management Strategy
I never expected Shaggy to show up in a law firm’s analysis of AI risk, yet here we are. Shaggy’s memorable defense was “it wasn’t me.” Meta is giving it a contractual upgrade: It was our technology, but it’s your responsibility. The update to Meta’s commercial terms puts broad responsibility for its AI features and […]
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Predictions 2027: The Seedlings Of Disruptive Payments Innovation Take Root
2027 will be a make-or-break year, with success hinging on trust and control in an increasingly open payments ecosystem. Explore a few of the ways that this will play out.
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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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