Age of the Customer
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Enterprise Content Moves From Tools To Systems: Adobe Summit Takeaways
Enterprise content leaders are under pressure on three fronts. They need faster time to activation as buyer behavior outpaces traditional campaign cycles. They need greater scale as content volumes rise across channels, formats, geographies, refresh cycles, and personalization needs. And most importantly, they need stronger returns. Improving relevance for priority audiences and increasing share of […]
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Canva Recasts Itself As An AI Platform For Enterprise Work
For years, Canva’s advantage was accessibility. It made design easier, faster, and available to more people. At its recent Canva Create 2026, the big story was a deliberate repositioning: Canva aims to evolve from a design platform with AI tools into an AI platform with design tools. That changes how buyers should evaluate Canva. For […]
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WBD Shareholders Say Yes
Warner Bros. Discovery (WBD) shareholders voted today to approve Paramount’s all‑cash acquisition of the company, clearing an important hurdle for one of the biggest media consolidation plays in decades. But this particular procedural hurdle was a notably low one. Why? The shareholder vote was never seen as the hardest part. With board and proxy advisor […]
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CPQ Vendors Face A New Test: Handling Real-World Complexity
The Configure, Price, Quote Solutions Landscape, Q2 2026, reveals a new battleground where vendors differentiate by managing real-world complexity. Vendors compete on industry focus, interoperable architectures, and AI embedded directly into execution. Sales and revenue operations leaders must prioritize solution fit, governance, and scalability to support omnichannel growth and automate execution with confidence.
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Roadmaps: Preparing To Self-Destruct In Three, Two, One …
I’m Joe Schiavone. I am a principal analyst here at Forrester. My experience has afforded me the opportunity to learn from some amazing leaders while developing my own style along the way. I have been leading tech for global organizations from PE-backed and startups to large global companies. My comparative advantage, and what has led […]
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How CX Leaders Build Resilience In A Volatile World
Back in the dim and distant past, when I ran an enterprise architecture team, we spent months building immaculate diagrams that were technically correct, logically coherent, beautifully presented — and largely irrelevant. Why? Because they sat on a shared drive and no one used them. CX teams are repeating the same mistake; only the artifacts […]
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How AI Is Rearchitecting Lending
Lending Is Reaching An Inflection Point More than 80% of financial services (FS) AI decision‑makers plan to increase investments in both predictive AI and generative AI (genAI), with most firms expecting double‑digit growth. The immediate focus for the majority of FS leaders remains pragmatic: scaling origination, reducing friction caused by handoffs, and improving risk control. […]
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Today’s Regulatory Intelligence Solutions Replace Drudgery With Confidence
Over the past five years, security and risk (S&R) professionals have experienced a flood of new cybersecurity regulations, with 170 countries now boasting cybersecurity and data protection laws. Leaders are left to decide which regulations apply, identify gaps, and implement controls — an onerous task as regulatory volume and the pace of change accelerate. Manual […]
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Why Uncertainty Changes How IT Must Reason
A Conversation With Murray Cantor (Part Two) In part one, Murray Cantor reframed technical debt as economic liability and argued that uncertainty is not an annoyance to be minimized but the core feature of IT investment. Once you accept that premise, a deeper question emerges: How should organizations reason — and decide — under uncertainty? […]
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Top Agentic AI Use Cases For AP Automation In 2026
For years, accounts payable (AP) automation focused on efficiency gains at the margins: faster invoice capture, fewer manual touches, and better dashboards. While important, these incremental improvements did not change how AP operates. That dynamic is shifting. Our latest report, Top Agentic AI Use Cases For AP Automation In 2026, shows that agentic AI, defined […]
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Tim Cook To Step Down As Apple’s CEO
Apple has announced that John Ternus, senior vice president of Hardware Engineering, will become Apple’s next CEO, effective on September 1, 2026. Tim Cook will step down from his current role and become executive chairman of Apple’s board of directors, marking the end of a distinguished career leading one of the world’s most beloved and […]
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The Iran War Will Change How Consumers Spend
While we are in the early days relative to long-standing conflicts that shape behavior, here are four shifts that are safe to expect.
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Guest Speakers Reveal Where AI Belongs In CX — And How Leaders Protect Trust
AI is reshaping CX faster than most teams can govern it — forcing leaders to get clear on where AI belongs and what stays human. At CX Forum West, guest speakers from Nationwide, Schwab Advisor Services, UKG, PetSmart, Ancestry, Together Credit Union, and AppFolio share how they’re addressing these challenges across agentic AI, design workflows, self‑service, and CX leadership.
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Beyond Chatbots: Designing Conversational Banking Experiences That Scale
Learn how banks can scale conversational experiences at CX Summit EMEA 2026.
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What The History Of Ad Agencies Tells Us About CMO Power: Order-Takers To Strategic Partners — And Back Again
A Love Story Older Than Television The tension between CMOs and advertising agencies didn’t start with AI, procurement, or any media disruption. And history makes one thing clear: Agencies only gain power when CMOs don’t — or can’t — fully exercise theirs. It’s embedded in the very origin of the advertising agency itself. To understand […]
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Consumers Put A WBD-Paramount Merger On Probation
Following a dramatic and politically charged bidding process, Warner Bros. Discovery’s proposed acquisition of Paramount has entered its most consequential phase. On April 23, WBD shareholders will vote on whether to approve the deal — a decision that would further concentrate market power across film, TV, streaming, and news. At stake is the future of […]
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Physical AI Matters More Than Humanoid Robots
Paul Miller and Charlie Dai discuss the importance of physical AI to robots, autonomous vehicles, and other types of physical automation in their new Forrester research report.
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Turn AI Distrust Into Customer Trust — And Win The CX Future
Consumer use of AI is growing, yet their trust in it remains low. That gives organizations a unique opportunity.
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AI Search Will Crack The Foundation Of B2B Marketing’s Accountability Model
B2B marketers have long relied on engagement metrics to demonstrate marketing’s value. AI is making this practice untenable.
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Americans Feel Miserable. Why Do They Keep Spending?
Consumer confidence languishes near historic lows, surveys drip with despair, and media narratives fixate on fragility. And yet, consumers open their wallets, and corporate profits roll in. This is not a passing contradiction. It is the defining paradox of today’s “pessimism economy.” Our new research — Down But Not Out: Growth Strategies For The Pessimism […]
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