Age of the Customer
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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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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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