Age of the Customer
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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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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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