Age of the Customer
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SAP’s EU Settlement Shifts ERP Customer Leverage
On July 9, 2026, SAP reached a settlement with the European Commission that closes an antitrust investigation into SAP’s maintenance and support practices for on-premises ERP software. Importantly, this was resolved through binding commitments rather than a finding of wrongdoing or a financial penalty. However, customers should not mistake the absence of a fine for […]
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The Agentic AI Race: Why The Tortoise May Beat The Hare
If you remember the childhood story of The Tortoise and the Hare, you already understand more about the future of AI agents than you might think. Right now, the AI market looks like a field full of hares. SaaS agents from vendors like Microsoft, Salesforce, ServiceNow, SAP, and Google are sprinting ahead, racking up users, […]
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How Technology & Innovation Forum Central Turns Conversations Into Strategic Connections
Networking is more than a side benefit at Technology & Innovation Forum Central. Explore the programs, roundtables, and leadership communities designed to help technology leaders connect, learn, and grow alongside their peers.
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The Paramount-Warner Bros. Discovery Case Is Fighting Over The Wrong Market
This past Friday, I tuned in as the Paramount-Warner Bros. Discovery (WBD) merger moved from boardroom to courtroom. A coalition of 12 state attorneys general asked a federal judge to temporarily block the $110 billion transaction while their antitrust lawsuit proceeds, arguing that the merger shouldn’t be allowed to close before courts fully evaluate its […]
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What You Need To Know From Forrester’s Global Sovereignty Forecast, 2025 To 2030
In some countries, the debate around technological sovereignty has been framed as a race toward independence. Governments have invested billions in sovereign cloud initiatives, national AI programs, semiconductor manufacturing, and critical infrastructure under the implicit assumption that sovereignty means self-sufficiency. But that assumption is detached from reality.
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Meet Rick Geneva: Principal Analyst For Cloud-Native Development
After three decades in IT, I’m now watching the fifth major innovation cycle of my career: I’ve seen PC networking, internet/dotcom, enterprise integration and automation, cloud and mobile, and now AI. As this next era takes shape, becoming an analyst with Forrester felt like the logical next step. I’m moving from building products to helping […]
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The Technology Industry Is Stumbling Down The Path To Becoming A Proper Supply Chain
The technology industry has always been immature compared with the manufacturing, automotive, telecommunications, and oil and gas industries. In those industries, tier-one suppliers are deeply embedded in the operations of the end producer, tier-two suppliers are embedded in the operations of the tier-one suppliers, and so on. Boeing planes would fall out of the sky […]
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Use 2027 Budget Optimism To Drive An AI Reset
Budget optimism is rising as 2027 approaches — but more spend alone won’t improve outcomes. Use this moment to reset your AI investments. Prioritize the readiness, governance, and context required to make it truly work.
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Launching The Agentic Development Platforms Vendor Landscape, Q3 2026
Agentic development platforms (ADPs) move AI-enhanced development from experimentation to enterprise decision-making. As AI coding assistants evolve into platforms that can coordinate agents, manage context, and automate work across the software development lifecycle (SDLC), technology leaders need a clearer view of which vendors matter, how they differ, and where the market is heading. ADPs are […]
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AI Moves Marketing Measurement From Insights To Action
Even as more organizations adopt advanced measurement techniques, the perceived actionability of that measurement hasn’t kept pace. According to Forrester’s 2025 and 2026 global marketing surveys, adoption of marketing mix modeling and incrementality testing increased substantially year over year, but 49% of B2C marketing decision-makers in 2026 still say that analytics findings don’t translate into […]
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AI Helped IKEA Create €1.3 Billion In New Revenue (But Not How You Think)
For the past two years, many AI stories have followed the same script: Automate work, reduce headcount, and cut costs. IKEA chose a different path, and its results offer an important lesson for leaders navigating the AI era. Even though this story is years old, it holds key insight into grappling with the workforce impacts of AI. What Happened At IKEA? […]
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What Drives Journey Emotions? Introducing Forrester’s Journey Benchmarking Series
Customers can achieve the goal of their journey and still feel uncertain, frustrated, or less loyal afterward. Forrester launched an annual journey benchmarking study to understand what makes journeys so valuable to customers that they reward the brand with their positive emotions and loyalty. The study examines what drives customer perceptions of value across different […]
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Your Journey Surveys Overestimate NPS
Net Promoter Score℠ (NPS) results from post-journey surveys most likely overstate customer loyalty, because most surveys include only customers who complete their journey and surveys are sent before customers know whether what they did worked. NPS Differs Vastly Depending On Goal Achievement And Confidence In Forrester’s annual journey benchmarking study, we found that goal achievement made a big difference in […]
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Divestitures: You Just Sold A Load-Bearing Wall …
I’m Joe Schiavone. We’ve spent a few posts on inheriting a strategy that wasn’t built to bend and on a deal landing on a plane that’s still in the air. Today I want to flip the camera to the side of M&A nobody writes about, one I’ve lived. I’m talking about the sell-side here, the carve-out, that […]
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Five Ways To Build Alignment Faster As A Team At Technology & Innovation Forum East
AI success depends on more than ideas — it depends on alignment. Discover five ways Technology & Innovation Forum East helps technology, architecture, data, and operations leaders build shared understanding, surface trade-offs faster, and turn AI ambitions into action.
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Five Ways To Build Alignment Faster As A Team At Technology & Innovation Forum Central
The fastest way to accelerate AI execution is to align the people responsible for making it happen. Discover five ways Technology & Innovation Forum Central helps technology, architecture, data, and operations leaders build shared understanding, navigate trade-offs, and move from AI experimentation to business outcomes.
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AI Will Redefine B2B Marketing Models — Get Ahead Of The Shift At AI Forum Singapore
Buyer behavior is changing faster than most go-to-market models can adapt. At AI Forum Singapore, learn how to align strategy, execution, and AI adoption to compete in a world of autonomous buyers.
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HPE Discover 2026: The Juniper Effect Comes Into Focus
If you tuned into HPE Discover 2026, either remotely or from the show floor in Las Vegas, one message came through loud and clear: AI is forcing a rethink of networking, data centers, and infrastructure. Unlike vendors positioning themselves primarily as software or cloud companies, HPE is leaning heavily into its heritage — the company […]
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From Watchdog To Working Dog: Datadog And The Expanding Control Layer
IT Control Plane Implications Of DASH by Datadog 2026 A couple weeks ago, I went to New York, where DASH by Datadog was held at the Javits Center. My main takeaway: I need to expand my sense of where an IT management platform can come from. For some years, I have argued that two dominant […]
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Your Guide To Austin For Technology & Innovation Forum Central
Heading to Technology & Innovation Forum Central in Austin? Discover coffee shops, restaurants, cultural attractions, and local experiences near the JW Marriott that can help you recharge, connect with peers, and make the most of your time at the event.
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