Age of the Customer
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Dell Tech World 2025: AI’s Model T Moment?
Find out why Dell’s founder believes this is AI’s “Model T moment” and that Dell is positioned to be the Ford of the AI era.
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M-Files Embeds Itself More Deeply Into The Microsoft Ecosystem
Find out how M-Files' deepening of its partnership with Microsoft will impact customers and the overall enterprise content management market.
What It Means: A Forrester Podcast
New format. New topics. Same trusted insights from Forrester analysts.
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What’s Hot For Enterprise Fraud Management In APAC In 2025
As AI-driven threats increase across the APAC region, so do enterprise fraud management technologies. Find out what fraud management professionals in APAC should pay attention to when evaluating solutions and vendors.
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Your Zero Trust Strategy Needs An Adversarial Perspective
As IT environments become more complex and alert fatigue grows, the solution isn't more controls. It's systematic testing through an attacker's lens. Find out how your Zero Trust strategy can benefit from this approach in this preview of a new report.
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What International Customers Should Know About Microsoft’s Sovereign Cloud Offerings
Given the increasingly volatile geopolitical environment, Microsoft customers are requesting more details on the company’s digital sovereignty posture. Consequently, Microsoft has now updated its sovereign cloud offerings to include details for: Sovereign Public Cloud, Sovereign Private Cloud, and National Partner Cloud. Find out what this means and how it may impact your strategy in this post.
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Parting Lessons From CX Summit North America To Help You Deliver The Total Experience
As another CX Summit North America draws to a close, it’s time to get to work. Use these takeaways to help you create your action plan for transforming the experiences you offer.
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Pause Innovation Now And Pay The Price Later: Why AI Readiness Can’t Wait
Even as volatility abounds, business and technology leaders must stay laser-focused on building a strong AI foundation. The first blog in our new quarterly Bold Stances series offers some guidance.
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Ask Again Later? No Thanks — The Future Of Customer Success Is Now
It’s no longer about customer happiness or satisfaction — it’s about anticipating needs, enabling value, and fostering long-term growth. Learn about the smarter, more strategic approaches CS teams should embrace.
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Six Ways That Prime Fuels Amazon’s Retail Growth
Forrester’s Jitender Miglani outlines the six investments that Amazon is making to enhance its retail offerings.
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US Banks’ Total Experience: Brand Promises Fall Short, And CX Is Declining
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score rankings for 25 US banks reveal that banks’ brand promises aren’t resonating and that CX has declined. So what’s going wrong, and which banks are getting it right? What Is Forrester’s […]
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The Future Of Healthcare Is In The Cloud
Cloud is transforming healthcare by enabling smarter, faster, and more secure care delivery — but challenges such as security, interoperability, and clinician burnout still demand bold innovation.
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US Health Insurers’ Total Experience Fails To Impress
Before diving into the highlights of this year’s study, The US Health Insurers Experience Metrics Rankings, 2025, let’s first set some context. Since 2016, Forrester has been tracking the quality of brands’ customer experience (CX), using the Customer Experience Index (CX Index™), which links customers’ perceptions of CX quality to loyalty. This year, we are […]
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AI Race: Can Huawei Close The AI Gap?
Huawei Just Raised The Stakes For those just tuning in, NVIDIA has been driving much of the AI infrastructure conversation. Huawei has been, not so loudly, building its own AI stack, right from the silicon to systems to AI models. CloudMatrix ups Huawei’s play in the market considerably. The CloudMatrix-Infer system is no ordinary cluster. […]
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Customer Experience Quality In The US Falls To An(other) All-Time Low
While persistent challenges plague CX in North America, EMEA offered some bright spots. Learn about this year’s Customer Experience Index (CX Index™) scores and the lessons they hold for brands.
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Telecom Costs Are Creeping Up — Here’s How To Push Back
Despite years of investment in optimization tools and network modernization, many firms are still seeing their telecom bills rise. Find out what's behind this uptick and how to manage it in this preview of a new report.
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AI, Assistants, And Analytics: What Stood Out At Cvent CONNECT 2025
I’ve just finished reviewing the product announcements from this year’s Cvent CONNECT, and there was a lot to digest. AI was the big story with the launch of CventIQ, a suite of integrated AI capabilities across the entire Cvent ecosystem. Rather than present Cvent IQ as a standalone product, the team looked at it through […]
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AppGen Is Here: Say Goodbye To Software Development As You Know It
Discover how AI-powered AppGen platforms are collapsing the SDLC, democratizing development, and disrupting the software industry.
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Geopolitical Volatility Puts Digital Sovereignty Center Stage
Mounting geopolitical pressures have made digital sovereignty an everyday talking point as organizations and individuals seek more autonomy from foreign government dependency and potential influence. Learn about new sovereign options and technology choices that will shape a new sovereign tech landscape in incremental steps over the next decade.
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Design Digital Experiences That Reflect Where And How Europeans Engage Today And In The Future
To meet rising customer expectations, organizations must ground their digital experience strategies in a data-driven understanding of their users.
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Redefine How You Measure Digital Experiences At CX Summit APAC
Mature firms relentlessly connect digital experience (DX) metrics to business and customer outcomes. More importantly, they follow a disciplined methodology to ensure that they are tracking the right DX metrics that lead to meaningful customer and business impacts.
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