Age of the Customer

Insights

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Designing B2B Operating Models for Customer-Obsessed Growth

Laura Cross 7 mins ago
Operating models optimize organizations to drive value in dynamic B2B markets. Forrester's High-Performance Operating Model Framework helps align all aspects of the organization to deliver customer value and prioritize decision-making.
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Solve The AI Trust Dilemma At CX Summit EMEA

Enza Iannopollo 10 hours ago
As organizations increasingly invest in genAI capabilities and consumer-facing use cases, they need to consider consumer trust. Learn how to foster trust in this CX Summit EMEA keynote preview.
Blog

Latest Proposed Federal Privacy Law Faces Favorable Winds

Stephanie Liu 1 day ago
Though the American Privacy Rights Act faces an uphill road, there are clear signs of progress on the consumer privacy front. Learn about the bill and what marketers can expect.
Blog

GenAI beschleunigt die Transformation Ihres agilen Wissensmanagements

Julie Mohr 1 day ago
Mit der Weiterentwicklung der Technologie entwickelt sich auch die Zukunft des Betriebs weiter. Fortschritte in der Verarbeitung natürlicher Sprache und Deep Learning werden KI-gesteuerte Abläufe und agiles Wissensmanagement noch intuitiver und menschenähnlicher machen.
Blog

What’s Lurking In Your Sales Culture?

Peter Ostrow April 16, 2024
Toxicity lives on in some sales cultures — and where it does, it impedes growth and success. Learn what’s needed to overcome it in this B2B Summit North America session preview.
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It’s Time For Sales Leaders To Coach Sellers Like Athletes

Seth Marrs April 15, 2024
Sales managers now have the visibility needed to coach sellers beyond the basics.
Blog

Adtech Is Losing The Plot On Made-For-Arbitrage (MFA) Sites

Mo Allibhai April 10, 2024
Last week, Forbes was accused of misleading major advertisers with a spoof of its own website – www3.forbes.com. The company created the site in 2017 as a subdomain, stretched its own content to fit more ad formats (e.g., turning 700-word articles into 34 slides), and sold advertising on this made-for-arbitrage (MFA) site to brands that […]
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Announcing The Winners Of Forrester’s Coveted B2B Return On Integration Honors For North America

Cristina De Martini April 4, 2024
These three companies have transformed their businesses to maximize customer value and relentlessly drive internal alignment. Get a preview of the success stories they will share at B2B Summit North America in May.
Blog

Balancing Personalization & Optimization In Commerce Search

Emily Pfeiffer April 2, 2024
Learn how to balance customer expectations and business needs with commerce search.
Blog

Don’t Get Canceled: How To Overcome GenAI Consumer Backlash

Audrey Chee-Read April 2, 2024
As AI awareness increases, consumers assume a default posture of distrust. This year’s CX Summit North America will reveal practices that brands can use to protect themselves while advancing their genAI strategy.
Blog

Wasm Today, AI Tomorrow: KubeCon Expands Its Reach

Devin Dickerson March 28, 2024
GenAI, WebAssembly (Wasm), and cloud sustainability were big topics at KubeCon Europe 2024. Read our three key takeaways from the event as well as three recommended next steps in this review.
Blog

Five Key Insights Into Consumers’ Use Of Generative AI

Thomas Husson March 28, 2024
As is often the case with new technology that promises to change the world, consumer use of generative AI has raised some questions and concerns. Learn five of the key trends we see emerging around the consumer use of generative AI in this preview of a new report.
Blog

Glassdoor’s Mishandling Of Customer Data Has Some Users Eyeing The Exits

Stephanie Liu March 26, 2024
The platforms' covert addition of users’ real names, jobs, and job titles to their previously anonymous profiles has sparked backlash and distrust.
Blog

Cisco Live EMEA 2024: Yes, AI Was Everywhere, And So Was A Surprising Amount of Innovation

Madelein van der Hout March 26, 2024
Cisco Live EMEA 2024 was a different event than past years and provided some pleasant surprises. Read our key takeaways from the event based on presentations and personal interactions with some Cisco executives.
Blog

Can AI Improve Your Loyalty Program?

Mary Pilecki March 26, 2024
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
Blog

Avoid Customer Dismay! Benchmark Your Store Fulfillment Initiatives.

Lauren Cevallos March 26, 2024
Despite increased investment, businesses fall short of consumer fulfilment expectations for in-store order pickup. Analyst Lauren Cevallos explains what’s happening.
Blog

Younger Generations Are Shaking Up B2B Buying — Are You Prepared?

Amy Hayes March 25, 2024
Millennials and Gen Zers now comprise nearly three-quarters of B2B buyers. To succeed, B2B marketing, sales, and product teams must understand these buyers’ preferences.
Blog

The Justice Department Accuses Apple Of Smartphone Monopoly

Dipanjan Chatterjee March 21, 2024
Apple is being accused of smartphone monopoly but its "walled garden" principles have helped build brand devotion and customer loyalty. Learn more about this complex situation in this blog.
Blog

Key Learnings From The First-Ever Forrester Wave™ On Security Service Edge Solutions

David Holmes March 21, 2024
Get a preview of Forrester's first-ever Wave for Security Service Edge Solutions evaluating the 11 most important vendors in this space.
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Leverage Your Data For Stellar Commerce Search Experiences

Emily Pfeiffer March 21, 2024
Most US online adults use the search (not menu) function on a site to find products. Learn how quality data powers commerce search experiences.
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