Age of the Customer
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Rules Of The Road: What Flock’s 71% Misread Rate Teaches Us About Third-Party AI Risk
Roseville, California just provided a case study in what happens when organizations confuse “AI-powered” with “AI-verified.” A Business Insider investigation found that Flock Safety’s AI license plate readers misread plates in 71% of the alerts sent to Roseville police over two years, incorrectly flagging vehicles as stolen or linked to a felony. That number isn’t […]
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Streaming’s Next Battle Is For Customer Relationships
The SVOD (streaming video on demand) industry is abuzz about Netflix’s engagement trends and declining viewership between first and second seasons. Why? Because it points to a bigger market question: What keeps streaming consumers engaged when their hit show isn’t on? While original programming, sports rights, and other exclusive content draw consumers to a given […]
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Don’t Let Apple’s Siri AI Push Your Bank Behind The Glass
Apple’s new Siri AI is one of the biggest threats to the bank-customer relationship since mobile banking, and most banks are about to underestimate it. Siri AI inserts itself not into the payment, as Apple Pay did, but into the relationship, where trust, growth, and primacy are won or lost. Answering a customer’s money question […]
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Visa To Acquire Behavioral Biometrics Specialist BioCatch For $2.4 Billion
Visa announced its intent to acquire behavioral biometrics vendor BioCatch for $2.4 billion. BioCatch uses JavaScript on websites and its own SDKs built into mobile applications to continuously analyze signals (e.g., typing cadence, touchscreen gestures, mouse movements, hesitation, device handling) to detect identity theft at registration, account takeover, mule accounts, and scams before a payment […]
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Forrester’s 2026 Technology Award Winners For APAC
Technology leaders across Asia Pacific are under pressure to deliver more than just resilient systems and efficient operations. They are also expected to help their organizations grow, adapt, earn trust, and turn emerging technologies (especially AI) into measurable business value. Forrester’s Technology Awards recognize organizations that demonstrate how technology can become a true business catalyst. […]
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Stop Selling Code — Start Sending Assurance As A Service
Agentic software development is lowering the barrier to building applications, but it is also exposing a harder question for technology leaders: Who is accountable when AI-generated software becomes business-critical? My new report, Reinventing Software Development Services For The Age Of AI Coding, argues that software development service providers face an identity crisis as code production becomes […]
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Emotion Leads CX Quality Rebound In The US
After four years of decline, customer experience (CX) in the United States has finally ticked back upward. New findings from Forrester’s 2026 Customer Experience Index (CX Index™) reveal a modest but important improvement in overall CX quality, marking the first year-over-year increase since 2021. At the same time, the data shows that organizations still have […]
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What Optimizely Customer Zero Teaches About Agentic AI Governance
This is the story behind writing Customer Zero Case Study: Optimizely Shows AI Success Requires Operating Model Governance. When I Went Looking For Agentic Marketing, I Found A Constraint Early in my career, my dad handed me a copy of The Goal by Eliyahu Goldratt. The book introduced me to the theory of constraints: Improve […]
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How Adobe Adapted To ChatGPT And Gemini Reshaping B2B Buying
To me, the most interesting part of Adobe’s customer zero story is that when AI disrupted how buyers learn, Adobe couldn’t buy a solution because the solution didn’t exist yet. This is a story of marketing and technology leaders adapting an operating model under pressure and feeding those lessons back into products. At Adobe Summit, […]
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Forward-Deployed Engineers Are The Training Wheels For AI Reinvention
Deloitte named a forward-deployed engineering (FDE) practice back in December 2025. At the time, it read as a consulting rebrand with better vocabulary. Then, between May 4 and July 15 of this year, four technology providers committed roughly $9 billion to putting their own engineers inside their customers’ buildings. Anthropic opened with a $1.5 billion enterprise services venture alongside Blackstone, […]
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AI Agents Are Driving Measurable Value To CRM Operations
AI agents are delivering measurable business value to CRM operations by closing the gap between data, decision, execution, and results. In interviews with dozens of consultancies and customers, we found that AI agents in CRM: Increase productivity and lower the cost to serve. A public sector firm saves 90% in routine labor costs while processing […]
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What Large Enterprises Can Learn From The Department Of War’s $7 Billion Oracle Agreement
For years, enterprise software leaders focused on application transformation. Today, many are discovering that technology procurement may be the bigger obstacle to modernization. As organizations accelerate investments in AI, cloud platforms, enterprise applications, and cybersecurity, they often find themselves constrained by fragmented contracts, inconsistent licensing models, overlapping vendor agreements, and limited visibility into technology consumption. […]
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Sovereign AI Is About Control, Not Localization
As artificial intelligence moves from experimentation to enterprisewide deployment, sovereignty concerns now touch every layer of the AI stack. Organizations are no longer evaluating AI based solely on model performance, innovation speed, or cost. They are increasingly asking whether they can control how AI systems are built, governed, operated, and evolved. This shift is transforming […]
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Farnborough Airshow: Autonomy, AI, And Some Planes
Paul Miller discusses his physical AI and autonomy highlights from this year’s Farnborough International Airshow.
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AI Is Redefining BPO: Trends (Re-)Shaping The Industry
For years, business process outsourcing (BPO) ran on a familiar playbook: labor arbitrage, process standardization, and global delivery. That era is rapidly slipping into oblivion. Our latest research on the BPO market points to a deeper shift — AI isn’t just changing how efficiently providers deliver but how they create value, how clients consume services, […]
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Look Up: Your AI Voyage Depends On It
AI adoption is accelerating, but too many organizations remain focused on deployments and efficiencies rather than customer value. Learn why the most successful AI adopters build customer-focused strategies that drive trust, differentiation, and business outcomes.
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In The Age Of AI, Trust Is A Competitive Differentiator
Customers now navigate a world where they increasingly expect to be misled, manipulated, or deceived. That raises the stakes for every AI investment organizations make.
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Get In Pole Position: How Preference Marketing Builds A B2B Competitive Edge
At B2B Summit North America, Ian Bruce and Kelvin Gee shared a sobering truth: Most B2B teams are chasing deals they’ve already lost. The remedy is a preference marketing strategy. Learn what that entails and how to adopt it to pull ahead.
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Five Lessons From The Forrester Wave™: Conversational AI Platforms For Employee Services, Q3 2026
The AI market has finally come back around to the (correct) conclusion that people are important. Thank goodness. And on that note, The Forrester Wave™: Conversational AI Platforms For Employee Services, Q3 2026 (aka AI to help employees) is finally live! To put it bluntly, the market has progressed further than I thought possible since […]
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Why Interactive Experiences Accelerate CX Transformation Faster Than Training
Modern video games don’t make you read a manual before you start to play. They drop players into a simulated world, give them simple objectives, and let them learn by doing. Even board games take the same approach, with cut-down quick-start versions and even free downloadable content to hook you in. That same principle explains why interactive experiences often […]
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