Age of the Customer
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The Future Of GenAI For Visual Content
Over the past few months, my colleagues Jay Pattisall, Indranil Bandyopadhyay, and I interviewed dozens of executives to understand the future of genAI for visual content, one of Forrester’s Top 10 emerging technologies. Forrester defines genAI for visual content as: Advanced AI systems that generate, modify, or enhance images, videos, and 3D motion graphics by […]
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Trust, Transparency, and Tech: A Trifecta To Reimagine Healthcare CX
Today’s healthcare consumers are more connected, informed, and empowered than ever — and they expect their healthcare experiences to keep pace. They demand experiences that are assistive, anticipatory, and agentic. They want to control their health journeys by owning their data, making informed decisions, and engaging in interactions that feel like conversations — not transactions. […]
What It Means: A Forrester Podcast
New format. New topics. Same trusted insights from Forrester analysts.
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Personalization Makes Every Postsale Journey Your B2B Customers’ Own
We have such high hopes for customers, don’t we? They’ll breeze through onboarding like champions. Collaborate on a success plan with a level of excitement appropriate to the new season of “The Pitt.” Explore every feature, deploy every asset, exceed all expectations, and attain ROI in record time. That would be wonderful, but perfection is […]
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Unily Looks To The Future: Highlights From Unily Unite 2025
Unily Unite, held in Nashville October 7–8, once again featured compelling keynotes and breakout sessions for internal communication professionals, technical decision-makers, and digital workplace leaders. New CEO Lokdeep Singh unveiled Unily Futures, the next evolution of its platform. Unily Futures is an AI-native employee experience platform that will initially launch with two new capabilities. These include: […]
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Are You Running Consumer Personalization Programs? We’d Like To Hear From You!
Consumers are increasingly skeptical of personalized interactions, yet marketers see them as vital to success. Our latest research explores how B2C organizations are designing personalization programs that balance customer needs with internal strategy, data, and technology. If you’re involved in personalization efforts, we invite you to share your insights.
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From Scattered Tools To Strategic Systems — Three Themes From The Forrester Wave™: Customer Success Platforms, Q4 2025
The charter for customer success has changed. It’s no longer about “customer happiness" and retention; it’s about driving measurable customer value, commercial impact, and operational scale. Learn how the latest CS platforms unify data and and leverage AI in this preview of our new Wave report on customer success platforms.
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Announcing Our Top 10 Cloud Trends For 2025
Cloud used to be a sleepy space but not anymore. Today, the top cloud trends are the top business trends. Learn three of the top 10 cloud trends for 2025 in this preview of a new report.
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CISOs: Change The Way You Develop Cybersecurity Talent — Now
What began as a collection of free or low-cost courses and labs for individual job seekers has transformed into a cornerstone of the cybersecurity training and experience ecosystem. CS&T platforms now play a critical role in continuous learning, professional development, and operational readiness — and they deserve a place in your budget and program.
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Featured CX Executive: Suzie Dieth, Vice President Of Customer Experience And Insights At NRG
Suzie Dieth, vice president of customer experience and insights at NRG, discusses how redefining CX is essential to supporting the company’s growth as a smart-home energy provider. In this CX executive series installment, she shares her vision for 2025 and beyond.
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Predictions 2026: AI Moves From Hype To Hard Hat Work
In 2026, AI will trade its tiara for a hard hat as enterprises prioritize AI function over flair. This year’s AI predictions emphasize the importance of investing in areas such as training and governance while evaluating the ROI of AI more closely.
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Predictions 2026: Europe’s Push For Simplification And Sovereignty Won’t Dislodge US Tech Dominance
Despite a desire to reduce dependencies on non-European firms, a break from the tech giants will be impractical in the near term. Learn what else we foresee for Europe in the year ahead.
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Predictions 2026: Tech Leadership Will Be Wild — Bring Your Surfboard, Your Calculator, And Maybe A Clone
Technology leaders are about to face a year that’s part roller coaster, part chess match, and part improv comedy. Get a jump on planning with our 2026 predictions for tech leaders.
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B2B Sellers Need A Fight Song To Address Buying Mayhem
To the sellers whose jobs have been complicated by buying shifts and, now, AI: This song is for you.
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Unstructured Data: Your Rocket Fuel For GenAI
Most B2C leaders are captivated by developing the newest generative AI tools or agentic solutions. But since AI models are only as good as the data they learn from, the real differentiator lies in the inputs — specifically, unstructured data. GenAI thrives on the messy stuff — images, video, speech, behavioral signals — and it’s […]
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Have CX Programs Lost The Plot? The Risky Game Of Survey Score Inflation
The Misguided Pursuit Of Metrics Customer experience (CX) programs were designed to uncover insights, drive improvements, and enhance outcomes for customers while fueling business performance. Yet many have veered off course. Instead of improving experiences, they’ve become fixated on maximizing survey scores, mistaking metrics for meaning. Survey scores are not like other business metrics. They […]
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AI Powers A New Computing Ecosystem
There’s a new AI computing stack forming to deliver AI-native experiences. Learn the five layers of that stack and how they combine to optimize AI workloads.
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What To Expect At KubeCon North America 2025
Kubernetes is evolving from a cloud-native foundation to an AI-native enabler. Get a preview of what to expect at the upcoming KubeCon + CloudNativeCon North America 2025 event in Atlanta on November 10–13.
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Why Culture Change Is Messy, Meaningful, And Human
CX leaders often fall into the trap of searching for a “big bang” solution, but real change often happens in micromoments. In our latest episode of the CX Cast, we unpack why culture change is so hard and why it matters now more than ever.
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Inside An E-Commerce Giant’s Threat Intelligence Strategy
My recent conversation with Coupang’s head of global hunting, oversight, and strategic triage revealed insights and takeaways that APAC CISOs can put to work.
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Global Cybersecurity Spending To Exceed $300B By 2029
Despite the ongoing macroeconomic uncertainty in 2025, cybersecurity spending will rise by 13.1% this year to $174.8 billion, driven by ongoing concerns around cyberattacks and the need to secure new cloud-based deployments. Find out more in our cybersecurity spending forecast.
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