Age of the Customer
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Are You Prioritizing The Right Customer Journey Improvements?
Actually, many CX leaders risk investing where it doesn’t earn loyalty. That’s because traditional prioritization of journey drivers ignores that customers don’t stay loyal because you’re doing well. They stay loyal when you are doing better than competitors in the things that matter. This blog is part of a series how customer journeys drive loyalty […]
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Is Journey Completion Enough To Drive Loyalty?
You might assume that customers completing a journey equals success. But our data shows that’s not true. When customers complete their journey but are uncertain whether what they did worked, it undermines loyalty. This blog is part of a series how customer journeys drive loyalty (scroll to the end for all resources). Customers’ Uncertainty On […]
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Does The Peak-End-Rule Apply To Customer Journeys?
Yes. Customers, whose journeys end on a high and customers whose journeys include a positive surprise are more loyal. This blog is part of a series how customer journeys drive loyalty (scroll to the end for all resources). Our Data Confirms The Peak-End-Rule For Customer Journeys The peak-end-rule states that people judge their experience as […]
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Do You Improve What Matters To Loyalty In Customer Journeys?
Probably not. Loyalty is shaped by a handful of journey dynamics that most CX teams neither measure nor actively manage. This blog is part of a series how customer journeys drive loyalty (scroll to the end for all resources). Five Journey Practices That Strengthen Customer Loyalty To identify what drives loyalty, we examined 29 journeys […]
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UiPath Fusion 2026: Why Adaptive Process Orchestration And Autonomous Testing Matter For Enterprise AI
Why UiPath’s Strategy Aligns With Enterprise AI Adoption At this year’s UiPath Fusion event, we saw a clear shift in how automation vendors are positioning AI. Rather than promoting AI-first visions, UiPath emphasized trust, governance, and integration with existing automation investments. Based on the announcements and roadmap discussions, we believe UiPath’s strategy is well aligned […]
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Global Manufacturing’s Software-Led Reset: From Cost Advantage To Adaptive Manufacturing
We’ve been working on a technology investment forecast for global manufacturing with our colleague Paul Miller. For decades, manufacturers used to compete through scale, labor arbitrage, and optimized global production networks. But tariffs, geopolitical fragmentation, workforce shortages, volatile energy prices, and rising customer expectations are now forcing them to rethink value creation. Software-defined manufacturing, industrial […]
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The Paramount-WBD Deal Closes Today — Now What?
Step aside Disney-21st Century Fox, the biggest takeover in Hollywood history closes today (Tuesday, October 6). After 13 months of “will they or won’t they” boardroom and courtroom drama, the conclusion to the Paramount-Warner Bros. Discovery merger saga follows last week’s antitrust settlement approval. The newly beefed-up Skydance parent company will own dozens of media […]
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Choosing A Workday Services Partner? Evaluate The Firm And The People
Choosing a Workday partner requires evaluating both provider capabilities and delivery team quality. Learn how to reduce risk and improve outcomes.
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Unily Unite 26: The Launch Of Content Studio, An AI-Powered “Creative Engine For Enterprise Content”
Unily’s Unite 26 was held in London on September 29 and 30, bringing together digital workplace leaders representing internal communications, IT, and HR. In the opening keynote, Unily CEO Lokdeep Singh announced the launch of Content Studio. Described as a “creative engine for enterprise content,” this new standalone offering is intended to help organizations turn […]
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Meta, Amazon, And The Real Question About Agentic Commerce
Recent media reports have highlighted Amazon’s decision to block Meta’s Muse AI agent from making purchases on its marketplace. Muse has quickly gained attention for its ability to research products, complete tasks, and shop on behalf of consumers, while Amazon appears focused on maintaining direct control of the customer relationship and checkout experience. Retailers Should […]
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There’s A Consumer AI Trust Gap In Financial Services, But The Solution Is Surprisingly Simple
Today, as a society, we agree on little: Politics. Climate. Health. Whether a hot dog is a sandwich. But one topic is bringing us back together: artificial intelligence! According to Forrester’s Consumer Benchmark Survey, 2026, nearly nine in 10 online adults in the US and the UK have at least heard about AI, but ubiquitous […]
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To Prepare For The Future Of Owned Search, Take Our ADVICE
Forrester’s ADVICE framework guides merchants to optimize content for discoverability in their owned environment — i.e., their sites and apps. Learn what to do.
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Conversational Commerce Moves Closer To Mainstream Reality
Recent moves from major players in the market are embedding both commerce and conversation into more experiences — learn more.
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The AI Doomsday Circus: Don’t “Step Right Up!”
Don’t let AI doomsday headlines dictate your strategy. Stay grounded in what’s real, manage the risks you can control, and focus on the investments most likely to create new value.
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Predictions 2027: Europe Wants Control But Can’t Pull The Plug
The debate over digital sovereignty is entering a new phase. In 2027, European leaders will move beyond ambition to action, making pragmatic decisions about what to localize, what to protect, and where global dependencies still make strategic sense.
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Localization Affects Your Business — Do You Choose To See It?
“Reality doesn’t care what you think.” Localization shapes experiences that most business leaders can’t personally evaluate and rarely examine closely, but whether you see the business impact or not, it’s there. Have you ever tried navigating a website in a language where you have only partial familiarity or in a country where things work differently? […]
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Why The Security Singularity Demands A Team Response
The future of security depends less on isolated expertise and more on coordinated action. Explore how Security & Risk Forum brings teams together to address the interconnected challenges shaping trust, risk, and resilience in the age of AI.
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AI Won’t Fix Healthcare Until Leaders Redesign The Work
Healthcare has a history of using technology to do a heroic amount of work. Electronic health records (EHRs) were supposed to centralize patient data; patient portals were supposed to simplify access; automation was supposed to make operations hum: Much of that didn’t happen — at least, not as neatly as demos promised. And now AI […]
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When Construction Work Grounds Flights: Is Your Network A Cost Center Or A Business-Critical Asset?
On September 21, a fiber outage supporting US air traffic control operations caused significant disruptions across major East Coast airports when the primary communications circuit failed and the designated backup circuit was found to have been previously damaged by construction activity. The incident exposed how a seemingly localized network failure can quickly cascade into broad […]
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Infosys Americas Confluence 2026: An AI Transformation Trip Report
We attended Infosys’ Confluence event in Washington, DC at the historic Omni Shoreham Hotel, the hotel the Beatles stayed in before their first live US performance. John Lennon’s handwritten setlist hangs in the lobby (see the pic below). Over the course of two days, we met with Infosys and enterprise leaders talking about AI transformation. […]
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