Age of the Customer
Insights
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The FTC Rule Banning Noncompetes Is An EX Opportunity
Last week, the US Federal Trade Commission released a proposed final ruling banning employers from executing noncompete agreements for nearly all employees — excepting only “senior executives” — and requiring them to notify employees that they’re no longer bound by existing noncompetes. Forrester believes that this will have a significant impact on the people practices […]
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Is Your Strategy Failing You? Or Are You Failing Your Strategy?
The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how. When I advise Forrester’s clients on how to think about their customer experience […]
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Learn How Humans And AI Will Unite In The Future Of Work
This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.
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Don’t Let Google’s Cookie Commitment Issues Delay Better Advertising Experiences
Despite the delay, you still should move forward in improving your customers' advertising experiences. Here are steps to take now.
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When It Comes To Sales And Marketing Alignment, Data Needs To Come Before People
Perfecting the execution of a complex system requires data to enable revenue teams to deliver the best results on every deal.
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Designing B2B Operating Models For Customer-Obsessed Growth
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
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.
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Latest Proposed Federal Privacy Law Faces Favorable Winds
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.
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What’s Lurking In Your Sales Culture?
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
Sales managers now have the visibility needed to coach sellers beyond the basics.
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Adtech Is Losing The Plot On Made-For-Arbitrage (MFA) Sites
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
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.
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Balancing Personalization & Optimization In Commerce Search
Learn how to balance customer expectations and business needs with commerce search.
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Don’t Get Canceled: How To Overcome GenAI Consumer Backlash
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.
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Wasm Today, AI Tomorrow: KubeCon Expands Its Reach
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.
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Five Key Insights Into Consumers’ Use Of Generative AI
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.
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Glassdoor’s Mishandling Of Customer Data Has Some Users Eyeing The Exits
The platforms' covert addition of users’ real names, jobs, and job titles to their previously anonymous profiles has sparked backlash and distrust.
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Cisco Live EMEA 2024: Yes, AI Was Everywhere, And So Was A Surprising Amount of Innovation
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.
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Can AI Improve Your Loyalty Program?
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
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Avoid Customer Dismay! Benchmark Your Store Fulfillment Initiatives.
Despite increased investment, businesses fall short of consumer fulfilment expectations for in-store order pickup. Analyst Lauren Cevallos explains what’s happening.
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