Age of the Customer
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Announcing Forrester’s 2026 Security & Risk Enterprise Leadership Award
Have a great story about leveraging security, privacy, and risk management to drive trust, resilience, and responsible innovation? We'd love to hear from you.
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A Peek Behind The CX Forum Curtain: Five Questions With Host Rick Parrish
Rick Parrish, Forrester research director and CX Forum emcee, gives us a preview of what to expect this year and shares what he’s most excited about.
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From My Work With CX Leaders: Three Shifts Defining 2026
If you think CX is fading, you’re looking in the wrong places. I work with customer experience (CX) executives across top financial services firms in North America – and what I see lately is a function getting sharper, more accountable, and more embedded in the business. Here are three shifts that stand out so far […]
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Celonis Buys Ikigai Labs To Provide The Context Engine For Enterprisewide AI Adoption
Celonis just announced its intention to acquire Ikigai Labs, a San Francisco-based startup focusing on AI-powered decision intelligence. Ikigai Labs specializes in software for complex forecasting scenarios based on large graphical models, working closely also with the Massachusetts Institute of Technology (MIT). This acquisition will bring together Celonis’ process intelligence graph technology with Ikigai Labs’ […]
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The Team Advantage At CX Forum West: Learn Faster, Align Better, Execute Sooner
Shared learning increases the odds of alignment and follow-through. Discover how CX Forum West brings CX, B2C marketing, and digital teams together to translate insights into priorities and accelerate execution.
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The Team Advantage At CX Forum East: Learn Faster, Align Better, Execute Sooner
Time away from the office is challenging. Learn how CX Forum East helps teams return aligned, decisive, and ready to execute their CX strategy faster.
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Anthropic Raises The Stakes For Digital Wealth Management Platform Vendors
Anthropic’s latest move — agent templates for various finance and client coverage functions — is part of a broader trend toward more intelligent, largely autonomous, and context-aware multiagent systems that are redefining the financial services industry’s digital operating models. By right, Anthropic is just following its growth playbook by creating industry-grade applications it can “sell” […]
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The Dawn Of AI-Powered Telcos: How CSPs Will Reinvent Themselves With AI
Global AI adoption presents communication service providers (CSPs) with a rare opportunity to transform and unlock new growth. In my latest report, The Dawn Of AI-Powered Telcos, I examine how leading telecom operators are responding to current trends by entering the AI infrastructure race and becoming AI‑powered from the core. They’re achieving this by pushing […]
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AI Isn’t Fixing Retail Banking’s Customer Growth Problem — It’s Exacerbating It
Retail banks are moving fast on AI in 2026: Budgets are growing, roadmaps are packed, and internal momentum is real. Customer loyalty, however, is not — and the disconnect is becoming harder to ignore. AI adoption is accelerating across retail banking, yet differentiation keeps slipping and relationships continue to thin. This isn’t because AI isn’t […]
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OCX 2026: Open Source As Strategy
At OCX, the Eclipse Foundation’s Open Community Experience conference, attendees met to discuss the Eclipse Foundation and what it means to be an open-source developer.
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Trust, Modernize, Transcend: What I Took Away From Temenos Community Forum 2026
I spent last week in Copenhagen at the Temenos Community Forum (TCF) alongside more than 1,300 banking leaders, technologists, and practitioners. The theme — “Trust. Modernize. Transcend.” — is one banks have heard before. What made TCF different was how consistently Temenos tied that message to live products, execution discipline, and the realities banks face […]
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You’ve Got More Time: Enterprise Architecture Award Deadline Extended To June 2
If you were considering a nomination for Forrester’s global Technology Awards ths year — including the Enterprise Architecture Award, presented in partnership with The Open Group — the submission deadline has been extended to Tuesday, June 2. Here’s the reason I’m genuinely excited about this year’s EA entries (and why a short extension matters): The […]
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SAP Sapphire 2026: The Autonomous Enterprise Is Credible, But It Comes With Concentration Risk
At SAP Sapphire 2026, SAP consolidated eighteen months of M&A, product development, and AI strategy into a single integrated vision it dubbed the “autonomous enterprise.” JPMorganChase CFO Jeremy Barnum confirmed live on stage that the bank is migrating its general ledger to SAP’s latest version. Bayer, Novartis, Takeda, Ericsson, and H&M anchored the production credibility. […]
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How To Build A Premium Airline In The Sky Of Sameness
Even in today’s environment of rock-bottom consumer sentiment, there remains a clear opportunity to grow with a premium product, with a vast middle willing to pay a premium for something sufficiently differentiated to justify the privilege.
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Drowning In Rules: Navigating America’s AI Regulatory Patchwork
US companies are drowning in AI rules. With a labyrinth of conflicting state laws and no single federal requirement, even the most responsible innovators are struggling to stay afloat. California’s landmark Transparency in Frontier Artificial Intelligence Act proved that states can regulate AI without killing innovation, but it also underscores a hard truth: The current […]
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The Most Expensive Customer Complaint Is The One You Ignore
Many organizations treat complaints as routine service issues — yet they often reveal something far more pernicious. Learn a more strategic and productive way for handling complaints at Forrester’s CX Summit EMEA on June 8–10.
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Oracle Applications Analyst Summit: Fusion Agents Are Shifting From Assist To Execute
At Oracle’s 2026 Applications Analyst Summit, leadership drew a hard line: Agentic AI lives only in Fusion, not EBS, JD Edwards, PeopleSoft, or Hyperion. Forrester unpacks the productized agentic apps, AI-first migration playbook, and the gaps that CIOs must address in the next 12–18 months.
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AI Is Everywhere In GTM. Customer Value Isn’t.
AI is already reshaping how buyers discover, decide, and engage. The real opportunity now isn’t just efficiency — it’s redesigning GTM around measurable customer outcomes and using AI to deliver value where it matters most.
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Your AI Reinvention Needs An Engine
Last week, Accenture brought global industry analysts to Bangalore for an intense three-day session to assess whether its strategy is genuinely differentiated. For a company with the scale, breadth, and depth of Accenture, I think this is a red herring. I went in with a different question: whether the world’s largest professional services firm is […]
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Hannover Messe 2026: Do Robots Need Tea Breaks?
Paul Miller discusses his highlights and lowlights from this year’s Hannover Messe industrial trade show: robots, AI, partnerships, and more.
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