Age of the Customer
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Google Has Entered The Contact Center Chat
At the recent NRF event, the headline was shopping in answer engines, with Google’s new Gemini Enterprise for Customer Experience and Universal Commerce Protocol getting lots of attention. Tucked below the fold, however, was important news for CX and contact center leaders: the announcement of Google Cloud’s Customer Experience Agent Studio. Customer service and CX […]
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The Rise Of Modern Trade Agreements: Tariff-Proof Your Supply Chain
Global trade continues to be exposed to significant pressures and structural change. Geopolitical tensions, supply chain disruptions, and shifting investment flows are forcing corporate leaders to rethink their sourcing and manufacturing ecosystems. Meanwhile, modern trade agreements have become essential tools for stabilizing commerce and rewriting the rules for the movement of goods, capital, labor, and […]
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How ABN AMRO Is Building A Business That Flows Around Customer Needs
Jorissa Neutelings, chief digital officer at ABN AMRO, has a vision, and it’s a compelling one. She joined us on stage at our CX Summit EMEA last year and again on the CX Cast to describe her vision for the “liquid company” — a company that adapts instantly to customer context, removes friction, and embeds […]
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Conversational Banking: The New Gateway To Digital Banking Experiences
Conversational banking has reached an inflection point. What began as basic chatbots designed to deflect contact center volume is evolving into a transformative model for customer engagement — powered by rapid advances in AI, rising customer expectations, and banks’ urgent need to streamline operations. As this shift accelerates, banks must rethink not only how they […]
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Forrester’s Responsible AI Solutions Landscape Is Coming!
Forrester’s State Of AI Survey, 2025 reveals a surge in AI deployment across organizations: 78% of AI decision-makers report their organization already has generative or predictive AI in production. Yet this momentum masks deeper strategic gaps. One of the most glaring gaps is poor AI governance and risk management. If unattended, this gap can only […]
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The Healthcare Plan That Still Needs A Plan
Yesterday, the White House unveiled the Great Healthcare Plan, a framework for the administration’s ambitions to reshape aspects of the US healthcare system. This follows a series of failed attempts to revive Affordable Care Act (ACA) premium subsidies, a key pillar of the current conversation around healthcare affordability. The expiration of ACA subsidies, combined with […]
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Verizon Outage Reignites Reliability Concerns
On January 14, Verizon experienced a major nationwide cellular service disruption that left subscribers across the country facing significant connectivity issues. Although outage report numbers climbed into the hundreds of thousands, this visible count represents only a small portion of the true impact. As is typical in large‑scale outages, many customers who encountered problems never […]
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Digital Sovereignty: Why Tech Execs Must Act Now
As global tensions continue to rise and cloud adoption accelerates, digital sovereignty has become a board-level topic. Tech execs must now modernize infrastructure, protect autonomy, ensure compliance, and manage geopolitical risk at the same time. As we outlined in a recent report, 2025 showed a clear trend: Digital sovereignty is reshaping public cloud strategy across […]
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Hello, GTM Singularity: Turn Ideas Into Action At B2B Summit North America
Buyer autonomy and the prevalence of AI are collapsing go-to-market fault lines. This isn’t just a catalyst to change — it’s an opportunity to reset with a new, resilient, and connected GTM approach.
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Four Takeaways On The State Of Social Suites
Social suites are now a critical part of the martech ecosystem, ranking as one of the top three marketing technologies used by organizations. Once simple social media management tools with light social listening features, these platforms have evolved into unified solutions that go well beyond those capabilities. Forrester now defines social suites as: Platforms that […]
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My Tips For Crushing Your Analyst Briefings And Wowing The Analyst
Former Forrester analyst Josh Zelonis blogged about how to deliver successful vendor briefings years ago. I’m updating his blog with my own thoughts as a “recovering marketer,” Forrester analyst, and research director. This blog is a collection of my top tips for briefing analysts, with contributions from other security and risk analysts.
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Why AI Makes Trusted Research More Valuable
As business and technology leaders grapple with unprecedented change and uncertainty, trust, clarity, and steadfast partnership matter more than ever. Clients’ stories illuminate what is unique about the value that Forrester delivers — especially now.
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AI And Automation Will Take 6% Of US Jobs By 2030
AI will take over increasing numbers of workflows and tasks in the next five years. But workflows and tasks aren’t jobs. Get more insight and next steps in this preview of our new forecast on the impact of AI on jobs in the US.
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EA Tools Vendors: You’re Sitting On The AI Design-Time Platform And Don’t Know It
The AI agent infrastructure market is exploding — LangChain just raised $125 million; hyperscalers and SaaS vendors are spinning up agent frameworks and control towers; MCP and A2A protocols are converging as standards; and observability vendors are racing to add LLM tracing.
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NRF Big Show Innovators Showcase 2026: Retail Tech To Watch
Read this blog for a look into NRF’s 2026 Innovators Showcase to better understand what’s next in retail technology transformation.
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Customer Journey Management In 2026: From Maps To Measurable Impact
Despite years of journey mapping, results are still inconsistent, slow to scale, and hard to tie to business outcomes. Learn why that’s changing — and what leaders must do differently.
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Thriving Amid Disruption: Key Banking Insights To Kick-Start 2026
Discover key banking trends from 2025 and predictions for 2026. Stay ahead with insights on digital banking, customer experience, and AI.
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OpenAI And b.well Promise Greater Patient Empowerment
(With Some Caveats)
OpenAI’s recent partnership with b.well marks a pivotal moment in healthcare technology. With ChatGPT Health, OpenAI is integrating consumer medical records through b.well’s data connectivity infrastructure, aiming to deliver personalized interactions.
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The Forrester Wave™: Autonomous Testing Platforms, Q4 2025, Is Out!
Find out why autonomous testing matters more now than ever and get four key findings from our new Wave™ report on autonomous testing platforms.
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Manufacturing And Automotive Giants Continue Their Shift From Grease To Code At CES 2026
Big names in smart manufacturing, such as Bosch and Siemens, used the recent CES trade show to showcase partnerships and growing AI powers. Find out more in this detailed review of the show.
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