Age of the Customer
Insights
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Lessons From Building Izola: A Second-Anniversary Look Back
As Izola — the first generative AI tool built specifically for clients by a leading research firm — turns two, we look back on the mission to build it, what we’ve learned, and how it paved the way for our new AI-led research service.
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Is Agentic Commerce A Thing?
Learn what agentic commerce means and how it impacts commerce experiences for customers today.
What It Means: A Forrester Podcast
Forrester analysts provide their perspectives on the latest business and technology headlines.
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Want To Communicate More Effectively? Try Using Metaphors To Make Your Point
Learn how to identify a metaphor that appropriately represents the information you need to communicate when stakes are high.
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Announcing The Forrester Wave™: Cybersecurity Consulting Services In Europe, Q4 2025
European CISOs face rising regulatory demands, geopolitical instability, and rapid technological shifts. The Forrester Wave™: Cybersecurity Consulting Services In Europe, Q4 2025, captures a market in motion. Resilience now drives trust, AI amplifies capabilities, and data governance defines credibility. Our latest evaluation reveals the following market trends that European CISOs should consider when choosing their […]
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Fall-ing For Prime Big Deal Days: How Retailers Competed With Amazon’s October Sale Event
Get key insights for how retailers competed with Amazon’s October sales event before the holiday season.
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Reimagine Your Event Strategy With AI At Forrester’s B2B Summit APAC
At Forrester’s upcoming B2B Summit APAC, I’ll be diving into one of the most urgent and exciting topics in B2B events today: the transformative role of AI across the event lifecycle. Event marketers are under increasing pressure to do more with less — repurpose content, extract deeper insights from event data, and deliver measurable impact […]
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Consumers Are Privacy-Savvy And AI-Wary: Insights From The US Consumer Privacy Segmentation Report
Every year, Forrester updates the US consumer privacy segmentation report to uncover evolving trends in how consumers approach data sharing and privacy protection.
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Equinix Industry Analyst Day And Inaugural AI Summit 2025
Equinix’s 2025 Analyst Day and AI Summit was held on September 25, 2025. Forrester analysts attended the event to see how Equinix, a leader in the global data center colocation and interconnection market, is addressing the changes AI is bringing to this space.
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The Netherlands Targets Chip Governance: A New Precedent For Cyber And IP Risk Intervention
The Netherlands placing Chinese-owned chipmaker Nexperia under ministerial oversight is a sign that Europe has crossed from passive screening to active control to keep IP and capacity in-region. Find out what this means for CISOs and risk leaders and what steps to take next.
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Sovereignty Is The New Differentiator: Google Cloud’s Strategic Shift
Sovereign cloud used to be synonymous with compliance and data protection. But as organizations tighten their sovereign policies and demand greater control over their data and cloud infrastructure, the narrative is changing.
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Connected Products Are Hard — Key Insights From The Forrester Wave™: Connected Product Engineering Services, Q4 2025
Connected products are everywhere these days, from consumer goods and automotive to industrial automation and healthcare. But far too many of them offer a poor experience to their users. Find out why in this preview of our new Wave report on connected product engineering services.
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From Insight To Impact: Why Value Stream Planning Demands Strong Governance
Despite increasing pressure to deliver business value, many technology organizations still struggle to connect strategic intent with execution. Learn how value stream planning can provide the structure to evaluate which initiatives deliver the most value the fastest.
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Accelerating Formula 1 Innovation With AWS And AI-Native Cloud
Learn how AWS’s AI-native cloud is helping Formula 1 improve both racing and fan experiences by providing real-time race analytics and supporting advanced aerodynamic simulations for car design.
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CX Leaders: Are Your Change Management Efforts Driving Real Outcomes — Or Just More Documentation?
One of my less well-kept secrets is that I used to run an enterprise architecture team. Back in those good old days, we’d spend weeks crafting intricate strategy and reference model diagrams, only to watch them gather dust as the business moved on. Fast-forward to customer experience (CX), and I see a striking similarity in […]
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The Future Of GenAI For Visual Content
Learn how visual AI technologies will enable businesses to engage responsively with customers and consumers in the next two to five years.
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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 like transactions. […]
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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
At Unily Unite CEO Lokdeep Singh unveiled Unily Futures, the next evolution of its employee experience platform. Find out what it is and what it means for customers in this review of the event.
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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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