Age of the Customer
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Announcing Our Top 10 Cloud Trends For 2025
Back in ancient history — that is, before the debut of ChatGPT in 2023 — cloud was a sleepy space. Top trends rarely made headlines, and the pace of change had slowed. In 2021 and 2022, cloud had largely settled into the norm. The biggest conversations centered on rising cloud bills and how to rationalize […]
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CISOs: Change The Way You Develop Cybersecurity Talent. Now.
What began as a collection of free or low-cost courses and labs for individual job seekers has transformed into a cornerstone of the cybersecurity training and experience ecosystem. CS&T platforms now play a critical role in continuous learning, professional development, and operational readiness – and they deserve a place in your budget and program.
What It Means: A Forrester Podcast
New format. New topics. Same trusted insights from Forrester analysts.
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Featured CX Executive: Suzie Dieth, Vice President Of Customer Experience And Insights At NRG
Suzie Dieth, vice president of customer experience and insights at NRG, discusses how redefining CX is essential to supporting the company’s growth as a smart-home energy provider. In this CX executive series installment, she shares her vision for 2025 and beyond.
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Predictions 2026: AI Moves From Hype To Hard Hat Work
In 2026, AI will trade its tiara for a hard hat as enterprises prioritize AI function over flair. This year’s AI predictions emphasize the importance of investing in areas such as training and governance while evaluating the ROI of AI more closely.
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Predictions 2026: Europe’s Push For Simplification And Sovereignty Won’t Dislodge US Tech Dominance
Despite a desire to reduce dependencies on non-European firms, a break from the tech giants will be impractical in the near term. Learn what else we foresee for Europe in the year ahead.
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Predictions 2026: Tech Leadership Will Be Wild — Bring Your Surfboard, Your Calculator, And Maybe A Clone
Technology leaders are about to face a year that’s part roller coaster, part chess match, and part improv comedy. Get a jump on planning with our 2026 predictions for tech leaders.
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B2B Sellers Need A Fight Song To Address Buying Mayhem
To the sellers whose jobs have been complicated by buying shifts and, now, AI: This song is for you.
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Unstructured Data: Your Rocket Fuel For GenAI
Most B2C leaders are captivated by developing the newest generative AI tools or agentic solutions. But since AI models are only as good as the data they learn from, the real differentiator lies in the inputs — specifically, unstructured data. GenAI thrives on the messy stuff — images, video, speech, behavioral signals — and it’s […]
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Have CX Programs Lost The Plot? The Risky Game Of Survey Score Inflation
The Misguided Pursuit Of Metrics Customer experience (CX) programs were designed to uncover insights, drive improvements, and enhance outcomes for customers while fueling business performance. Yet many have veered off course. Instead of improving experiences, they’ve become fixated on maximizing survey scores, mistaking metrics for meaning. Survey scores are not like other business metrics. They […]
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AI Powers A New Computing Ecosystem
There’s a new AI computing stack forming to deliver AI-native experiences. Learn the five layers of that stack and how they combine to optimize AI workloads.
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What To Expect At KubeCon North America 2025
Kubernetes is evolving from a cloud-native foundation to an AI-native enabler. Get a preview of what to expect at the upcoming KubeCon + CloudNativeCon North America 2025 event in Atlanta on November 10–13.
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Why Culture Change Is Messy, Meaningful, And Human
CX leaders often fall into the trap of searching for a “big bang” solution, but real change often happens in micromoments. In our latest episode of the CX Cast, we unpack why culture change is so hard and why it matters now more than ever.
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Inside An E-Commerce Giant’s Threat Intelligence Strategy
My recent conversation with Coupang’s head of global hunting, oversight, and strategic triage revealed insights and takeaways that APAC CISOs can put to work.
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Global Cybersecurity Spending To Exceed $300B By 2029
Despite the ongoing macroeconomic uncertainty in 2025, cybersecurity spending will rise by 13.1% this year to $174.8 billion, driven by ongoing concerns around cyberattacks and the need to secure new cloud-based deployments. Find out more in our cybersecurity spending forecast.
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ICYMI: The CX Tech Ecosystem Is Changing
There’s something happening in the customer feedback management tech ecosystem, and it’s not a flashy announcement with eye-popping dollar signs. Instead, it’s a steady drumbeat of incremental changes. While the headlines might feel subdued, these developments reflect buyer interest in combining information from multiple channels and in taking advantage of the latest AI innovations. The […]
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Operational Excellence Starts With Truth And Tracking
Struggling with performance decay? Learn the steps one tiger team at a medical device company took to turn dysfunction into dominance in this case study.
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Ensure That Your Consumer Personalization Vision Is 20/20
Clients often ask us, “What are personalization best practices?” But depending on the organization, the word “personalization” can mean very different things. Personalization is multifaceted and needs a qualifier such as personalization initiatives, personalization programs, personalization capabilities, personalized tactics, personalized interactions, personalized moments, consumer personalization, or business personalization. Forrester defines personalization as: The use of a […]
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AI With No Lies: My Message At FedTalks 2025
How can AI become your organization’s superpower? Find out in this review of FedTalks 2025, the largest annual gathering of federal government leaders, C-level executives, tech innovators, and public-sector change-makers.
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Predictions 2026: Cybersecurity And Risk Leaders Grapple With New Tech And Geopolitical Threats
In 2026, continued political instability coupled with technological advancements being used by cybercriminals will force cybersecurity and risk leaders to adapt their defensive technologies and prepare their workforce for big shifts. Find out more in our 2026 predictions for cybersecurity and risk.
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