Age of the Customer
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Prevent MDR to IR Handoff Chaos Before A Breach
Security leaders often assume that once they’ve invested in managed detection and response (MDR) services, the hardest parts of breach detection and response are behind them. Alerts are monitored. Playbooks exist. Someone is watching the environment 24/7. Then, they have a security incident. It escalates quickly. And the response feels less coordinated than expected. We […]
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New study released into the state of buying in the public sector in 2026
Our brand new global study into public sector purchasing reveals a market full of opportunity, but also increasing complexity. One of the most striking findings is just how large and distributed public sector buying groups have become. Typical purchase decisions now involve 14 internal stakeholders (rising to 18 in APAC). When the broader buying network […]
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Ten Can’t‑Miss Experiences For CX Leaders At CX Forum East
CX Forum East brings CX leaders together in New York City to tackle the most urgent challenge of the AI era: building experiences that technology can’t replicate. Learn how to get the most from the two-day event.
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Ten Can’t-Miss Experiences For CX Leaders At CX Forum West
At CX Forum West in San Francisco, CX leaders move from AI ambition to execution. Discover 10 can’t‑miss experiences designed to help you deploy technology with intent and build experiences that stand out in an increasingly automated world.
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The Consent Deficit: RBI’s Draft Responsible Business Conduct Directions Turn Misselling Into A Proof Problem
India’s misselling problem is no longer being treated as a training lapse or “rogue agent” issue. The Finance Minister has publicly stated that misselling is an offence: not a training failure, not a rogue agent problem — an offence, with institutional accountability attached and welcomed, tighter Reserve Bank of India (RBI) guidance. RBI’s responsible business […]
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When The Agents Take The Keyboard: Inside Cloudflare’s Next.js Rewrite
I’ve spent much of my career as both an analyst and a practitioner advising people against “the big rewrite.” It’s called second-system syndrome for a reason: You usually throw away years of hidden bug fixes and security patches just for the sake of “cleaner” code. But after sitting down with Cloudflare’s Dane Knecht (CTO) and […]
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From Volatility To Chaos: Navigating Wartime Impacts For Tech Leaders
Leading Through War-Driven Chaos The last few years have been defined by compounding uncertainty. From the COVID‑19 pandemic to the 2025 US tariff escalations, along with the ongoing war in Ukraine now entering its fourth year, enterprise leaders have had to navigate relentless geopolitical and economic pressure. These shocks forced organizations to strengthen their scenario […]
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Human Insight, Amplified: How Forrester Is Reinventing Research For The AI Era
Forrester is redefining research for the AI era by amplifying human intelligence — not replacing it. Our trusted, accountable insight is now embedded directly into everyday workflows through Microsoft Teams, bringing expert judgment to the moment that decisions are made.
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Smart Buildings Are No Longer About Return-To-Office
Smart buildings are evolving from attendance-driven perks into core enterprise infrastructure — powering cost control, sustainability, safety, and productivity by ensuring that every square foot delivers measurable business value when and how it’s used.
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Announcing The Forrester Wave™: Cybersecurity Skills And Training Platforms, Q1 2026
The Forrester Wave™: Cybersecurity Skills And Training Platforms, Q1 2026 is now live, and it lands at a moment when security leaders are under real pressure to prove readiness and resilience. Automation and AI have compressed attacker timelines, blurred role boundaries across security teams, and exposed the limits of certification-first training models. What matters now […]
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The Mandela Effect In TPRM: Why Companies Still Misremember Their Third-Party Risk Exposure
What do the Monopoly man’s monocle, the Fruit of the Loom cornucopia, and “Luke, I am your father” have in common? None of them actually exist the way you remember. That glitch is the Mandela effect, a collective misremembering of facts or events, and it is the same mental bug that convinces executives that their […]
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The Future Of B2B GTM Isn’t Human Versus AI
AI has long been embedded in the B2B tech stack and go-to-market workflows. The sudden ubiquity of generative AI and, now, the promise of agentic AI have catalyzed rapid, intensive change — and driven the need for a harmonious human-AI coexistence.
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Inside The Odido Breach: A Governance Thriller Unfolds
In February 2025, Dutch telecom operator Odido disclosed a breach affecting 6.2 million current and former customers (roughly a third of the country’s population), the largest telecom breach in Dutch history. Attackers socially engineered a call center employee into approving a fraudulent MFA request, gaining access to Odido’s Salesforce CRM environment and exfiltrating highly sensitive data […]
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When Code Is Free, What’s Left To Sell?
As code becomes cheap and abundant, software vendors must rethink what customers actually pay for. Durable differentiation shifts from features to outcomes, expertise, and trust.
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What It Means That The Leader In “Agentic Commerce” Just Pulled Back
OpenAI has nixed its instant-checkout functionality, which enabled shoppers to complete their orders directly in ChatGPT. Read what this shift means for merchants.
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The Forrester Wave™: Customer Experience Platforms For Healthcare, Q1 2026: The AI Race Is On, But Pace Is Uneven
The pressure to do more with less is intensifying across healthcare. Emerging technologies offer a clear path to efficiency, faster access to information, and cost reduction. But while some organizations are testing and learning, others remain stalled. Both delayed experimentation and reckless acceleration carry risk. Yet inaction leaves healthcare organizations (HCOs) at a critical juncture. […]
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Architecting Data And AI In The Era Of Enterprise Intelligence: Meet Shylaja Nathan, Principal Analyst
Across industries, competitive advantage increasingly depends on an organization’s ability to apply AI to decisions, operations, and customer experiences. As enterprises adopt more autonomous and context-aware systems, data architectures built over decades are proving insufficient. Agentic AI requires data environments that deliver context, responsiveness, and semantic consistency at scale. At Forrester, my research focuses on […]
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Three Surprising Insights From The Forrester Wave™: Merchant Payment Providers, Q1 2026
Learn about three takeaways from our just-published report, “The Forrester Wave™: Merchant Payment Providers, Q1 2026.”
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2026 Really Is This Risky: Our Top Recommendations For CISOs
Security leaders entered 2026 with little expectation that uncertainty will ease … ever. Economic pressure, geopolitical instability, accelerating artificial intelligence adoption, and renewed technology consolidation have turned volatility into a structural condition rather than a temporary disruption. This is life now, and CISOs are being asked to move faster, support aggressive AI initiatives, and protect […]
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Anthropic Doubles Down On Agentic For The Enterprise
Anthropic’s push into agentic AI highlights a core enterprise challenge: Speed alone is not enough. It's governance, trust, and accountability that determine real value.
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