B2C Marketing
B2C marketing is navigating choppy waters. The tactics that drive short-term gains are alienating customers over the long-term, eroding loyalty and affinity. Read our insights to learn more about how B2C marketing teams can thrive in the midst of this tension.
Insights
Blog
Google Dethrones OpenAI As Agencies’ Preferred AI Partner
New Forrester and 4As research shows that agencies are prioritizing ecosystems that connect data, creative, media, and commerce at scale, with Google emerging as the leading partner. As marketing moves from isolated tools to integrated operating systems, the ability to orchestrate end-to-end workflows is becoming the new competitive edge.
Blog
Google Goes All-In: An AI-Operated System, Not AI-Assisted Products
Will Consumers And Marketers Follow? Three years ago, Google was on the defensive. ChatGPT reset expectations for search experiences and Microsoft gained early momentum with its investments in OpenAI. Today, the answer engine race continues, but Google is back in pole position. Even with new market diversification thanks to OpenAI and Anthropic, Google remains the […]
Awareness Is Up. Why Isn’t Growth? Fix The Brand-To-CX Drop-Off.
If your brand is winning attention but customers don’t stay, then value is being lost after the purchase. Learn how to align brand and CX to protect ROI, retention, and growth.
Blog
Building The Human Foundation For AI At CX Forum East
AI raises the stakes for experience leaders. Insights from CX Forum East show that without trust, strong data, and prepared teams, AI simply scales what’s already broken — but with the right foundation, it can unlock entirely new kinds of customer experiences.
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AI Agents Are Your New Customer, But Can You Target And Grow Their Trust In Your Brand?
AI agents are forcing change to marketing strategies. Learn how to get ahead of the shift.
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UK Social Media Ban Forces Platform Accountability
The ban marks a moment where government regulation is catching up to consumer expectations. But it's not just about online safety — it's a regulatory demand that will influence social media platform experiences and product decision-making.
Blog
How To Build A Loyalty Team That Scales With Your Program
Brands continue to see the value in developing deeper relationships with their customers through loyalty initiatives, but investment typically flows toward technology, rewards, and promotions, with less focus on what drives differentiated experiences, personalized engagements, and emotional loyalty. This isn’t surprising, given that loyalty is both an art and a science, and it’s much easier […]
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Build The Human Foundations Before You Scale AI
CX Summit EMEA explored the real AI opportunity: building trust, strengthening foundations, and reimagining experiences — not just making them more efficient.
Blog
Total Experience Score, 2026: Growth Breaks When Experiences Fragment
The brands pulling ahead aren’t optimizing brand, customer, and employee experience in isolation — they’re aligning them into a system that drives measurable growth. Forrester’s 2026 global Total Experience Score and research show that when promise, delivery, and the people behind both move in sync, companies build strong, sustainable momentum.
Blog
Forrester’s 2026 BX Index™ Rankings: North American Brands Make Gains; Europe And Asia Are More Constrained
Forrester’s 2026 Brand Experience Index reveals where brand perception is strengthening and where it’s stalling. Read about the high-level shifts across regions and industries this year.
Blog
Ad Creative Is A Technology Problem And Opportunity
The market for creative advertising technologies should have boomed by now. Despite waves of innovation, it has struggled to translate technological promise into business outcomes. Its potential remains highly significant but constrained by cultural disconnects between creative and media subject matter experts (SMEs) and intransigent bottlenecks in creative and media processes. The market appeared poised […]
Blog
Redesign B2B2C Digital Strategy For The AI Era
AI is compressing consumer discovery, decision-making, and service into fewer, faster, and increasingly invisible moments. Answer engines and AI agents now decide what customers see — or don’t. Long-standing assumptions about how brands (the first “B”), intermediaries (the middle “B”), and customers (the “C”) create value no longer apply. Rather than layer AI onto existing […]
Blog
From Walled Gardens To Working Media: The Rise Of Commerce Media
In less than a decade, retail media evolved from a monetization tactic piloted by margin-seeking mass retailers into one of advertising’s fastest-growing channels. By nearly every surface-level metric, retail media works. Marketers shifted billions of co-op funds into it, lured by the promise of closed-loop measurement and higher return on relationships with merchants. But beneath […]
AI Access: For Every Role. And Every Decision.
AI Access democratizes decision-making. With AI-powered access to Forrester’s insights, data, and advice, every team member — from early-career pros to senior leadership — moves with confidence, speed, and clarity. Equip your organization to take action fast.
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Publicis Acquires LiveRamp To Advance New Agentic AI Push
Publicis Groupe has agreed to acquire data collaboration and identity resolution firm LiveRamp for $2.55 billion in a move aimed to expand the agency holding company’s artificial intelligence offering. The transaction is expected to close by the end of 2026, following the customary regulatory and shareholder approvals. Publicis will operate LiveRamp as an independent company […]
Blog
Everlane Is The Next Millennial Brand To Fall
The Next Millennial Domino Falls When reports emerged that SHEIN had acquired Everlane, the other shoe dropped. Like the recently departed Allbirds, Everlane was once the poster child for a new kind of Millennial consumerism. It promised radical transparency, clean design, ethical sourcing, and a rejection of disposable fashion culture. Along with a generation of […]
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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.
Blog
Navigate The Next Era Of Search At Forrester’s CX Forums
As answer engines divert discovery and squeeze the funnel, B2C marketing leaders are looking for the fastest, most durable way for their brand to become more visible and authoritative. Join us at an upcoming CX Forum to explore the new rules of visibility.
Blog
Building The Human Foundation Of The AI-Powered Enterprise
As organizations rush to deploy AI, too many forget the people it’s meant to serve. A human‑first foundation is what separates AI that frustrates from AI that truly drives better experiences.
Explore Forrester AI Access For Faster, Smarter Decisions
Forrester AI Access delivers clear, credible answers from proprietary research, reports, and data — helping teams validate direction and plan next steps with confidence.
Blog
GenAI Is Rebuilding Search, And Google is Still Winning (Q1 2026 Search Revenue Up 19% YoY)
Every tech cycle needs a good funeral: a villain to bury and a hero to crown. In genAI’s version of the story, kill advertising (again) and Google (search) is dead. The plot is tidy: GenAI replaces searching, ads become obsolete, and the web finally escapes the “attention tax.” It’s a satisfying story. Clean. Moral. Wrong. […]
Blog
Spring-Clean Your Customer Data For Consumer Personalization Programs
Every year, the arrival of spring brings open windows and blossoming trees. For many, it’s also time for spring cleaning. Whether you love or hate the spring-clean, it’s an important ritual in ushering in the warmer seasons. This year, we recommend extending your spring cleaning ritual to your company’s customer data for consumer personalization programs. […]
Blog
Is “Surveillance Pricing” Good Business Or A Bad Idea?
Pricing Gets Personal At JetBlue A JetBlue customer posted on X: “A $230 increase on a ticket after one day is crazy. I’m just trying to make it to a funeral.” The airline replied, suggesting trying “clearing your cache and cookies or booking with an incognito window. We’re sorry for your loss.” The response went […]
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