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
Adtech’s Inflection Point Signals More Compelling Customer Experiences
Advertising technology (adtech) is overcomplicated. It started as a simple scaffolding for delivering and managing banner ads. Now, it’s a sprawling, tangled matrix of ad servers, ad exchanges, supply-side platforms, demand-side platforms, customer data platforms, data clean rooms, brand safety tools, mobile measurement partners, and more. Advertisers are fed up with becoming system integrators, consumers […]
Blog
Leverage Cocreation To Accelerate Sustainability Innovation
Cocreation is a powerful tool to help CMOs orchestrate multiple internal teams and external partners to drive innovation. Because environmental sustainability demands a systemic approach with multiple stakeholders, CMOs can apply some of the lessons learned to help drive an ambitious cocreation agenda for environmental sustainability. The CMO’s position — at the intersection of business […]
New For 2026! 2026 CX Budget Planning Guide + Workbook
Stop guessing — start planning! Learn where to prioritize CX tech, partner smarter, use AI for scalable results, and prove ROI with actionable insights, benchmarks, and templates for 2026 success.
Blog
Budget Boom Or Budget Bust? Be Ready For Both In 2026
Though volatility has tempered budget expectations, business and tech leaders should prepare for the unexpected. Forrester’s 2026 Budget Planning Guides can help you make the right strategic moves this budget planning season.
Blog
Social Commerce Shows Promise But Still Hasn’t Hit Critical Mass In The US
Forrester’s 2022 assessment of the state of US social commerce uncovered widespread consumer mistrust in social media, which fizzled social media platforms’ commerce ambitions. In our latest report, a 2025 look at “The State Of Social Commerce,” we maintain our reservations around social commerce “taking off” in the US, especially compared to emerging markets.
Blog
GenAI Reshapes Shopping And Revives SEO
The multibillion-dollar question I’m often asked is: Will a critical mass of consumers shop and check out on Google’s AI Mode, ChatGPT, and Perplexity? Consumers’ loyalty to convenience makes a “yes” most likely. Thirty-eight percent of US online adults, according to Forrester’s Retail Topic Insights 1 Survey, 2025, checked how fast products would arrive before […]
Blog
How Yves Rocher Integrates Sustainability Into Its Business
After studying for a certificate in business sustainability management from the Cambridge Institute for Sustainability Leadership, I pivoted part of my research at Forrester to the intersection of marketing, AI innovation, and environmental sustainability. Back in 2021, I interviewed dozens of leaders about sustainability disruption and how to transform their business. I interviewed Guy Flament, […]
Blog
Parting Lessons From CX Summit North America To Help You Deliver The Total Experience
As another CX Summit North America draws to a close, it’s time to get to work. Use these takeaways to help you create your action plan for transforming the experiences you offer.
Podcast
TV Options For B2C, GenAI For CRM, Data Centers Go Nuclear
From pickleball to nuclear energy, this week’s episode covers a lot of ground. Listen in as Forrester analysts put three recent business headlines into context for sales, marketing, and technology leaders.
Blog
Modern Loyalty Requires A Diversified Approach To Engagement
This blog explores how programmatic loyalty is a spectrum that shifts from traditional loyalty strategies to a modern approach that focuses on offering a diversified loyalty engagement strategy.
Blog
Power, Precision, And Production Create A New Media Agency Landscape
It’s a new media agency landscape. The last six months have witnessed more change in media agencies than what’s occurred over the last six years.
Blog
Cannes Lions 2025: The AI Challenge For Brands And Agencies
The marketing and advertising industry is gathering for a couple of days at the International Festival of Creativity in Cannes, France, from June 16 to June 20.
Blog
The AI Cost Center Crisis
AI reshapes the way marketing agencies deliver value — increasing productivity, accelerating the speed of insights, assisting creative ideation, amplifying production velocity, and sharpening media and search activation. But they are not being compensated for the value creation. It’s an AI cost center crisis.
Podcast
Perplexity’s Strategy, B2B Influencers, Salesforce Buys Informatica
If there’s one constant in business today, it’s change. New partnerships, new strategies, and new risks are popping up in all areas. In this episode, we look at three major changes taking place in the B2C, B2B, and enterprise application spaces and tap our analysts for their guidance on how to manage these changes.
Blog
What To Expect At Viva Technology 2025
Expect a strong focus on AI, climate tech, and deep tech at VivaTech 2025, featuring top European startups in these areas.
Blog
Step Up To Deliver The Total Experience
We’ve just wrapped up another successful CX Summit EMEA. Now it’s time to put those lessons to work — and deliver on your customers’ total experience.
Blog
What Sets High-Performing Consumer Insights Teams Apart
How do the most successful consumer insights teams behave? Speed and strategy are the mandates. Get more details in this preview of a new report.
Blog
CIBC And AT&T’s John Miller Win Forrester’s North America 2025 Customer Obsession Awards
At this year’s CX Summit North America, Forrester will honor two exceptional leaders who have demonstrated a commitment to putting customers at the heart of their organizations. Learn about them and get four takeaway lessons from their achievements.
Blog
This Year’s Upfronts Advanced TV’s Transformation
An uncertain economic climate and digital transformation left their mark on this year's TV upfronts, where major TV networks aim to secure advertising commitments for the new season.
Blog
Revitalize Your Total Experience At CX Summit APAC
CX, marketing, and digital leaders have many measurement options at their disposal but struggle to identify what matters most to their customers and business. Find new ways forward at CX Summit APAC.
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