pandemic

The trend toward automation is not new. The Industrial Revolution started it in the 19th century, but there has never been such rapid automation progress as today. All forms have accelerated, often without understanding their effect. Humans have become choke points in operations, points of disease and legal liability, and friction to smooth digital pathways, […]

Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Loyalty marketers, you might consider joining them! Since early 2020, concerns for health and safety, supply chain issues, and […]

Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent.  According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020. 

Many organizations are ill-equipped to manage the problem. Yet it's the sort of systemic risk that leaders need to be ready to face.

As part of Forrester’s tech insights and econometric research (TIER) series, we monitor market trends and analyze how these trends may affect IT budget strategy. Over the past few weeks, we looked into capex/opex trends leading up to, through, and out of the pandemic. For technology executives, it’s clear what question must remain front of […]

Marketing’s shift to digital and its importance in a rapidly changing world will accelerate marketing investment. But growth will vary by industry.

Yesterday, Peloton announced that it is temporarily halting production of its connected fitness products in the face of waning consumer demand. The surge of explosive growth in the early days of the COVID-19 pandemic — to the point that product delivery barely kept pace with the influx of purchase orders — established the company as […]

On January 13, the US Supreme Court ruled that the Biden administration’s vaccination-or-test mandate for private businesses employing 100 or more workers could not be enforced by OSHA — the federal agency that covers private sector employers and workers in all 50 states. Ultimately, the ruling takes enforcement out of OSHA’s hands and puts it […]

The house call has made a comeback, accelerated by the pandemic. This is the leading edge of a monumental shift in healthcare.

It was World Mental Health Day earlier this month, on October 10 — a day designated by the World Health Organization to raise awareness of mental health issues globally and to mobilize efforts in support of mental health. It’s a solid reminder to embrace the progress we’ve made in mental health support but also recognize […]

In the wake of chronic caution fatigue, US consumers are looking to their most trusted brands to provide a sense of stability and reliability.

Employee wellness became a top priority during the pandemic. But will it remain one? VP, Principal Analyst James McQuivey and Analyst Jonathan Roberts discuss the role of employee wellness in the future of work.

All categories of tech budgets will see growing demand this year and next, and software spending will be particularly strong.

Now that consumers have experienced the convenience of online purchasing, shoppers are rethinking the purpose of the in-store experience.

A reemerging sense of community has rekindled consumers' enthusiasm. Brands should match that enthusiasm to maintain strong momentum.

Sixteen months after the World Health Organization declared COVID-19 a global pandemic and more than a year after the US reached the highest number of confirmed COVID-19 cases and deaths globally, consumers are grappling with a mix of conflicting emotions. With the Centers for Disease Control and Prevention’s relaxation of restrictions, the biggest vaccine campaign […]

Our data over the course of 2020 revealed the internal consumer tension between desire and fear. On the one hand, consumers expressed an ongoing appetite for adventure and variety of experience. On the other, closed borders, stay-at-home mandates, and pervasive consumer fears brought the travel industry to a grinding halt. Now that pandemic restrictions have […]