personalization

Personalization delivers more relevant, effective experiences to customers, but only if firms can hit the mark with privacy, timing, and insights. Read about how to use personalization effectively.

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Ensure That Your Consumer Personalization Vision Is 20/20

Jessica Liu 3 days ago
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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The Evolving DAM Landscape: From System Of Record To System Of Action

Phyllis Davidson 6 days ago
Read highlights from the Forrester report, “The Digital Asset Management Systems Landscape, Q3 2025,” which covers how organizations use DAM systems to deliver cost-effective and performant digital experiences, democratize content access and transformation, and secure and extend brand value.

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Today’s Leaders Must Heed AI Advice For Future Disruptors

Brendan Witcher September 18, 2025
Startup founders, investors, technologists, and operators are all working frantically to get an early jump onto the AI train. Find out why and get more of the key takeaways from the recent Startup Boston Week event.
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Your Competition Is Using New Commerce Transformation To Siphon Your Customer Base

Chuck Gahun September 18, 2025
As the commerce landscape quickly evolves and shows new potential, The Commerce Services Landscape, Q3 2025, can help you identify and shortlist the vendors that can best drive your commerce transformation.
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Adaptive Mobile Banking: Forrester’s 2025 European Insights

Aurelie L'Hostis September 12, 2025
Discover how European banks are turning mobile apps into smart, conversational experiences. Forrester’s 2025 review reveals key trends and leaders.
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Announcing The Forrester Wave™: Translation Management Systems, Q3 2025, Our Inaugural Evaluation Of The Market

Kathleen Pierce September 10, 2025
Localization in 2025 is about delivering personalized, context-aware experiences at every touchpoint. It’s more outcome-oriented than ever, aimed at helping businesses thrive in multilingual, multicultural global markets.
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Inside Club Med’s Conversational AI Strategy: An Interview With Siddhartha Chatterjee

Aurelie L'Hostis July 30, 2025
Learn how Club Med designed, implemented, and continuously refined its conversational AI strategy — starting with a WhatsApp chatbot in Brazil.

 

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2025 NRF APAC Innovators Showcase: Innovation In Retail Technology

Sucharita Kodali June 10, 2025
Read this blog to learn more about the 25 companies tackling the retail industry’s pressing problems at the NRF’s APAC Innovators Showcase.
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Maximizing Financial Services CRM Value: Strategic Alignment And AI Adoption

Alyson Clarke May 3, 2025
A modern CRM is core to connecting organizational silos to drive customer and business value. Today, CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes modern CRM an indispensable tool for financial services firms aiming to enhance customer experience, streamline operations, and drive growth. […]
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You Can’t Handle The (Consumer Personalization) Truth!

Jessica Liu April 29, 2025
Covering the incredibly broad topic of consumer personalization means encountering a hodgepodge of client questions and terminology. In our new report The Truth About Consumer Personalization, we examine three common assumptions about personalization and convert them into three realities.
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The Future Of Digital Experiences: A Human-Centered, Empowering Journey

Aurelie L'Hostis April 24, 2025
Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.
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Six Key Findings From My First 60 Days As Forrester’s DAM Analyst

Phyllis Davidson March 28, 2025
The opportunities are vast for both digital asset management (DAM) vendors and users. Learn six capabilities that are increasing their fidelity and will likely have a big impact on the future of digital experiences.
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Ask, Don’t Interrogate: Best Practices For Collecting Zero-Party Data

Stephanie Liu March 13, 2025
As more privacy regulations and consumer tools emerge, the challenge for brands is how to ask consumers for data in a way that is user-friendly and encourages them to share their information. Get an example on how to collect zero-party data in this preview of a new report.
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Build Effective Personas To Drive Empathy

Gina Bhawalkar March 5, 2025
At their best, personas elicit empathy, help teams prioritize, and drive human-centric decision-making. Many fall short of this. Learn about the qualities of effective personas — and attend CX Summit North America to get a deeper dive and practice improving your own.
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It’s Time To Define Your Professional Existence And Articulate Your Story

Kim Herrington February 27, 2025
The urgency of telling your story as a data or technology leader within the current corporate landscape cannot be overstated. As we navigate these turbulent times, the ability to articulate your professional identity clearly and compellingly has emerged as a critical lifeline. Let this be the moment you choose to define your existence within your organization and beyond.
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New Contract, Who Dis? Why B2B Personalization Drops Off After The Sale And How To Fix It

Amy Bills January 21, 2025
Personalization can take many forms, including delivering relevant, customized content, driving segmentation, and drawing on persona, role, geographical, and behavioral information to create great customer interactions. B2B firms should spend more time personalizing postsale customer engagement.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year

Aurelie L'Hostis January 14, 2025
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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Key Insights From The Forrester Wave™: Experience Optimization Solutions, Q4 2024

Chiara De Gasperin January 10, 2025
Adding or improving digital experience is a top priority for organizations looking to improve their customer experience. Learn how experience optimization solutions can help do this by ingesting and analyzing data to generate insights and deliver personalized digital experiences.
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Getting Smart On Content Intelligence

Phyllis Davidson January 8, 2025
Content intelligence provides a data-based framework for marketers to harness predictive and generative AI to uncover buying signals and exchange value with buyers and customers through the differentiated experiences they demand.
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Consumers Are Lukewarm About Your Company’s Personalization Efforts

Jessica Liu December 10, 2024
Many companies think consumers want personalized interactions which isn't always the case. What consumers want is relevancy and value. Learn how Forrester’s four dimensions of customer value can help your company deliver.
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