personalization

BI is alive, but its adoption needs some help. Learn the three reasons why businesses struggle to get more mileage from their business intelligence applications.

Will Google Topics be a curveball in advertisers' data depreciation plans? Read to discover what the FLoC replacements means.

Meet Chiara De Gasperin, Forrester’s Newest Digital Intelligence Analyst, if you are interested in digital data insights. Start discovering Chiara's best "job-cocktail" to understand if it tastes good to you too. Have a brainstorming with her if you think your relevant priorities are “Collect And Analyze Data For Customer Insights” and “Enable An Insights-Driven Business”.

Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.

Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments.

Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency. In a tight labor market with employee acquisition and retention top-of-mind for retailers, training associates thoroughly and enabling them to perform fewer menial tasks with greater efficiency and oversight should be a primary goal for retailers.

Have you noticed the growing link between commerce and loyalty? Forrester has, and we’ve set out to explore it. Our first deep dive was into promotions and offer management tools, which we define as: Software that helps businesses personalize, distribute, automate, and track promotions, incentives, and other offers across digital and physical touchpoints. We included […]

Learn the two crucial factors that will determine the pace and scale of open finance's opportunity.

A loyalty program is a great way to collect zero-party data. Read how your loyalty program can be a powerful tool in the post-cookie world.

“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]

Diversity, Equity, and Inclusion (DEI) and Data Ethics are increasingly interconnected, and brands must do both well to foster authentic, meaningful, and sustainable customer relationships. 

Marketers are obsessed with data. But when that obsession turns into tunnel vision on customer data only, it becomes impossible to achieve personalization at scale. Instead, brands need to know both their customer and their content, and Adobe took the wraps off a prototype that aims to do just that. At the company’s fully virtual […]

Done right, CCCM delivers more than outbound campaigns. In this Forrester Wave™, we compare CCCM solutions from enterprise marketing software suite vendors.

Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models. As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks. To identify the top “Global Private Banking Trends In 2021,” we interviewed senior executives […]

Marketers are building out experiences to ask customers about volunteer zero-party data that they can’t infer, buy, or collect elsewhere.

Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.

Healthcare organizations (HCOs) should look to healthcare customer relationship management systems (CRMs) to enable their “digital front door” strategy and meet the growing demands of their customers for a great experience — both digitally and beyond. The recently published report, “The Forrester Wave™: Healthcare CRM Providers, Q1 2020,” identified the seven most significant players in […]