Podcast
Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader.
Blog
For years, Forrester has talked about the importance of connecting customer experience (CX) to business outcomes, partially to stoke the CX function’s survival instinct and partially because you’ll go broke if you’re doing CX just for CX’s sake. Over the past year, we’ve collected stories and interviewed government CX leaders and the consultancies that support […]
Blog
Amazon has almost as many robots as human employees. What happens when manufacturers approach that point?
Blog
Get three key takeaways from Forrester’s recent Partner Ecosystem Marketing Survey in this preview of a new report.
Blog
Get Forrester's take on seven key announcements coming out of the event and find out how these developments may shape or disrupt your IT roadmap.
Blog
The disconnect between ubiquitous AI adoption at the individual level and the absence of transformational impact at the organizational level is one of the most pressing challenges facing enterprises today. Learn why the gap exists and how to overcome it.
Blog
The One Big Beautiful Bill Act will reshape healthcare for years to come. While it presents challenges, especially for vulnerable populations, it also opens the door to efficiency and new market opportunities.
Blog
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
Explore USU’s strategic insights from USU World 2025, where it unveiled its vision for IT service management amid growing global competition. Discover the company’s focus on genAI-powered solutions, data governance, and community engagement, as well as how it is addressing the evolving demands of a hybrid, AI-driven digital landscape, and learn about its commitment to operational compliance and innovative service delivery.
Blog
According to Forrester’s Marketing Survey, 2025, only 21% of marketing leaders report that a “transition from lead-focused efforts to buying groups and opportunity management” is among the most important priorities for their marketing strategy in the next 12 months. But with buyers becoming more autonomous, buying groups increasingly more complex, and customer expectations higher than […]
Blog
On July 2, 2025, intranet provider LumApps announced that it will merge with the Swiss-headquartered frontline employee app vendor Beekeeper. The new combined company is backed by the private equity group Bridgepoint, which had already acquired a majority stake in LumApps in 2024. The combined company has a valuation of over $1 billion. A more […]
Blog
Digital identity, once a dream for seamless global authentication and verification, now fragments along geopolitical fault lines. European companies are tightening ranks and forming alliances. China is sharpening its grip with a view to consumer protection and digital dominance. The US is retreating from federal coordination, citing risks from fraud and abuse. The battle for […]
Blog
We’re seeing some wildly exciting things happening with digital experience platforms (DXPs) that present both opportunities and significant challenges for modern enterprises. They are becoming the backbone of how we connect with customers. To harness these exciting possibilities, technology and business leaders must move beyond just knowing about the trends and instead translate and mold […]
Blog
When I first sat to interview Sandra Loughlin, chief learning scientist and global head of the talent enablement and transformation practice at EPAM, I knew I would learn something new. What I didn’t expect was to be taken on a 30-year journey — one that began long before “skills-based organization” was a buzzword and continues […]
Blog
Most B2B organizations are making investments in intent data, but many still struggle to understand its impact in the sales pipeline. Not only do most experience challenges with leveraging intent in the B2B Revenue Waterfall™, but they also fail to leverage intent data fully across the opportunity lifecycle and the broader organization. By only applying […]
Blog
While most B2B organizations have an established process for evaluating traditional data providers, many have less practice in the evaluation of second- and third-party intent sources. The diversity of collection methodologies, complexity of keyword mapping, and rapid decay of insight value present unique challenges for comparing providers of these data types. Balancing Insight Potential, Data […]
Blog
Find out why Dell’s founder believes that this is AI’s “Model T moment” and that Dell is positioned to be the Ford of the AI era.
Blog
Many enterprise architecture teams are unable to scale their impact or evolve their practices due to a growing skills gap. Learn the three distinct but interconnected dimensions of training that high-performing EA teams invest in.
Blog
Find out how M-Files’ deepening of its partnership with Microsoft will impact customers and the overall enterprise content management market.
Podcast
Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich’s journey towards becoming more customer-focused, emphasizing the importance of empathy, transparency, and reliability in AI applications. From speeding up claims processing to enhancing internal communications, discover how Zurich is leveraging […]
