Featured Blogs

Trop d'entreprises investissent dans l'expérience client (CX) pour améliorer ce que leurs clients disent de leurs expériences, plutôt que pour améliorer réellement ces expériences. Au Summit CX EMEA 2025, découvrez comment créer des expériences meilleures et plus significatives qui favorisent la fidélité et la croissance.

At Forrester, we frequently hear from clients struggling with product launches. Common issues include an overwhelming volume of minor launches that fail to make an impact, marketing teams receiving last-minute notifications about launches, or a lack of innovation — often relying on recycled spreadsheets from previous launches. Recognizing that only a quarter of firms employ […]

We’re four months into 2025, and there has been no shortage of volatility to challenge even the most seasoned CX executives. To stay on course, we recommend keeping a ruthless focus on customers while also balancing disciplined spending, change leadership, and risk management. But what has this looked like, in practical terms, for CX leaders? […]

Economists expect inflation to rise again as the cost of imported goods increases and retailers pass these costs on to consumers. Here, we look at the current US GDP outlook for 2025 according to key growth indicators.

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: Consumers don’t care about “hyperpersonalization.” This misguided term is one of my biggest pet peeves. Many […]

We received many questions during our recent webinar on CX metrics. Here, we provide answers while recapping some of the key themes.

Digital adoption platform (DAP) providers have always been at the forefront of integrating automation into workflows, so integrating agentic AI is a logical next step. Learn the agentic AI use cases that DAP vendors are exploring to further boost performance.

You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.

Master security risk management during volatility. Watch this webinar to explore the actions you can take to regain security control.

Shifting buyer behaviors, global turbulence, and tech disruptions are changing go-to-market strategies. Watch this webinar to learn how to focus on stable markets, reduce costs, and adapt to customer needs. See how smart planning can help your marketing team thrive in uncertain times.

We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?” These issues often arise because […]

While we receive many client inquiries on best practices for innovation management, there have been four recurring categories of inquiries lately that dominate our client conversations. Do we still need an innovation team? Clients want to validate their organizational innovation setups against best practices. While most of our clients are operating centralized innovation teams, their […]

Over the weekend, I’ve been taking a break from research and reading someone else’s for a change. I came across the 2025 Supply Chain Earnings Impact Report. It reviews more then 1,000 quarterly earnings reports during the supply chain disruption between between 2019 and 2025 and concludes that enterprises prioritizing technology integration, real-time visibility, and […]

A hands-on exercise with workshop participants at B2B Summit North America revealed interesting learnings for customer engagement leaders and teams.

A coalition of over 40 chief information security officers (CISOs) from leading companies, including Salesforce, Microsoft, AWS, Mastercard, and Siemens, sent a letter to the G7 and OECD, urging them to take action on aligning international cybersecurity regulations. This move signals a strategic shift: CISOs are no longer only responsible for internal controls but are […]

The US government’s SHARE IT Act became law in December 2024, requiring that all custom-developed software be accessed, shared, used, and modified governmentwide. By allowing any federal agency to access and use the code, the SHARE IT Act ensures that the investments in custom-developed software ($12 billion spent annually) are maximized, reducing the need for […]

The recent introduction of US-imposed tariffs has shaken global trade. While economists and financial analysts debate whether this on-again/off-again trade war fits into their model for geopolitical, economic, or supply chain risks, the result is the same: uncertainty and chaos sure to shake up business strategy for the foreseeable future. This new era of volatility […]

The purchase momentum continues for technology service providers (in a slow deals market) in 2025. Find out what this acquisition trend signals where providers are headed overall.

Schneider Electric’s 2025 industry summit focused on data centers and exhibited presentations covering a variety of data center topics, along with a tour of its manufacturing facilities showcasing the company’s production and testing expertise, as well as the following in-depth topics and session: The data center landscape How the rapid growth of generative AI has […]