Podcast
Angelina Gennis and Martin Gill sit down with Joana de Quintanilha, VP and principal analyst, to explore how companies can go beyond fixing broken experiences and cocreate breakthrough value with customers. Joana highlights actionable strategies and creative techniques, as well as how to strike the balance between data-driven insights and imaginative thinking to supercharge your customer journeys.
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The past 12 months have seen a noticeable decline in the number of CMOs in the Fortune 500. While economics is partly to blame, we're witnessing a deeper transformation for marketing leaders.
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Demand for new AI-driven capabilities is surging, creating unique problems for technology leaders. Find out how an AI-enabled digital employee experience (DEX) strategy can help in this preview of our upcoming Technology & Innovation Summit North America.
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A recent Forrester survey found enterprises with IT finance teams reporting into an IT org were 18% more likely to have high visibility into tech spend than those where IT finance reported into a finance org. Get four tips on how to encourage this embeddedness in your organization.
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Healthcare organizations face constant pressure to improve clinical outcomes and workforce retention amid budget constraints and market volatility. Our new research aims to help them prioritize the technologies that will have the most impact today.
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The average US online adult has more than four monthly subscriptions, according to Forrester’s 2024 data. Subscription companies have room to improve what they provide their customers.
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The era of piecemeal, siloed government technology procurement is giving way to a strategic sea change. Learn why fragmented, agency-by-agency deals are being replaced with massive enterprise-level contracts designed for transformational impact and what it means for government tech leaders.
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Learn the implications of the new Zero Trust Portfolio Management Office and Chief Zero Trust Officer in the US Department of Defense.
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AI is being marketed as a technology that will transform customer service for the better, but results are lacking. Here’s why.
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Discover why B2B leaders must understand the current state of people and workflows in content before moving forward with investments in generative AI for content creation.
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The third-largest cybersecurity M&A deal in history makes sense in some respects, but the track record on mega security and identity tie-ups is incomplete and unproven.
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Generative AI, signal loss, regulation, and macroeconomic volatility are colliding to give rise to a new era that threatens the viability of open web publishers’ business models. I’m excited to join Forrester as the B2C marketing team’s newest adtech analyst to help clients navigate it all.
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The financial services industry learned from the COVID era that a crisis presents opportunities to deliver value to customers, as well as build trust and deepen relationships. Learn how leaders can achieve these aims.
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Meta is hopeful that superintelligence will empower people and not replace large swaths of society. Is that realistic?
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Microsoft’s move to gradually retire password management capabilities in its Authenticator application will have three immediate effects.
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Learn how Club Med designed, implemented, and continuously refined its conversational AI strategy — starting with a WhatsApp chatbot in Brazil.
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CIOs questioning whether hyperscale cloud providers can deliver on their AI promises should follow the money. The numbers tell the story.
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While generative AI’s adoption curve has been steep and accelerated, propelled by its immediacy and accessibility, the move to agentic AI is far less straightforward.
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Vulnerability management is undergoing a seismic shift. The risk-based prioritization from vulnerability risk management (VRM) has combined with attack surface management (ASM) to form exposure management and continuous security testing — two emerging practices that prioritize visibility and prioritization over remediation and response.
Podcast
Originally episode 283, this recording focuses on how American Express evolved their VoC program. Show Notes: Originally episode 283, this recording focuses on how American Express evolved their VoC program. Luis Angel-Lalanne, VP of Customer Voice at Amex, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in […]
