Featured Blogs

The IT services industry is often overlooked, even though it captures more than a third of annual global tech spend — some four times the annual spend on computer equipment. Forrester forecasts that by 2028, annual spend on IT services will reach $2 trillion.

Forrester announces the opening call for our annual Security & Risk Enterprise Leadership Award. This award recognizes organizations that have transformed the security, privacy, and risk management functions into capabilities that fuel the organization’s long-term success. Learn more about the award and how to apply here.

Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offers his perspective as a former Forrester analyst-turned-practitioner.

The US Federal Trade Commission (FTC) recently released a proposed final ruling banning employers from executing noncompete agreements for nearly all employees — excepting only “senior executives” — and requiring them to notify employees that they’re no longer bound by existing noncompetes. Find out why this could be a unique EX opportunity.

Buyer expectations for immediacy, relevance, and instant gratification have carried over from B2C to B2B and been amplified with Millennials and Gen Zers comprising more than half of the modern workforce. From their consumer interactions, digitally savvy B2B buyers are aware that they’re signaling their interests through their behavior, content consumption, and social interactions. In […]

B2B organizations must know their buyers, anticipate their needs, and empower them with each interaction — or lose to providers that do. Signals help transform the way we interact with our audiences across functions, disciplines, and interaction types, helping B2B organizations deliver contextual interactions with immediate value throughout the customer lifecycle. Check out these sessions […]

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

Consumers aren’t sold on the DOJ’s argument that Apple is an anticompetitive monopoly against which action should be taken. Find out why.

Struggling to decide which security conferences to attend? To help you make an informed choice as conference season approaches, Forrester analyzed the content of eight leading security conferences from 2018 to 2023. Get a preview of that analysis here.

The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how. When I advise Forrester’s clients on how to think about their customer experience […]

In 2022, Forrester launched the tech insights and econometric research (TIER) series to provide technology executives with valuable reports on the key economic drivers that enable them to make informed decisions and drive customer value with technology. Recognizing that public sector and government entities have unique needs, we have introduced our initial series of public […]

This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.

Read on to explore Forrester’s take on the top digital CX and design trends to watch for in 2024.

To truly unleash the potential of AI, there needs to be a fundamental shift in how we infuse AI into customer service. Learn more in this preview of our upcoming CX Summit APAC event next month.

Devices such as Apple’s Vision Pro leverage computer vision to mix the digital and physical worlds. Learn four trends that are accelerating the adoption of computer vision applications today.

Industry CRMs are highly verticalized solutions. Despite their value, companies are slow to adopt them. Learn why you should consider them.

What is creative pollution and how can organizations avoid it? Find out in this preview of a new report on brand AI models.

How will RPA platforms stay relevant in an era of generative AI? Get six ways and a detailed timeline of the of the progression of automation tools in this post.

There's no one-size-fits-all playbook design because every organization is unique. Yet there is a process you can follow.