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Blog

Think Adaptive For The 2020s

Brian Hopkins May 11, 2020
In 2020 successful businesses will focus on proactively adapting and shape-shifting as events unfold. Forrester's adaptive strategy provides a framework for short-term and long-term success.
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How The COVID-19 Crisis Will Impact Marketing Spend Between Now And 2022

Shar VanBoskirk May 8, 2020
The COVID-19 crisis has upended CMO priorities and budgets. Wondering what to plan for now? Read our forecast.
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Future Of Retail 2020: Retail Marketers Face Privacy And Data Ethics Regulations

Fiona Swerdlow May 7, 2020
Forrester retail industry analysts provide insights on how privacy and data ethics regulations will affect retail marketers.
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Take These Three Steps To Build Your CX Improvement Business Case

Judy Weader May 7, 2020
Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.
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Why Now Is The Perfect Time To Negotiate Cost Reductions With Software Vendors

Mark Bartrick May 5, 2020
Worker layoffs and furloughs aren’t the only way to quickly reduce costs. Here’s how to start conversations with your vendors today.
Blog

Dive Into Moments-Based Marketing At CX North America

Joe Stanhope May 5, 2020
To bring moments-based engagement to life, marketers will need a new approach to recognize and act on moments and new planning techniques to establish balance between moments and campaigns. To pull it off, they’ll need the data and technologies that can turn signals into insights and to identify the moments that matter and deliver interactions precisely at the right time.
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COVID-19 Accelerates Digital Adoption For European Consumers And Businesses

Martin Gill May 5, 2020
Six things B2C marketing leaders in Europe should build into their pandemic response strategies.
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Modern B2B Buyers Expect To Be Treated As Partners, Not Targets

Steven Casey May 4, 2020
To successfully navigate the shifts in B2B buying behaviors, organizations must chart a course based on a more strategic understanding of the relationship between buyers' expectations and specific offerings.
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Five Ways To Make Your Thought Leadership Content Stand Out When The Whole World Is Turning To Digital

Christine Brozek April 29, 2020
With much of the business world working remotely due to COVID-19, reaching potential buyers through digital channels is now critical to B2B marketing success. But with everyone doing “virtual” everything, how do you cut through the noise to engage your target audience?
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Commerce Tech “Inspired Individuals” Band Together To Save Small Businesses

Emily Pfeiffer April 29, 2020
A brand new organization is helping small businesses move online fast to make it through the pandemic.
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Lenders: Speed Up Access To Small Business Loans

Zhi Ying Barry April 27, 2020
Whether small businesses survive in the next few months depends on what lenders do right now. But they're struggling to underwrite and disburse loans at speed that will give small businesses the access to the working capital that they desperately need. Learn what lenders can do.
Blog

Managing Your Company Through The Coronavirus Pandemic

George Colony April 20, 2020
To navigate the next stage of the coronavirus pandemic, governments and companies must design and enforce Pandemic Management Protocols (PMPs) — a set of procedures and processes by which people will go to the office, go to school, congregate in public, eat in restaurants, travel, and move without causing unmanageable new outbreaks of the virus.
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Entering The New Normal: How To Safely Bring Your Workforce Back

Stephanie Balaouras April 20, 2020
New Pandemic Management Protocols provide guidance on how to bring employees back to work safely and effectively.
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The Drop In Consumer Energy Is Decelerating

Anjali Lai April 16, 2020
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index.
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Summit 2020: AI Can Heighten Your Senses, But Don’t Let It Reduce Your Common Sense

Caroline Robertson April 16, 2020
Artificial intelligence can help marketers fulfill their mission of influencing prospects and clients. But using these tools well requires keen human judgment.
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Go Beyond Surveys To Measure CX

Maxie Schmidt April 15, 2020
Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.
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Executive Crisis Tracker

Keith Johnston April 14, 2020
The ongoing Executive Crisis Tracker survey takes the business pulse of executives by rapidly collecting and sharing data about how companies are experiencing, managing, and planning for the coronavirus crisis at work.
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If You Want To Deliver A Great Customer Experience, Start By Attracting The Right Customers

Harley Manning April 13, 2020
Focus on attracting customers who will find the experience your firm offers extremely compelling. Otherwise, marketers will shovel prospects in through the front door while customer experience (CX) professionals watch dissatisfied, one-and-done customers flow out through the back door, never to return.
Blog

Summit 2020: Selling On B2B Marketplaces

Allen Bonde April 12, 2020
Online marketplaces offer advantages to B2B sellers. Yet success requires a thoughtful approach. Read a few of the key questions to consider in this Forrester SiriusDecisions Summit session preview.
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We’ll Be Your Guide To Customer Journeys At CX North America

Mary Pilecki April 10, 2020
Discover how to orchestrate excellent customer journeys across an increasingly complex system of touchpoints at Forrester's CX North America. Here's a sneak peek of our customer journey sessions.