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Insights

Blog

Nike Is Setting The Standard For Omnichannel Loyalty In Every Industry

Emily Collins December 23, 2019
Shifting from treating loyalty as a standalone marketing practice to weaving it into the entire customer experience is hard. Learn how Nike gets it right.
Blog

AI Is A New Kind Of Creative Partner

Thomas Husson December 20, 2019
It's not about machines taking over. Rather, it’s about using intelligent technology to augment humans' capacity to create and execute ideas.
Blog

The Culture Of An Organization Defines Its Destiny

Dan Bieler December 20, 2019
Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.
Blog

Just How Much Do Design And Data Science Collaborate?

Andrew Hogan December 18, 2019
Findings from our recent survey show that there's room for improvement.
Blog

B2B Sellers: Marketplaces Are Here — Are You Ready?

Allen Bonde December 17, 2019
Business-to-business buyer behavior is changing as the options and tools available to buyers expand. Sellers, learn how you can capture growing demand.
Blog

Decade Retrospective: Cybersecurity From 2010 To 2019

Jeff Pollard December 17, 2019
From the Intel-McAfee deal to the Sony Pictures breach, VP and Principal Analyst Jeff Pollard reviews the past decade’s cybersecurity highlights and lowlights.
Blog

The Right Way To Prioritize Customer Experience Projects

Harley Manning December 16, 2019
Prioritizing CX projects can be relatively easy — if the CX team sets up its measurement program to populate a simple but effective prioritization model.
Video

Beyond ERP: How Digital Operations Platforms Make Or Break The Customer Experience

Liz Herbert December 15, 2019
Strong customer-facing experiences are fruitless until you tie them to back-end operations. Learn how new digital operations platforms (DOPs) will bring enterprise experiences to levels ERP never could.
Blog

Do You Recruit Bad Employees As A Matter Of Policy?

Amit Bhatia December 10, 2019
No organization purposefully recruits bad employees. But a bad employee experience can turn any worker into poor performer. Learn more.
Blog

Why Mental Health Needs To Be On Every Company’s 2020 Agenda

Arielle Trzcinski December 9, 2019
Lack of access to mental health services costs employees and employers a lot. Discover three ways to foster better employee mental health.
Blog

The One-Sentence Business Case For Customer Experience

Harley Manning December 9, 2019
Almost all CX professionals make the same exact mistake when asking for money. Discover what it is and how to avoid it by using a one sentence business case.
Blog

2020 Marketing Trends

Thomas Husson December 6, 2019
VP and Principal Analyst Thomas Husson shares five predictions expected to impact CMOs and B2C/B2B marketers in Europe in 2020.
Blog

Retailers: Make Your Website Accessible Or Leave Money On The Table

Gina Bhawalkar December 4, 2019
Only a tiny fraction of websites get accessibility right. Learn how to ensure your online experience doesn't freeze out would-be shoppers.
Blog

How To Prove That Fixing Customer Experience Problems Cuts Costs

Harley Manning December 1, 2019
Learn a simple method for achieving financial results with CX.
Blog

Finding “Friendlies” And Other Tips For Data Insights Leaders

Jennifer Belissent, Ph.D. November 28, 2019
Learn how to build a broader data and analytics community in your organization by identifying "friendlies.” 
Blog

The US Federal Customer Experience Remains Weak And Uneven In 2019

Rick Parrish November 25, 2019
Federal agencies are struggling with CX, despite a mandate from the White House. Uncover key areas where improvement could make an impact at your agency.
Blog

Enterprise Security Vendors Need An Infusion Of Open Source Culture

Stephanie Balaouras November 21, 2019
Forrester VP and Group Director Stephanie Balaouras reviews the infusion of an open source development mentality in IBM Security and the impact on the broader security ecosystem.
Video

Hot DAM! Top Vendors In Our Forrester Wave™

Nick Barber November 20, 2019

Blog

Millennials Talk But Show Little Wallet, While Boomers Put Their Green To Work

Anjali Lai November 19, 2019
Sustainability matters to younger consumers — but Baby Boomers are more likely to use their values to guide their purchasing.
Infographic

Marketing’s Customer-Obsession Paradox

Melissa Parrish November 18, 2019
In their embrace of new tools and tactics, marketers have at times lost sight of the people they aim to connect with. It's time to take a step back and revisit core assumptions.