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Blog

CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded

TJ Keitt August 19, 2019
You can’t create a good experience if you don’t understand how the customer describes success.
Video

The Future Of Insurance

Jeffery Williams August 14, 2019
Three central themes will define the quickly evolving future of insurance.
Blog

Business Gets Personal: Why Executives Cannot Decouple Individual Values From Company Values

Anjali Lai August 9, 2019
Alignment between company values and executive’s values drives business growth. What does misalignment cause? Just ask Equinox and SoulCycle.
Blog

Customer Effort: How To Measure It Right

Maxie Schmidt August 8, 2019
How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort. My new report explains why and gives suggestions for improving customer effort […]
Blog

Translating Security For Small Business

Chase Cunningham August 8, 2019
This week is Black Hat — the annual Hacker Summer Camp, as many folks call it. And this year is the first year in 14 years I haven’t been there. This year, I intentionally took an opportunity to punt on Hacker Summer Camp. Why? I had an invite to speak to a group of small-business […]
Video

Zero Trust In Action

Chase Cunningham August 8, 2019

Video

Apple Card Will Be Popular — Here’s Why

Alyson Clarke August 7, 2019
Apple Card has the right mix of benefits to entice consumers. Learn why.
Blog

Infrastructure Automation Platforms: Coopetition At Its Fiercest

Chris Gardner August 7, 2019
Why Infrastructure Automation? I used to kid around with my research director, Glenn O’Donnell, that my previous Forrester Wave™ evaluation on configuration management was the “Wave no vendor wanted to be in.” The term, while valid, is old. Further, configuration management is one part of a larger infrastructure automation story. This led to an interesting […]
Blog

Top Security Technology Trends In 2019: Transforming The Future Of Work In Security

Amy DeMartine August 7, 2019
Walk the show floor at any security event, and you will be inundated with a multitude of purportedly cutting-edge and disruptive security technologies. When every vendor claims that their solution is unique, and that no security program would be complete without it, how do you cut through the noise to pinpoint what you must pay […]
Blog

Security & Risk 2019: Cybersecurity’s Staffing Shortage Is Self-Inflicted

Joseph Blankenship August 6, 2019
Current projections show that we will have nearly two million job vacancies in the security sector by 2022. However, this is a problem of our own making. Fixing this will require changes to the way we hire, train, and retain security pros.
Blog

Invisible Robots In The Quiet Of The Night — See The Video

Craig Le Clair August 5, 2019
I thought it was about time to post something on the recently published Forrester book, Invisible Robots in the Quiet of the Night. As you might expect, it is full of data from Forrester and others. But it’s also rich with stories of people whom automation has affected both positively and negatively — the machinist, […]
Blog

CEOs Own Software Competency — And The Structure Of Innovation Delivery

Randy Heffner July 30, 2019
World-class innovation delivery requires weaving together three foundational realities: “Software is eating the world.” Marc Andreessen famously said this in a 2011 essay in The Wall Street Journal. It was true then, and it’s all the more true today. Whether your firm is disrupting markets or playing catch-up, every major business activity and strategy requires […]
Blog

CX SF 2019: Do You Understand Your Customers’ Reality?

Kelly Price July 29, 2019
Customers’ perceptions arise when they assign meaning to stimuli — like the color of a button in an app. The meaning that customers assign depends largely on their context. Learn what this means for CX pros.
Blog

Amazon Has “Destroyed The Retail Industry”: True Or False?

Sucharita Kodali July 29, 2019
Has Amazon destroyed retail or does it help SMBs? We review the facts surrounding the new antitrust investigation.
Video

Are Outdated Core Applications Holding You Back?

Diego Lo Giudice July 29, 2019
Customer journeys rely on core, back-office tech. To realize ROI with digital, modernize your core.
Blog

IoT And Blockchain: Are We There Yet?

Paul Miller July 26, 2019
Why are IoT + blockchain success stories still so hard to find?
Blog

The Future Of Work Is An Adaptive Workforce

J.P. Gownder July 25, 2019
Adaptive enterprises have a distinct advantage over their competitors. To begin your transformation, start with your workforce. Learn more.
Blog

A Pragmatic Guide To Brand Value

Dipanjan Chatterjee July 22, 2019
Brand plays a significant role in whether a customer buys your product. It’s part of your firm’s financial value. Learn how to calculate the value of a brand.
Blog

Prioritize Customer Value, Not Just Customer Experience

Shar VanBoskirk July 18, 2019
Eighty percent of marketing decision makers say that improving their customers’ experience is their top priority (it falls second place to “grow revenue” in popularity — 87% of marketing leaders call that their top imperative), yet our research shows that customer experiences (CX) aren’t getting better — even though there seems to be increased emphasis (and […]
Blog

Tap Consumer Energy To Drive Sustainable Innovation In Singapore

Anjali Lai July 18, 2019
Singapore is recognized as one of the world’s most innovative hubs and as an innovation powerhouse in Asia: The 2018 Global Innovation Index ranks Singapore as the fifth most innovative market out of 126 global economies analyzed, and Singapore’s recently launched S$1 billion innovation fund establishes innovation as a key lever to economic growth and […]