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Insights
Blog
CX SF 2019: Don’t Claim A Good CX Until Customers Say They’ve Succeeded
You can’t create a good experience if you don’t understand how the customer describes success.
Video
The Future Of Insurance
Three central themes will define the quickly evolving future of insurance.
Blog
Business Gets Personal: Why Executives Cannot Decouple Individual Values From Company Values
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
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
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
Apple Card Will Be Popular — Here’s Why
Apple Card has the right mix of benefits to entice consumers. Learn why.
Blog
Infrastructure Automation Platforms: Coopetition At Its Fiercest
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
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
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
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
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?
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?
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?
Customer journeys rely on core, back-office tech. To realize ROI with digital, modernize your core.
Blog
IoT And Blockchain: Are We There Yet?
Why are IoT + blockchain success stories still so hard to find?
Blog
The Future Of Work Is An Adaptive Workforce
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
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
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
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 […]