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Insights
Blog
Just How Much Do Design And Data Science Collaborate?
Findings from our recent survey show that there's room for improvement.
Blog
B2B Sellers: Marketplaces Are Here — Are You Ready?
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
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
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
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?
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
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
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
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
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
Learn a simple method for achieving financial results with CX.
Blog
Finding “Friendlies” And Other Tips For Data Insights Leaders
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
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
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.
Blog
Millennials Talk But Show Little Wallet, While Boomers Put Their Green To Work
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
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.
Video
Google Makes Moves Into Banking: Should Banks Be Worried?
Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.
Blog
Facebook Has The Scale To Build A Strong Payments Business But Not The Consumer Trust
Only 5% of US online adults polled say they would trust Facebook to provide digital payment services, well below Amazon, Apple, and Google. Here's what digital businesses need to understand about Facebook Pay.
Blog
Three Key Factors That Drove Alibaba’s 2019 Singles’ Day Success
Another year, another successful Singles' Day for Alibaba. Read how it generated a staggering $38.4 billion in online GMV on November 11.