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What’s interesting about ransomware is that it commoditizes an intrusion directly. There’s no sale of the data, so the valuation is based on loss — the value of the data and interrupted services to the victim organization and its constituents. I

Despite the improvement in Canadian CX quality, not a single brand has managed to rise to the top of our rankings and continue to move upward — the mark of a true CX leader.

I recently had the privilege (not to mention a lot of fun) to participate in a brainstorming session with a large enterprise software vendor and my esteemed colleagues John Rymer, Rob Koplowitz, and Jeffrey Hammond on the topic of low-code app dev. It’s not a well-known fact (but Forrester has been publicizing it for a […]

How do customers judge the quality of experiences? Many firms don't know, which can inadvertently worsen their CX performance.

Chinese banks are vying to offer consumers the best possible mobile experience. We break down what's working and where there's room for improvement.

What is your customer experience to rule all customer experiences? Identify it and move money toward your X1.

To help retailers benchmark their mobile apps and prioritize improvements in a feature minefield, we evaluated 15 retailer mobile apps in the US and Europe to find the best features, functionality, and user experiences.

How To Prepare For The Coming Recession: Become An Adaptive Enterprise Recessions are notoriously hard to predict; even top economists often miss the timing, severity, and characteristics of recessions. Yet rumblings about a 2020 recession are growing louder: 40% of top economists expect the US Federal Reserve to cut interest rates in response to a […]

There's been a lot of buzz about advertising and blockchain. So, what's hype and what's real? Find out.

If a picture is worth 1,000 words, then what is a video worth? 100,000? 1 million? The human brain processes video 60,000 times faster than text, so that’s a whole lot of words. B2B buyers are wired to deal with visual information and to remember stories. Reading large blocks of text is the type of […]

Many organizations, particularly in North America, think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client. In a session about contact center trends, I mentioned […]

More than 500 B2B marketers told Forrester that their company’s website is the most effective demand generation tactic for building awareness and increasing consideration.[i] This same study shows that B2B websites surpass digital advertising, search engine optimization, sales enablement, partner enablement, or events for early-stage demand-gen effectiveness. This means your website is likely to be […]

Security and risk leaders consistently rank compliance with global privacy regulations as one of their top three challenges. To help them, Forrester periodically updates our map of global privacy rights and regulations. We released our 2019 version today. This year, we included 61 countries, adding Kuwait, the Philippines, Qatar, Saudi Arabia, Sri Lanka, the United […]

On June 18, Facebook officially launched its Libra cryptocurrency project, which aims to leverage blockchain technologies to create a new stable cryptocurrency backed by a basket of fiat currencies. Facebook says its aim is to enable accessible and affordable digital payments for billions of people, including un-/underbanked people across the world. It aims to make […]

As the saying goes, if we waste now, we might want it later and regret the waste. Well, it’s even worse than that in the global food system. We waste now, and we want it at the same time. One of the paradoxes around food is that we have both too much and too little […]

It's not just the minimalist design. It's not just the products in millennial pink. DTC is winning because it caters to customers' contradictory impulses around decision-making.

On the outside: Social media’s total global advertising spend is expected to balloon to $110 billion by 2022 (with Facebook taking 75% of the global spend market). Social networks are happy. Investors see dollar signs. Marketers feel justified in their spending. On the inside: Social media’s underbelly conveys a picture of turmoil. Consumers can’t quit […]

  Agencies’ creative perspective, the very currency of the business, is at risk and can only be realized by shifting billions from tech to fund creative differentiation. “The value of agency creativity is at risk of disappearing.” The marketing industry is woefully out of balance, from agency/client relationships to new business requirements and compensation. The […]

For federal agencies, customer experience improvement leads to mission success and more efficient use of taxpayer funds. Read how to kick-off a CX transformation journey.