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“AI” is shorthand for an ecosystem of technologies. We’ve created a chart that explains components of AI and how they may apply to healthcare uses cases.

We put ourselves to the test: Did our 2019 predictions for CIOs hit the mark?

What will your humans do in an automated workplace? Principal Analyst Sam Stern explains three principles for seamless human-machine collaboration. Watch now and learn more at CX NYC June 11-12.

Among a series of updates unveiled at Facebook’s F8 Developer Conference on Tuesday, Mark Zuckerberg echoed a common refrain: The future is privacy. Fresh memories of Facebook’s mistakes and looming fines are not the only reasons why Zuckerberg’s refrain is relevant; in this cultural moment, consumers are clamoring for brands that build community around specific […]

In the last few years, biometric technologies from fingerprint to facial recognition are increasingly being leveraged by consumers for a wide range of use cases, ranging from payments to checking luggage at an airport or boarding a plane. While these technologies often simplify the user authentication experience, they also introduce new privacy challenges around the […]

If you’re among the fifty percent of marketers that prioritize “improving customer experiences” over other marketing initiatives or among the majority of marketers that cut agency fees and scope, you may be desperate to differentiate from your competitors. Growth From Improving Customer Experience Sputters The customer experience agenda is stalling. Forrester’s Customer Experience Index (CX […]

More than six months have passed since I wrote Forrester’s predictions 2019 report for distributed ledger technology (DLT, AKA blockchain). In the blockchain world, that’s ages ago. As I keep being asked how those predictions are shaping up, and having just attended two excellent events in New York, now’s a good time to take stock. […]

Is ultrafast shipping really what retail customers want? Although Amazon's recent announcement indicates yes, the story isn't so simple.

To help retailers and brands in 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke with J. P. Gownder about how automation will affect retailers in 2019. Next, Claudia interviewed Harley Manning, VP and research director of Forrester’s customer experience (CX) team, about his […]

With millions of rabid fans tuning in and turning out to watch these spectacles unfold in real time, customer insights pros are met with a tremendous opportunity to create meaningful moments of engagement for their fans using data and analytics.

A Tech-Driven Transformation Payoff In The Face Of Food Quality Issues Chipotle is in the midst of a food quality turnaround and a digital business transformation payoff. The company has invested in technology-driven innovation and an adaptive model leveraging point-of-service store systems, mobile ordering, food delivery (via DoorDash), and loyalty (a few months old and […]

Large corporates and startups seems like a match made in heaven. The former have the customer base, budget, and scale that the latter crave. And startups bring speed and agility and can help enterprises experiment with emerging technologies and business models. There’s even a whole industry of matchmakers — platforms and accelerators that aim to […]

How did our 2019 healthcare predictions stack up? Read to find out what’s happened, and what’s still to come.

Our 2019 B2C Marketing predictions hone in on the impact of rising customer power. Forrester has been evangelizing the age of the customer for a decade, but the message is approaching a crescendo. This year, we called that consumer desire for better data control, better experiences (especially in social), and better connections to their values […]

At the SiriusDecisions 2019 Summit on May 5–8 in Austin, Texas, I will join two of my new colleagues from SiriusDecisions, Service Director Matt Senatore and Senior Research Director Bob Peterson, in presenting our POV on the future of account-based marketing (ABM). I have to say that, prior to Forrester’s acquisition of Sirius, I was […]

Years into the digital era, we see many companies that haven’t invested enough in modernizing their core. The so-called back office and other operational systems can seem disconnected from goals such as innovation and experience — but they are intricately linked. A legacy, monolithic core hinders innovation, growth, and employee and customer experience. For example, […]

After delivering talks at several recent industry events and having a wide range of discussions with digital leaders, it’s clear that organizations are becoming increasingly pragmatic when it comes to digital. They are getting back to basics and looking to deliver small, manageable chunks of innovation. They are also tossing aside their digital road maps […]

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect retail for our series: “Applying 2019 Predictions To Retail.” Recently, Claudia interviewed J. P. Gownder, VP and principal analyst on Forrester’s CIO team and an expert in automation technologies. Here’s what J. P. thinks retailers and brands should expect […]

To help retailers and brands plan for 2019 and beyond, Claudia Tajima and I are interviewing our Forrester peers to discover how their 2019 predictions will affect the retail industry.