promoted

Next year, the biggest challenges to the cybersecurity industry will come from outside forces. In 2019, geopolitical trends will reintroduce old enemies and escalate issues of cyberespionage and sabotage. As criminals follow the money — as they are wont to do — they will use emerging technologies to go after commerce in a BIG way. […]

2018 was a tumultuous year for privacy: The GDPR went into effect, California passed its Consumer Privacy Act, Equifax revealed the largest consumer data breach to date, and Facebook disclosed separate incidents of data misuse and a massive data breach. Amidst this whirlwind, consumers aren’t waiting on the sidelines — Forrester data shows that 79% of […]

While playing the role of parent, I find that I trot out old tropes like “apply the rules,” “start with the basics,” and “don’t get ahead of yourself” when helping my kids with their homework. And I find that I get into some of the same conversations when I have the opportunity to engage with […]

Customer experience (CX) was at the forefront of CMOs’ minds in 2018. They shifted ad budgets (under siege thanks to trust and transparency issues) to even more technology and CX initiatives. Good news: The focus is creating more emotionally resonant and useful brand experiences such as Disney’s MagicBand. Bad news: The competitive advantage these experiences […]

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row. And what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in […]

Today, my team published Forrester’s predictions for the cybersecurity industry in 2019. We listed five key trends that we think will impact the industry over the next 12 months. Here is my take on how three of these trends will play out in the European cybersecurity market: Economic espionage in Europe will increase due to […]

This week, India’s key eCommerce firms — Flipkart, Paytm Mall, PhonePe, ShopClues, and Swiggy — posted combined losses of ₹6,445 crore (US$970 million) for the 2017–2018 fiscal year. We expect this to worsen in the coming years as companies scale up rapidly to capture market share. Forrester sees the following trends coming in the Indian […]

We recently published the “The Forrester Wave™: Global Merchant Payment Providers, Q4 2018” report, which identifies the 11 most significant global payment vendors that can help enterprise merchants with their omnichannel efforts. The report includes assessments of ACI Worldwide, Adyen, Chase Merchant Services, CyberSource, Elavon, First Data, Ingenico Group, Paysafe Group, Wirecard, Worldine, and Worldpay […]

Automation, AI, and robotics have risen to the top of the CIO agenda, but the road to realizing business value with these technologies is long and winding. Organizations that succeed with these technologies make numerous investments in prerequisites, which Forrester encapsulates in a model called RQ, the robotics quotient. We’ve just released a new report […]

This blog post is part of Forrester’s Holiday 2018 retail series. By now, you have laid out plans for your holiday sales season in hopes of exceeding customer expectations and sales targets. This includes updates to your websites and mobile apps, reward programs for your loyal customers, and adjustments to ads and sale prices as the […]

(By Carl Doty at Forrester Research and Nader Ghaffari at Venture Scanner) Successfully engaging with the startup community will not only give corporations a competitive advantage but can also mean the difference between future relevance or demise. As a result, corporations of all sizes are launching innovation programs. The corporations’ objectives are chiefly to understand […]

Yesterday, IBM announced its intention to purchase Red Hat for $34B. Assuming a successful transaction, this acquisition blends hybrid cloud and open source synergies: Both companies target hybrid cloud from different angles; Red Hat provides a compelling middleware environment with OpenShift, while IBM supports enterprise customers with monolithic and even mainframe support in its cloud […]

This blog post is part of Forrester’s Holiday 2018 retail series. With Black Friday less than a month away, it’s only a matter of time before holiday promotional activity reaches a fever pitch. But for many consumers, the holiday shopping season brings with it an intense mix of emotions. For some, it’s their favorite time […]

In the spirit of Halloween, I’m going to write about the bogeyman of almost every industry out there: GAFA. In the last few years, I have answered many versions of the same question: what will Google (insert Apple/Facebook/Amazon) do to us (insert financial services/healthcare/retail/media)? This fear is grounded in some reality. All four firms are […]

“Love and marriage, love and marriage They go together like a horse and carriage This I tell you, brother You can’t have one without the other” – Frank Sinatra The New Yorker once wrote of Sinatra that “he sounds the way you would sound if you could speak the things you feel.” In my line […]

As our research has shown, most companies today have pretty immature innovation efforts, and one of the biggest holdbacks is their corporate culture. Sadly, most humans fear change, and thus this mentality can keep you from being a driver of market shifts. And overcoming this issue can take years. Want to go faster? Focus first […]

There is ample evidence that improving employee experience leads to better business results. Briefly, firms that improve employee experience find that they get better work performance and more discretionary effort from employees.[i] Discretionary effort makes companies more effective and efficient, according to this study published in Harvard Business Review.[ii] Better employee experience also leads to lower employee turnover […]

Your organization faces two powerful trends: The growing pressure of regulatory requirements on data protection that are emerging worldwide. The increasing awareness of privacy rights, which causes customers to take action in their relationship with businesses. You can choose to focus on compliance at the minimum possible cost, playing catch-up with regulators while delivering mediocre […]

Sending malicious payloads and packets is no longer the standard in threat operations. In today’s world of massive social media presence and influence, malicious actors can bring an organization to its knees — 280 characters at a time. This isn’t an attack on your infrastructure but an attack of computational propaganda aimed to shape a divisive […]