Danger! Obstacles Ahead! Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases. Regardless of how much distance you have covered on your transformation journey, how many projects […]

In this blog, I look at digitizing an employee experience for both the benefits of sustainability and accessibility. While digitization is relatively easy with a broad technology landscape, making changes for sustainability or accessibility is much harder to do.

At the Atlassian Unleash event in Amsterdam, the focus was on using AI to improve developer experience. Learn more in this review.

Wow, what a wild ride 2023 turned out to be for India, right? We got a spanking new Parliament, nailed space missions, successfully organized the G20 Summit, and even saved people stuck in a tunnel! Then elections buzz and a near miss at winning the ODI World Cup got us all worked up in Q4. […]

In 2024, generative AI will find its way into many initiatives across companies in India. Read our top five India technology predictions for 2024 here.

Learn three key lessons from our partnership with Women in Security and Privacy (WISP) in sponsoring attendees at our Security & Risk Forum.

Big changes have started to ripple through Cisco as it slims down one of the industry’s largest routing, switching, and wireless product portfolios. Learn more about its updated networking strategy.

As technology continues to evolve, so does the future of operations. Advancements in natural language processing and deep learning will make AI-driven operations and agile knowledge management even more intuitive and human-like.

Learn our key takeaways from Bizrate Insights’ aggregated 2023 holiday surveys.

Gain a better understanding of content engagement.

The scuttling of their own deal won’t be the end of the Adobe-Figma story: The next chapter must be about close partnering instead.

Learn key takeaways from the 2023 Berkeley Business Analytics & AI Summit, which had the theme of “Analytics, AI, and Society: Towards a Wiser World?”

The past year was an exciting one for the sales technology market. Here are some of the highlights, along with a look ahead to 2024.

Get a preview of our new report on the top 10 technology infrastructure trends of 2023 in this blog which lists out four of the trends.

Take a look at the top 10 US retailers in 2022 based on total retail sales and e-commerce sales.

A recent trip to see Charles Dickens’ “A Christmas Carol” leads to considering the past, present, and future of revenue operations ...

2024 promises a better tech spend outlook for Europe — Forrester forecasts that European tech spend will bounce back to grow 5.1% in 2024, almost double its rate in 2023.

I’m approaching two years in my role here at Forrester, where I serve as a strategic advisor and thought partner to senior customer experience (CX) leaders. As a long-time CX practitioner and enthusiast, it’s been inspiring to be part of the “extended team” across such a diverse set of brands and industries. While no two […]

A client recently asked me to list the root causes of localization quality problems. The length of the list surprised them! Localization — making your content, apps, products, and other experiences appropriate for a locale — is critical to global market penetration. It’s also a highly technical process that is entwined with all of your […]