Media Coverage

Forbes: Forrester Chief Marketing Officer Shirley Macbeth speaks with CX influencer Shep Hyken about how customer-obsessed organizations put their customers at the center of their leadership, strategy, and operations. Read the full article here.

NPR: Sucharita Kodali breaks down causes of a labor crunch in the retail sector and what will happen when consumer demand changes. Read the full article here. Read more from Sucharita here.

Marketplace: In a feature about online grocery shopping, Brendan Witcher describes how stores will likely see the pandemic boost in online sales dip in the coming months, making now a critical time to have delivery “clearly advertised.” Read full article here. Read more from Brendan here.

Marketplace: Alla Valente discusses supply chain and logistics issues surrounding the US’s pledge to send millions of COVID vaccine doses to other countries by end of the month. Read the full article here. Read more from Alla here.

ChannelNewsAsia: Sanjeev Kumar was interviewed for a live broadcast on Asia Now about how Reliance is doing in its battle with Amazon and Flipkart for supremacy in India’s online marketplace. View the full interview here.

Associated Press: J.P. Gownder describes standout features of Microsoft’s Windows 11, the company’s first major software upgrade in six years. Read the full article here. Read more from J.P. here.

Boston Business Journal: The outlet highlights George Colony in a slideshow as one of the few Massachusetts executives to be named one of Glassdoor’s top CEOs in 2021. See the full slideshow here. Read more from Forrester CEO George Colony here.

Bloomberg: Julie Ask discusses the potential of augmented reality for tech and video game companies. Read the full article here. Read more from Julie here.

The Wall Street Journal: Principal Analyst TJ Keitt shares the impact of the pandemic on customer experience and discusses the measures high performing companies embraced to improve Forrester’s CX Index US scores. Read the full article here. Read more from TJ here.

Forrester Chief Sales Officer Kelley Hippler is interviewed by author and award-winning blogger Matt Heinz for Sales Pipeline Radio about Forrester’s business transformation per the launch of Forrester Decisions and highlights stemming from B2B Summit. Watch the full interview here.

Senior Analyst Nick Barber discusses the impact Zoom will have on the workplace post-pandemic. Read the full Marketplace article here. More insights from Nick here.

Associated Press cites Forrester data in an article about the return of in-store shopping: 8% of shoppers return to stores less when they make their purchases in-store, and online shopping will increase to $1.1 trillion in 2023. This article has been syndicated to multiple national outlets in the US, including ABC News, Fortune, Chicago Tribune, MSN, Toronto Star, Seattle Times, US [...]

Forrester analysts comment on Amazon’s deal to acquire MGM. Here are the key highlights: VP, Principal Analyst Sucharita Kodali discusses the impacts of Amazon acquiring MGM with Associated Press. This article has been syndicated to several outlets, including ABC News and US News & World Report. In a separate interview with The Wall Street Journal, Kodali describes how this acquisition will be a “huge [...]

VP, Research Director Glenn O’Donnell speaks to this German business daily and weighs in on IBM’s new chip technology, labelling it “a remarkable achievement.” Read the full article here. Read more from Glenn here.  

VP, Principal Analyst Brendan Witcher discusses how restaurant chain Subway plans to rework its mobile-ordering technology and processes to improve CX. Read the full WSJ article here. More insights from Brendan here.

Principal Analyst Charlie Dai discusses challenges faced by Alibaba’s cloud business as the company’s growth slows. Read the full WSJ article here. More insights from Charlie here.

Principal Analyst Brandon Purcell discusses how Pinterest is utilizing neural network technology to find images and advertisements that will appeal to consumers. Read the full WSJ article here. More from Brandon here.

In this leading B2B marketing podcast, Forrester CMO Shirley Macbeth discusses Forrester’s own transformation story in light of the Forrester Decisions launch.  Listen to the podcast here.

VP, Principal Analyst Sucharita Kodali discusses how online-travel companies are poised to flourish once again as more people get vaccinated and stay-at-home restrictions are lifted. Read the full MarketWatch article here. More from Sucharita here.