Shell Fleet Solutions successfully implemented buying groups to better serve the needs of its customers with cutting-edge marketing programs and enhance support for its internal teams. Join this client webinar with Angela Scaueru and Paul Bloemheuvel from Shell and Vicki Brown from Forrester to discuss best practices for harnessing a data-driven approach to effectively integrate account, contact, and buying group behavioral data.Key takeaways: Hear about Shell Fleet Solutions’ innovative strategies for buying groups.Learn how Shell leveraged account, contact, and buying group behavioral data.See how Shell gained a deeper understanding of customer behavior, improved sales and marketing coordination, and ultimately increased customer value.Target audience level: intermediate
CX leaders are responsible and accountable for the technology that the CX team uses to do its job. Effective CX leaders also align their tech purchases with business goals and connect with the broader tech ecosystem in their organization. In this session, we will explore how organizations are getting the most value from their CX tech ecosystem and discuss the future of CX technology. This conversation will be hosted by Forrester’s Colleen Fazio and Rich Saunders will feature open discussion among participants. Please bring your questions and experiences to share with the group.Peer discussions are available exclusively to Forrester Decisions VIP Leaders and Leader license holders for their own participation.
The CISO is the arbiter of confidence and protection for the business in a world of geopolitical strife and shifting allegiances; regulatory hurdles and changes to AI and tech; quickly emerging and changing technologies in generative AI (genAI); and constantly evolving cybercriminal activity, including deepfakes. In 2025, five threats will affect security teams more than any other: global regulatory disruptions, high-quality deepfakes, tech exuberance over genAI, job loss radicalization, and genAI-driven extortion. Security pros need to prepare in advance.Key takeaways: Global regulatory disruptions: Data-related policies, regulations, and standards are becoming less aligned between domains and across countries.High-quality deepfakes: Attackers are increasingly using deepfakes because of their ability to cast doubt on security, trust in the media, and brand reputation. Deepfakes impact verification and authentication for almost every user group, including customers, business partners, and workforce members.Tech exuberance over genAI: Enterprise adoption of genAI continues to accelerate as models proliferate, training costs come down, and deployment options increase. But tech and security leaders are learning hard lessons about how different models behave — and the work required to make them secure — as new models emerge.Job loss radicalization: A new economic reality has emerged in 2025 with a flurry of activity that saw job cuts to 4% of the US federal government workforce, massive tech layoffs, and job cuts in Europe. Employees who remain after layoffs are not happy.GenAI-driven extortion: Between continued law enforcement disruption of ransomware gangs and enterprises’ greater focus on business resilience and data backups, ransomware became less lucrative for cybercriminals in 2024. Before genAI, stealing data was only so useful — reviewing millions of emails takes far too much time. Now, with genAI, attackers can perform a quick sentiment analysis on troves of stolen data for extortion schemes.Target audience level: intermediate
CX leaders are responsible and accountable for the technology that the CX team uses to do its job. Effective CX leaders also align their tech purchases with business goals and connect with the broader tech ecosystem in their organization. In this session, we will explore how organizations are getting the most value from their CX tech ecosystem and discuss the future of CX technology. This conversation will be hosted by Forrester’s Colleen Fazio and Joana de Quintanilha will feature open discussion among participants. Please bring your questions and experiences to share with the group.Peer discussions are available exclusively to Forrester Decisions VIP Leaders and Leader license holders for their own participation.
Security and risk professionals can use this report to understand the value they can expect from a network analysis and visibility (NAV) vendor and to explore potential partners.
This tool gives CX leaders a structure for assessing and prioritizing internal stakeholders with whom they can partner to accelerate CX transformation.
To support development plans, use the Account-Based Marketing Competency Map to assess each team member’s level of expertise in five key disciplines.
This report highlights CX software buying intentions and habits, with a specific focus on CFM solutions.
Capture your organization’s translation practices in one location to identify opportunities for investment, better alignment, and safer AI practices.
The CX Influencer Tool offers CX leaders a structured approach for identifying and prioritizing potential collaboration partners.