No Testing, No AI; LVMH Acquires Tiffany & Co.; US Federal CX Index

No Testing, No Artificial Intelligence

Examples of AI gone wrong threaten to discredit the technology’s value. The solution is better testing of AI-infused applications. Vice President and Principal Analyst Diego Lo Giudice explains.


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LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match

LVMH is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). Analyst Michelle Beeson explains why the deal makes sense for both parties.



The US Federal Customer Experience Remains Weak And Uneven In 2019

The White House requires federal agencies to “provide a modern, streamlined, and responsive customer experience across government, comparable to leading private sector organizations.” However, Forrester’s 2019 US Federal CX Index™ shows that federal CX remains poor overall.



Victoria’s Secret’s Cautionary Brand Tale: When Intimates Fail To Be Intimate

The cancellation of the annual Victoria’s Secret Fashion Show reveals a curious vacuum where brand building should be. For brands in a rut, embracing how humans make decisions and evolving brand measurement can be key to improving brand experience.


CX Certification

Vision. Business Case. Execution. Learn to succeed at all aspects of CX with CX certification. Ignite the spark of business transformation to support new growth, gain professional recognition, and join an expert community of practice.

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The Ambiguity-Laden March Toward People-Centric Design

We’ve gotten used to adapting to technology. But in the future, tech will adapt to us. On this episode, Hector Ouilhet, head of design for Google Search and Google Assistant, shares the latest in people-centric design.


The Secret To Transformational CX Design: Your Org Chart

What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights.

Webinar: Predictions 2020

2020 will be marked by volatility and rapid change — and a healthy dose of built-up potential energy. Join Forrester thought leaders to explore the dynamics that will shape 2020 and beyond in this complimentary online event.

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