Publishers Shift Strategies. Designers Fight ML Bias. And More.

Publishers Shift Focus From Advertiser To Customer

Publishers have been burned in the age of the customer. Their new business models prioritize consumers over advertisers.




How To Fight Bias In Machine-Learning-Based Experiences

AI is not a black box, and AI developers must learn to accept and deal with bias. Principal Analyst Andrew Hogan gets some insights on AI and ethics from Carol Smith of Carnegie Mellon’s Software Engineering Institute.



We Evaluated Top US Government Websites So You Don’t Have To

A surprising 44% of US online adults use federal agency websites. So why aren’t they more customer-focused? VP and Principal Analyst Rick Parrish provides some key takeaways from our recent analysis.



The Three Ways Companies Value Customer Success Programs

What kind (or kinds) of value does your company’s customer success program deliver to the business at large?


Brand + CX: Marketing’s New Imperative

Increasingly empowered and selective consumers are rewriting the rules of marketing. What do they expect from brands — and how can you win their loyalty? Read our guide to better understand the forces reshaping marketing and how to thrive in this challenging landscape.



Employee Experience Bill Of Rights

The specter of automation-driven job loss has made employees anxious and resistant to change. VP and Principal Analyst J. P. Gownder joins to explain how an employee experience “bill of rights” can allay fears and boost morale by: 1) cementing what employees can expect and 2) ensuring that automation won’t cost your firm its valuable talent.


Rebooting The Sales-Marketing Relationship

The sales-marketing divide of old lives on at many companies. Overcoming it is critical to giving today’s savvy buyers the seamless experience that they expect. On this week’s What It Means, Phil Harrell, vice president and group director, explains how to bridge the disconnect to drive better results.

How To Prove The ROI Of CX

It can be challenging to quantify the financial benefits of CX. But doing so is necessary to secure buy-in. In this complimentary webinar, Principal Analyst Maxie Schmidt and Senior TEI Consultant Ben Brown demonstrate how to translate customer satisfaction and loyalty into a compelling ROI model.



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