Predictions 2023

Presented by: Ashutosh Sharma, VP & Research Director, Forrester

Forrester’s Future Of Work Survey, 2022, shows that 68% of employees who can work remotely say they hope to work from home more often than they did pre-pandemic. However, not all leaders are convinced. On one hand some firms are ramping up the use of employee monitoring and some others are forcing a return to the office. In the meantime, the talent situation continues to remain bad. What’s the future of work going to look like? What would work and what wouldn’t?

Presented by:

• Amit Bhatia, Senior Analyst, Forrester
• Leslie Joseph, Principal Analyst, Forrester
• Vasupradha Srinivasan, Senior Analyst, Forrester

Platforms, partners and practices are three key drivers to achieve a future-fit technology maturity. Firms are increasingly turning to platforms, both strategic and non-strategic, to build their business technology. They are looking for faster time to market, access to innovation, refocus on their core business through the use of platforms. They must build these platforms using modern practices and in close collaboration value-aligned partners. What can go wrong? What platforms are becoming key?

Presented by:

• Biswajeet Mahapatra, Principal Analyst, Forrester
• Leslie Joseph, Principal Analyst, Forrester
• Vasupradha Srinivasan, Senior Analyst, Forrester

Customer experience has been plateauing across sectors. CX leaders are working with a handicap of skill and talent shortage. Already, a majority of customer experience (CX) teams lack crucial skills including design thinking, inclusive experience design, survey design, journey mapping, and data literacy and storytelling. CX teams must prove the ROI of CX, find newer ways to reignite their CX efforts, link CX with EX among many other actions. What more can they do to give their CX programs a fresh lease of life?

Presented by:

• Amit Bhatia, Senior Analyst, Forrester
• Pushpa Marwal, Analyst, Forrester
• Subhendu Pattnaik, Principal Analyst, Forrester
• Vasupradha Srinivasan, Senior Analyst, Forrester

Armed with country-scale platforms, India will see a digital acceleration unparalleled anywhere in the world. UIDAI, UPI, OCEN, ONDC, SAHAMATI are just the fire-starters for a digital economy which is at the cusp of taking off. Many traditional and new businesses will write their success stories on the back of these platforms. However, will everything go as per the plan? What are the chances of one or more of these failing and leading to missed expectations?

Presented by:

• Biswajeet Mahapatra, Principal Analyst, Forrester
• Pushpa Marwal, Analyst, Forrester

Presented by: Ashutosh Sharma, VP & Research Director, Forrester