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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Evolve Your Experience Design Practice

    Advanced Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have scaled up their practice, so their companies: 1) follow an effective...

  • Report The Five Factors That Supercharge CX Enablement

    Advanced Level: Enablement Practices For CX Transformation
    February 5, 2021 | TJ Keitt

    To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their...

  • Report The Forrester Tech Tide™: Adtech For B2C Marketers, Q3 2020

    Tools and Technology: The Omnichannel Advertising Playbook

    Advertising technology (adtech) has been fundamental to B2C marketers' efforts to raise their brand profiles, connect with customers, and sell their products and services. The adtech ecosystem is...

  • Report Four Steps To Add Social Media To Your Marketing Strategy

    Roadmap: The Social Marketing Playbook
    July 2, 2020 | Jessica Liu, Melissa Parrish

    When pursuing social marketing, many marketers prioritize channel decisions (e.g., "Where should my brand be on social media?") over understanding if and how they can help their consumers while...

  • Report New Tech: Influencer Marketing Solutions, Q2 2020

    Forrester's Landscape Overview Of 47 Providers
    May 11, 2020 | Ryan Skinner

    Today, most marketing organizations use influencers — often hundreds of them — to drive product awareness, brand storytelling, and sales. But managing influencers, from identification and...

  • Report Predictions 2020: Media

    Streaming Wars, Podcasts, And Further Fragmentation Will Dominate The Media Industry In 2020

    2020 will kick off a new decade for the media industry, with continued change and evolution. Consolidation, streaming wars, new ad formats, and a revitalization of local news will result in a group...

  • Report Amazon Will Disrupt The Advertising Ecosystem

    Is Your Company Prepared?
    September 3, 2019 | Collin Colburn

    Amazon Advertising experienced explosive growth in 2018. The advertising industry is abuzz about this new entrant and its chances of taking down the current duopoly, Facebook and Google. This...