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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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  • Webinar The State of Chat In Retail: The Current And Future States

    Tuesday, February 23, 2021, 2:00 p.m.-3:00 p.m. Eastern time (19:00-20:00 GMT) | Julie Ask, Nicole Murgia, Hailey Colin

    Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 114 top brands,...

  • Webinar Emerging Technology Trends In Banking For 2021

    Thursday, February 18, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Jost Hoppermann, Martha Bennett

    Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are...

  • Webinar The State Of SMB Banking, 2021

    Thursday, February 11, 2021, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Aurelie L'Hostis

    Small and medium-size businesses (SMBs) remain underserved by traditional financial services providers. Many have been severely hit by the COVID-19 pandemic crisis and need to build resilience to...

  • Webinar The Three Megatrends For Customer Service In 2021

    Wednesday, February 10, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Kate Leggett

    This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty...

  • Webinar Blockchain Predictions 2021: Is It Time To Stop Talking About Blockchain?

    Wednesday, February 10, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Martha Bennett

    This packed session starts with a brief review of Forrester's blockchain predictions for 2020 and how the pandemic impacted developments. Following that, a deeper dive into the predictions for 2021...

  • Webinar Marketing Measurement: Better ROI Today, Deeper Insight Tomorrow

    Tuesday, February 9, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Tina Moffett, Jim Nail

    Statistical analytic techniques used for marketing performance measurement give marketers the confidence to be more accountable for the ROI of their spending. Unified marketing measurement is...

  • Webinar How Retailers Master The Discipline Of Perpetual Inventory

    Friday, February 5, 2021, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Scott Compton, George Lawrie

    Shoppers expect to find stores plentifully stocked with everything they want to buy, but many of them like to check the availability of hand sanitizer or rice, for example, before they make the...

  • Webinar Consumer Outlook On 2021

    Thursday, February 4, 2021, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Anjali Lai

    2020 will be remembered as a transformational year in world history; now, the decisions, actions, and innovations that occur in 2021 will set the trajectory for pandemic recovery and rebound that...

  • Webinar How To Secure And Govern Non-Human Identities

    Wednesday, February 3, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Sean Ryan

    Do you know how many software bots, physical robots, or internet of things (IoT) devices are connected to your network? How many of these devices store or interact with critical data? Such...

  • Webinar Holiday 2020 Recap: Insights And Lessons

    Tuesday, February 2, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Fiona Swerdlow, Sucharita Kodali, Kristopher Arcand

    Join Forrester analysts Sucharita Kodali, Kristopher Arcand, and Fiona Swerdlow for a recap of the 2020 holiday season. In this webinar, we review insights about the season to inform your planning...

  • Webinar European Tech Market Outlook For 2020 And 2021

    Modest Recoveries In 2021 After 2020 Pandemic Recessions
    Monday, February 1, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Andrew Bartels, Michael O'Grady

    This webinar covers Forrester's updates to our forecast for 2021 for business and government purchases of tech goods and services in Europe overall and for the eight largest European tech markets...

  • Webinar Case Study: Singapore's Journey To Deploying Responsible AI

    Thursday, January 28, 2021, 3:30 a.m.-4:10 a.m. Eastern time (08:30-09:10 GMT) | Achim Granzen

    On the heels of personal data protection acts, leading governments like Singapore’s are now turning their attention to how data is being used to generate insights and automate processes with...

  • Webinar Forrester's 2020 Review Of European And UK Banks' Mobile Apps

    Insights, Best Practices, And Lessons Learned
    Tuesday, January 26, 2021, 5:00 a.m.-6:00 a.m. Eastern time (10:00-11:00 GMT) | Karine Cardona-Smits, Luis Deya

    For millions of people, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy different...

  • Webinar Privileged Identity Management Suites: The Essentials And The Differentiators

    Based On The Forrester Wave™
    Tuesday, January 19, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Sean Ryan, Elsa Pikulik

    Learn about the essential capabilities inherent in privileged identity management (PIM) suites along with the differentiating features for addressing new use cases. Key takeaways: Learn about the...

  • Webinar Listen Up: Use Podcasts To Engage Customers And Reach New Audiences

    Tuesday, January 19, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Collin Colburn, Sarah Dawson

    For marketers looking to connect with customers in new and trendy channels, podcasts may be a natural choice. But podcasts are a unique channel, and they require specific consideration before...

  • Report How To Integrate Threat Intelligence Into Your Security Program

    Reducing Risk And Uncertainty To Your Organization With Threat Intelligence
    January 15, 2021 | Brian Kime

    An effective security architecture requires insights into your organization's threat landscape, but many S&R professionals are disappointed in the results of their threat intelligence efforts. This...

  • Report Your Business Is Only As Fast As Your Data

    Executive Overview: The Data Management Playbook
    January 15, 2021 | Michele Goetz

    What you know — and how well you use that knowledge — fuels your competitiveness and growth. To keep up with empowered customers and nimble competitors, you must change how your firm provisions and...

  • Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    January 15, 2021 | Kate Leggett

    Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    January 15, 2021 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...

  • Report Five Practices To Succeed With Your Retail E-Commerce Strategy

    Processes: The Retail E-Commerce Playbook
    January 15, 2021 | Sucharita Kodali

    Retail e-commerce has well over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report...

  • Report The State Of Environmental Sustainability In The Fortune Global 200

    Climate Action As A Risk Management And Growth Strategy Takes Center Stage

    In 2020, firms had to adapt to a series of risk events — COVID-19, megawildfires, a devastating hurricane season — engendered or magnified by climate change. Leading Fortune Global 200 firms have...

  • Blog Voulez-Vous Parler Social Networks’ Content Moderation Policies?

    January 15, 2021 | Jessica Liu

    My father told me once, “If you see something wrong happening in the world, you can either do nothing, or you can do something.” And I already tried nothing. — Steve Trevor, Wonder...

  • Blog What B2B Marketing Leaders Are Measuring: Five Key Takeaways

    January 15, 2021

    Are you curious about what marketing leaders across B2B are measuring these days? How does it compare with what your organization is measuring? We’ve recently completed the SiriusDecisions...

  • Report A Post-Truth Climate Is Shaping Gen Z's Consumer Behaviors

    Now More Than Ever, The Next-Generation Consumer Expects Brands To Be Real, Be Respectful, And Represent
    January 14, 2021 | Mike Proulx

    Step aside, Millennials. CMOs have their sights set on the next generation of consumers and for good reason. Gen Z (born in or after 1997) is likely to form the majority of US consumers in just...

  • Report How To Monetize Open Finance And Platform Business Models

    Business Case: The Digital Banking Strategy Playbook
    January 14, 2021 | Jacob Morgan

    Financial services executives have more go-to-market options available than ever before for their firm's products and services — thanks to open banking and platform business models. But how do you...

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