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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 Europe Leads In Its Focus On Ethics And Trustworthy Artificial Intelligence But Struggles To Scale Innovative Startups

    No, European Firms Don't Lag Far Behind In AI Adoption
    June 8, 2021 | Martha Bennett

    There's a lot of talk about Europe being "behind" in AI. The reality is more nuanced: While European firms lag somewhat behind in AI adoption, their attitudes to AI don't differ radically from...

  • Report 2021 Podcast Advertising Forecast, US (COVID-19 Update)

    Podcast Advertising Growth Slowed During The Pandemic, But Robust Growth Will Return As The Economy Rebounds
    June 4, 2021 | Brandon Verblow

    Spending on podcast advertising in the US will rise from $758 million in 2020 to $2.4 billion in 2025 at a compound annual growth rate (CAGR) of 26%. Given that US spending on radio advertising was...

  • Report Use Mobile Notifications To Modify User Behavior In Wellness Apps

    Part Of The "Successful Health And Wellness Mobile Experiences" Series
    June 3, 2021 | Julie Ask

    Health and wellness experiences can use mobile notifications to help consumers form new habits — but unlike other sectors, these services face unique challenges. First, there are limits to what...

  • Report The US Customer Experience Index, 2021

    How Brands Build Loyalty With The Quality Of Their Experience
    June 1, 2021 | TJ Keitt

    The coronavirus pandemic forced brands across industries to change their approach to customer experience (CX) on the fly. So how did they do? This report reveals the scores of 220 brands across 13...

  • Report Wellness Outcomes Depend On Effective In-App Mechanics

    Part Of The "Successful Health And Wellness Mobile Experiences" Series
    May 25, 2021 | Julie Ask

    Consumers don't achieve successful health outcomes by simply using apps to track what they eat, getting on a scale every day, or tracking their steps. Instead, mobile experiences need to do more to...

  • Report Danger! Unchecked, Notifications Can Ruin Experiences

    May 21, 2021 | Julie Ask, Rob Koplowitz

    Businesses should use the data "exhaust" from digital process automation (DPA) solutions to dramatically improve customer experiences, giving customers greater peace of mind or timely nudges to...

  • Report The State Of Employer Mental Health Support

    An Analysis Of The Investments And Actions Of Firms To Support Employee Mental Health
    May 20, 2021 | Arielle Trzcinski

    Firms recognize the importance of mental health, but too few have made the connection between employee mental health and employee experience — and how that translates to their business success. Big...

  • Report Retail Trailblazers To Emulate In 2021

    Retailers Must Look To Industry Leaders For Visionary Ideas, Best Practices, And Transformational Ideas To Remain Successful In Today's Dynamic And Competitive Market
    May 19, 2021 | Brendan Witcher, Nicole Murgia

    Retailers often look to each other for inspiration and ideas for digital transformation strategies. This report is a companion piece to the Forrester report The Top Retail Technology Investments In...

  • Report Choose The Right Vaccine Management Platform For Your Return To Work

    May 18, 2021 | Daniel Hong, Eric Bellomo

    Employers face unprecedented tasks in reopening physical offices and simultaneously choosing and implementing vaccine management solutions in the shifting sands of legal, administrative, and...

  • Report The Anywhere-Work Guide To Employee Vaccination

    Few Firms Should Mandate Vaccines, But Most Should Encourage Them Today
    May 18, 2021 | James McQuivey, PhD

    The deployment of vaccines around the world is rapidly triggering questions from employers. The question of "Can we go back to the office?" is blurring with "What's our obligation to provide or...

  • Report The Forrester Tech Tide™: Zero Trust Threat Detection And Response, Q2 2021

    Seventeen Technologies Underpin Zero Trust Detection And Response

    Zero Trust threat detection and response is increasingly critical to firms' ability to win, serve, and retain customers. To accelerate their performance in threat detection and response, companies...

  • Report US Tech Market Outlook For 2021 And 2022

    Pandemic Progress And Healthy Stimulus Lead The Way To 6% Tech Growth In 2021
    April 26, 2021 | Andrew Bartels

    The outlook for the US economy and the US tech market is distinctly brighter than it was in December 2020, thanks to progress with COVID-19 vaccines and over $2 trillion in Federal economic...

  • Report Modern Smart Applications Are Transforming Supplier Value Management

    SVM Vendors Are Using AI To Liberate Sourcing Professionals By Automating Mundane Tasks
    April 21, 2021 | Duncan Jones

    The software category that Forrester calls supplier value management (SVM) is seeing a wave of innovation, from both established players and VC-backed new entrants, using various types of AI. The...

  • Report Wearables Are For Consumers — Not Doctors

    Doctors Don't Need Or Want The Data
    April 20, 2021 | Julie Ask

    Consumer wearables and the data that they generate help consumers with their own health and wellness. While physicians may occasionally rely on data from consumer wearables to find evidence of...

  • Report Forrester Infographic: Work To Maintain Pandemic-Level Email Marketing Engagement

    April 19, 2021 | Shar VanBoskirk

    In the decade spanning 2006 to 2016, consumer data showed stable and often improving perceptions of email marketing. But in the years that followed, a paradox emerged: Behavioral responses to email...

  • Report New Tech: Zero Trust Network Access, Q2 2021

    Forrester's Landscape Overview Of 34 Providers
    April 19, 2021 | David Holmes

    Zero Trust network access (ZTNA) is the signature security technology of the pandemic. While modestly unchaining users from their antiquated VPN technology, it has inspired organizations to...

  • Report Understand Your Customers To Help Improve Their Financial Well-Being

    Financial Well-Being: Use This Segmentation To Develop Your Financial Well-Being Strategy
    April 14, 2021 | Aurelie L'Hostis

    Consumers face multiple financial challenges, and many are worried about their financial situation. Various attitudinal, situational, and external factors can impact an individual's financial...

  • Report Brands: Gauge The Size Of Your Digital Commerce Prize

    Assessing The Digital Commerce Opportunity For B2C Branded Manufacturers
    April 9, 2021 | Michelle Beeson

    Consumer-facing brands need digital commerce, but their opportunities aren't equal. Some brands' digital commerce strategy will prioritize direct-to-consumer sales across their own digital...

  • Report The 10 Core Competencies You Need To Be Future Fit

    April 6, 2021 | Brian Hopkins, Bobby Cameron, Patrick Carroll

    You need to be future fit to deliver great experiences for your customers and employees. To help you understand how to become future fit, we examined our North American 2020 Future Fit Technology...

  • Report Digital Experience Priorities In The Next Two Years

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "When you look forward two years, how will you describe your digital experiences? What is the next leap forward?" This report shares these perspectives from our "Digital Experience Executive...

  • Report The State Of Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How would you describe the state of your company's digital services or experiences today for consumers?" This report shares these perspectives from our "Digital Experience Executive Conversations"...

  • Report The Use Of Emerging Technologies In Consumer Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How is your organization using emerging technologies? Is doing so a priority?" This report shares these perspectives from our "Digital Experience Executive Conversations" series, in which...

  • Report The Consumer Behaviors That Will Endure After The Pandemic

    Why Marketers Have Been Measuring The Wrong Things, And Which Insights Matter The Most This Year
    March 31, 2021 | Anjali Lai

    As the world starts to recover, leaders are asking burning questions about consumers: Are changes here to stay? Which trends are fleeting; which are permanent? What is the new normal? While we...

  • Report Consumer Banking Trends In 2021

    Five Trends Shaping The Next Generation Of Retail Consumer Banking
    March 30, 2021 | Alyson Clarke

    The COVID-19 pandemic has both accelerated and initiated changes to consumer behavior and the retail banking landscape that will be felt for many years to come. It has accelerated the entrance of...

  • Report Now Tech: Data Masking, Q1 2021

    Forrester's Overview Of 18 Data Masking Providers
    March 29, 2021 | Heidi Shey, Noel Yuhanna

    You can use data masking to protect sensitive data by obfuscation, become significantly more productive, and support various compliance mandates. But to realize these benefits, you'll first have to...

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