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  • Forum CX Sydney 2019

    Change the Game: Driving Radical CX Innovation
    May 9, 2019 | Sydney | Michael Barnes, Riccardo Pasto, James Staten

    Good news. CX leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and more focused on business impact....

  • Workshop Take Journey Mapping To The Next Level

    A Workshop for Customer Experience Professionals Collocated with CX Sydney 2019
    May 8, 2019 | Sydney, Australia | Riccardo Pasto

    Despite journey mapping's popularity, Forrester continues to hear from frustrated CX leaders who are struggling to get started or fail to build momentum after less-than-stellar first efforts. What...

  • Webinar European Security Market Trends In 2019

    Tuesday, May 7, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Paul McKay

    Security leaders in Europe aren’t just grappling with the constantly changing security threat landscape. Budgetary pressures are starting to bite as economic growth slows down. CISOs will...

  • Webinar Online Retail In Southeast Asia, 2018 To 2023

    Wednesday, May 1, 2019, 1:00 p.m.-2:00 p.m. Eastern time (18:00-19:00 GMT) | Lily Varon, Satish Meena, Xiaofeng Wang

    Southeast Asia — Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam — has 272 million online adults, of whom about 144 million bought online in 2018. The region is...

  • Webinar How To Be More Disruptive: A First Look At Technology-Driven Innovation Practices

    Tuesday, April 30, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Brian Hopkins

    Disruptive innovation yields bigger returns. To lead, you must prioritize these kinds of innovations, rather than incrementally improving your existing products, services, or solutions. This...

  • Webinar Your DTC Strategy Should Start With Direct-To-Value

    Tuesday, April 30, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Ryan Skinner, Anjali Lai

    Direct-to-consumer (DTC) companies are making a big splash as they draw customers in with slick creative campaigns and create or improve products based on direct customer feedback. The popularity...

  • Webinar Modernize Your Design Organization For Scale And Inclusion

    Monday, April 29, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Gina Bhawalkar

    Establishing an internal experience design team is a key ingredient for creating great customer experiences, but many firms struggle to evolve their experience design organizations to 1) meet...

  • Webinar Changing Expectations Fuel Direct-To-Consumer Disruption

    Thursday, April 25, 2019, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Anjali Lai, Jim Nail

    A wave of so-called digitally native direct-to-consumer (DTC) startups have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their...

  • Webinar Blockchain/DLT: A Review Of The State Of The Art

    Wednesday, April 24, 2019, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Martha Bennett

    The rate of innovation in distributed ledger technology (DLT, also known as blockchain) has been, and still is, tremendous. We’re also seeing projects transition from pilot phase to...

  • Webinar Moonshot Innovations Are Key To Ensuring Future Market Leadership

    Tuesday, April 23, 2019, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | James Staten

    In the digital transformation era, tech-driven innovations are key to market leadership. Yet most firms focus their efforts on tactical or competitive enhancements — not net-new value...

  • Webinar Are You Fit For The Future? You Can't Shape The Future With Tools You Don't Have

    Tuesday, April 23, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | James L. McQuivey

    The future is coming, full of AI, robotics, and machine intelligence. Some are readier than others to partner with intelligent machines and shape our shared future, and they will have such a...

  • Webinar Banks Must Personalize Or Perish

    Thursday, April 11, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Alyson Clarke, Aurelie L'Hostis

    Personalized recommendations and offers are becoming commonplace. Customers expect personalization in all facets of their life and from all firms they interact with. But banks are getting it...

  • Webinar Master Digital Voice Experience

    Tuesday, April 9, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies that want to leverage this new touchpoint are...

  • Webinar Digital Business Transformation Accelerators

    Monday, April 8, 2019, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Nigel Fenwick

    Digital transformation is a term now so widely misused that it’s hard to know what is real transformation and what is simply a new technology project (and is there a difference?). Our latest...

  • Webinar Get Control Over Your Bots With Forrester’s Automation Framework

    Wednesday, April 3, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Chris Gardner, Craig Le Clair

    Every organization has automation, and its impact on winning, serving, and retaining customers is unquestionable. However, it can be difficult to align islands of automation and rationalize your...

  • Forum Consumer Marketing 2019

    Beyond The Direct-To-Consumer Revolution
    April 2, 2019 | New York City | Jim Nail, Anjali Lai, Melissa Parrish

    Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...

  • Workshop Elevate Customer Experiences Through Experience Design

    A Workshop For Customer Experience Professionals Collocated with Consumer Marketing 2019
    April 1, 2019 | New York City | Jennifer Wise

    Customer experience is the new battle ground to win, serve, and retain your customers. Creating great customer experiences is more than knowing design thinking or the key user experience...

  • Webinar Use A Market And Competitive Intelligence (M&CI) Solution To Drive More Actions And Outcomes

    Thursday, March 28, 2019, 11:00 a.m.-12:00 p.m. Eastern time (15:00-16:00 GMT) | Cinny Little, Elizabeth Cullen

    Most firms have M&CI capabilities, but many struggle to align insights from information and data with stakeholders’ decisions for actions that improve business outcomes. This webinar...

  • Workshop Maximize Briefing Impact

    A Workshop for Analyst Relations Professionals
    March 26, 2019 | London, UK | Kevin Lucas

    At one end of the briefings spectrum lies a vendor imparting information which the analyst is unlikely to use and in practice forgets within days. At the other lies a vendor engineering its way...

  • Blog Thoughts On DX: Headless Vs. AI/ML

    March 22, 2019 | Mark Grannan

    I have been noodling on the future of digital experience (DX) for the better part of six years. Today I want to run a hypothesis past you: Headless architecture and AI/machine-learning (ML)...

  • Report How To Build A Healthcare IoT Platform

    Leverage An Adoption Road Map To Build Out A Successful Strategy
    March 22, 2019 | Jeff Becker

    Consumers are increasingly capturing personal health data, and the race is on to engage with them around it — putting it to use to improve their healthcare experience. This report looks at the...

  • Report Best Practices: Customer Call Center Authentication

    Prioritize Implicit Biometrics And Phone Reputation To Reduce Customer And Agent Friction
    March 22, 2019 | Andras Cser, Merritt Maxim

    Customer call center authentication (CCCA) combines human and machine processes, tools, and technologies. The call center is invariably the channel of last resort for customers looking to get...

  • Report Best Practices: Cloud Database Migrations

    Leverage Tools To Minimize Risks And Accelerate Migrations
    March 22, 2019 | Noel Yuhanna

    Cloud databases have exploded on the scene as organizations look at faster and more scalable deployments and lower their costs. However, cloud database migrations are not simple lift-and-shift;...

  • Blog Make No Mistake — Microsoft Is A Security Company Now

    March 22, 2019 | Josh Zelonis

    Microsoft has announced support for macOS in its rebranded Microsoft Defender ATP product, taking this product from being an offering that could be considered an add-on for hardening its own...

  • Blog Getting On The S/4 Bandwagon (Or Not)

    March 21, 2019 | Amanda LeClair

    Historically, SAP has not been as renowned for innovation as some of its pure SaaS competitors, like Salesforce. But between a steady stream of SaaS (and now data) acquisitions, a notable and...

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