FORRward: A Weekly Read For Tech And Marketing Execs
Gong’s Latest Round Launches Revenue Intelligence Into CRM’s Orbit Gong announced $200 million in Series D funding, following its $65 million Series C round in December of last year. Its $2.2 billion...
View ArticleKnowledge management solutions are powerful but choosing the right one is hard.
Since the start of the pandemic, customer service organizations are doubling down on their investments in knowledge management because these solutions: Empower customer service agents to deliver...
View ArticleUse Customer Understanding To Guide Your Pandemic Marketing Strategy
The COVID-19 pandemic adds even more consumer considerations to marketers’ already full plates. Stay-at-home orders, unemployment, and anxiety about the virus have altered shopping behavior, technology...
View ArticleDifferentiate With Customer Service For Marketing Success In The New Normal
Customer Service As We Know It Has Changed What is was customer service? All customer engagement in the post-sales customer journey Support to enable better use of a product or a service A mandatory...
View ArticleHow To Keep Marketing In A Pandemic
The COVID-19 pandemic upended the 2020 plans of many B2C marketers — amounting to a projected 28% decline in US marketing spend through 2021. Brands improvised, cutting media spend and adjusting their...
View ArticleWith Data Deprecation Picking Up Steam, B2C Marketers Must Rethink Their DMP...
B2C marketers’ most pressing top-of-mind issue is how data deprecation will impact targeting, measurement, personalization, and digital media buying. Data deprecation restricts tracking and access to...
View ArticleIntroducing The Forrester Tech Sustainability Framework
The high-tech and telecommunications industries are under increased scrutiny for their impact on the environment. The fact is that technology is often ecologically abusive in its manufacture,...
View ArticlePandemic-Era CDOs Represent The Whole Team: Not “Offense” Or “Defense”
If one more industry pundit tells me that the chief data officer (CDO) role has shifted from defensive to offensive positioning, I just might scream — or get pretty offensive myself. It’s not about...
View ArticleData Insights Bear Fruit For The Food Industry
The pandemic has impacted individual companies and industries very differently. Restaurants have been closed, while grocery stores have been overwhelmed with demand. Those who have capitalized on the...
View ArticleMarketplaces Make Their Mark In The Channel
Online marketplaces have been around in one form or another for decades. Accelerating the trend is a myriad of factors including changing buying behaviors and demographics, companies shifting to...
View ArticleBrands Must Evolve From Wholesale Suppliers To Partners
Brands have been reviewing and revamping their digital commerce strategies for some time. With consumers forced online during pandemic lockdowns across the globe, this focus on digital has only...
View ArticleIt’s Never The Data Breach, It’s Always The Cover Up
The obstruction of justice and misprision of a felony charges levied against Joseph Sullivan, former Uber CSO sent shockwaves through the cybersecurity community. CSO/CISOs rightfully wondered what...
View ArticleStill Considering Mobile Experience As A Reduced Web Experience? Wake Up!
As we’re reviewing mobile banking apps for our upcoming European Digital Experience Review™ research, I’m noticing a growing gap between leaders and laggards on both user experience and functionalities...
View ArticleUS Retailers Face Unprecedented Challenges In Planning For Q4
Q4 contributes a significant part of many retailers’ annual revenues and profits. As of mid-Q3, factors like high unemployment, a resurgence in COVID-19 cases, short-term and permanent store closures,...
View ArticleThe Myth Of A World After: A European Recovery Perspective
Expectations of a world after COVID-19 and the new normal have been exaggerated. Human nature shows us that bad habits often overcome good intentions. Yes, of course, consumers have massively and...
View ArticleReady Your Brand For Social Justice
Your brand is on the hook to respond to a social justice movement sweeping the world. This is how you get started responding.
View ArticleA Look Back At Zero Trust: Never Trust, Always Verify
Many organizations feel that Zero Trust is too time-consuming or costly to implement. Learn how it will save your organization in the long run.
View ArticleThe Security Snapshot: Improving Your Security Posture During A Global Crisis
The COVID-19 global pandemic was top of mind for security leaders (and everyone else) during the second quarter of 2020. Forrester’s security and risk (S&R) team focused on pandemic recovery and...
View ArticleGrowth-Mode Digital Strategy: Modernize And Transform
“Digital transformation” is overused, overhyped, and open to broad interpretation. Is transformation still relevant in a post-COVID world? I believe it is but only when mixed with a healthy dose of...
View ArticleIt’s Time For CMOs To Pay More Attention To Employees
CMOs are fully aware of the importance of customer data. The employee data tsunami is less obvious, though. Expect the lines between employee and customer experiences to blur. CMOs often own external...
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