The Canada Customer Experience Index, 2020 Results Are Now Live!
Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. This year is especially exciting for two reasons: 1. We added the utilities industry. 2. The CX...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Amazon Launches Halo, Its First Wearable Health Device For The Average (Budget-Conscious) Consumer This week, Amazon launched Halo, a screenless wearable device that can monitor activity, sleep,...
View ArticleGet Ready For The Promise, Not The Peril, Of Workforce Data
Workforce and organizational data have been drizzling down on companies for decades, but as more jobs interface directly with technology, this has swelled to a heavy downpour. Most companies erect...
View ArticleLet’s Talk About (Government) EX
Forrester has been talking about the connection between employee experience (EX) and customer experience (CX) for years. And it’s not just talk: Our Customer Experience Index (CX Index™) and Employee...
View ArticleTikTok — When Geopolitics Trumps Tech Innovation
In the past two months, I’ve received dozens of inquiries about TikTok. While the case is still unsettled, I wanted to summarize some of my comments in this blog post. Is banning TikTok in the US “tit...
View ArticleThe Birds and the Bees Do It: Introducing the B2B Buyer Signals Model
We are now at a crucial point where organizations must have an explicit, thoughtful approach to identifying and acquiring the signals they need to survive and thrive. This year at Summit EMEA, we are...
View ArticleThe Best of Both Worlds: Sales Reps Can Finally Get Value From Their Customer...
Netflix’s recommendation engine has become so sophisticated that even the images displaying with the recommended titles are customized for the user. For example, if you watch a lot of movies starring a...
View ArticleMove From Insight To Impact: Data Strategy & Insights 2020
The digital future is here. And data, analytics, and AI are going to drive this future. These capabilities are becoming more crucial to stay ahead of uncertainty and change and get smarter about every...
View ArticleWhy Choosing a Localization Vendor Is Like Dating
For global companies, reputation in the regions requires a great localization vendor, but it can be hard to find the right match. Kathleen Pierce of Forrester SiriusDecisions explains why past...
View ArticleNational Insider Threat Awareness Month: Stop Insiders With Zero Trust
The National Counterintelligence and Security Center (NCSC) and the National Insider Threat Task force (NITTF) partnered with US government agencies to kick off the second National Insider Threat...
View ArticleMoments Map: Resolve The Paradox Of Choice To Optimize Your Digital...
At surface level, brands have a plethora of avenues to connect to their consumers. But alas, it’s the paradox of choice: How do brands prioritize their technology investments to maximize consumer...
View ArticleContact Centers Reacted To COVID-19 Quite Well — It’s Now Time To...
I have had the opportunity to get up close and personal in managing crises at contact centers. In my view, most contact centers dealt with COVID-19 challenges with an amazing tenacity and...
View ArticleEarly Findings From Forrester SiriusDecisions’ Global Audit of Account-Based...
As a committed data geek, I have been in my happy place for the last six weeks poring over the results of our most recent global study of account-based marketing (ABM). In particular, I have been...
View ArticleReflections on IFA 2020
Last week, IFA 2020 took place both in Berlin and virtually. I attended the virtual fair, which was an excellent experience. You could really feel how people were excited to meet both physically and...
View ArticleNavigate The Enterprise Collaboration Landscape In China
The enterprise collaboration (EC) market in China has rapidly evolved over the past few months. 2019 was rich in new product launches; several existing and new vendors released their team messaging and...
View ArticleVast, Fast, And Relentless: The Future Of How People Buy
The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and...
View ArticleSales Engagement Vendors Are Ready To Meet The Moment
The events of 2020 have cemented the digitization of the B2B buying and selling process — and sales engagement (SE) vendors are well prepared to help businesses meet this moment. As sellers face an...
View ArticleLearn From Direct-To-Consumer Disruption
Direct-to-consumer (DTC) brands are fueling disruption by radically reorienting consumer expectations. As a result of the COVID-19 pandemic, brands of all kinds are looking to shore up their own DTC...
View ArticleThe SEO Platform Landscape Is A Cheese Board Of Point Solutions
I don’t know about you, but I really like a good cheese board. You get a little bit of everything — a variety of cheeses, crackers, some meats, some fruit, maybe a little honey and nuts to spice it up....
View ArticleEvolve Your CRM From Departmental CRM To Unified CRM
CRM is widely used by companies both big and small. Gone are the days when it was purchased as a monolithic on-premises application. Today, it’s almost exclusively deployed in the cloud. As CRM moved...
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