Marketing For A Healthy Holiday Season
Consumer marketing leaders have a tall order every holiday season: to drive 30% of their firm’s annual sales. This year, their task also includes making up for sales lost due to COVID-19 shutdowns and...
View ArticleThanksgiving Signals That Holiday Is Kicking Off In Earnest — With A 2020 Twist
Thanksgiving and Black Friday are upon us, so we asked consumers how they’re thinking about holiday shopping. Among US online consumers we surveyed in early November, we found that: Holiday offers are...
View ArticleBosch Embraces Cultural Transformation To Drive Innovation
There’s a saying that “culture is what people do when no one’s looking.” Bosch is internalizing this observation as it transforms into a digital business; the company’s culture directly impacts the way...
View ArticleB2C Marketers: Use Your Brand Messaging To Deliver Value During The Pandemic
COVID-19 is now an unavoidable part of consumers’ lives, and marketers need guidance on how to effectively communicate with them in these ever-changing times. To help marketers address the fear,...
View ArticleService New South Wales Is The Clear CX Leader In Australia’s Public Sector
Our Australia government Customer Experience Index (CX Index™) 2020 results are in! The CX Index tests 30 drivers of CX and 27 emotions to reveal the factors that make a government experience easy,...
View ArticleDigital Go-To-Market Review: Beauty Brands
Forrester’s Digital Go-To-Market Review evaluates brand manufacturers and how well they are positioned to thrive independently of online marketplaces and even traditional retailers. In our second...
View ArticleInnovators 101: How To Secure Innovators’ Engagement During A Pandemic
I’m having many conversations with ideators, innovation teams, chief data officers, chief innovation officers, and product design teams about how to secure high engagement levels while everyone works...
View ArticleGet Your Design System Right: Approach It Like A Product
When you hear “design system,” what words come to mind? If you’re like most design leaders I speak with in my role as an analyst covering this space, “consistency,” “scale,” and “components” are the...
View ArticleHealthcare Spotlight: Accelerating International Market Growth With...
This is the ninth in a series of blog posts that describe how B2B healthcare leaders are driving results with innovative marketing, sales, and product strategies.
View ArticleCorporate Climate Action Technologies Heat Up
The impacts of climate change are already affecting people and businesses today. Even if we meet the goals of the Paris Agreement, the world will still face unprecedented changes – from more extreme...
View ArticleSalesforce Picks Up (The) Slack To Extend CRM’s Reach Into Collaboration, But...
In its largest acquisition to date at approximately $27.7 billion, Salesforce has announced that it intends to acquire Slack in a move to add collaboration to its portfolio. Slack is a best-of-breed,...
View ArticleAnnouncing The Forrester Wave™: Insights-Driven Business Process Outsourcing,...
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool...
View ArticleUsing The Right Metrics For The Subscription-Based Business Model
The subscription model offers new opportunities for businesses to enhance the value of their offerings as they become more embedded in the changing context of their clients’ customer journeys. But...
View ArticleNew Research: State Of Design Teams — We Need Your Help!
To give you insights on the state of experience design (XD)/user experience (UX) teams, my colleagues and I, who cover design and UX, run an annual survey. In our most recent one, 61% of respondents...
View ArticleFacebook Looks To Monetize Messaging By Acquiring Kustomer And Extending Into...
Facebook announced its intention to acquire Kustomer for $1 billion, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power in...
View ArticleAnnouncing The Inaugural Forrester Wave™ For Multicloud Managed Services...
Today, we released the “The Forrester Wave™: Multicloud Managed Services Providers, Q4 2020.” We looked at the top 11 vendors — Accenture, Capgemini, Cognizant, Deloitte, HCL Technologies, IBM,...
View ArticleKey Takeaways From The Forrester Wave™: Hybrid Cloud Management, Q4 2020
This week, we published “The Forrester Wave™: Hybrid Cloud Management, Q4 2020” evaluation to help infrastructure and operations professionals understand the nine most relevant vendors in this space....
View ArticleDo You Know The $-Value Of Improving CX?
We just updated our calculations for how much business growth you can expect from improving CX. We did this for the 14 industries we cover in our CX Index survey. For all the details, you can check out...
View ArticleForecasting In Uncertainty: Our Latest US Tech Market Forecast Shows A 2.5%...
The US election is now over, with Joseph Biden as President-elect, a Democratic House of Representatives, and a Republican-controlled Senate, pending the results of two Georgia Senate special elections...
View ArticleIt’s Time For A US Federal Chief Customer Officer
The Biden administration should work with Congress to create a permanent federal chief customer officer (CCO) role to oversee policy, spending, and interagency coordination for all federal customer...
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