Brands Bear (Some) Blame For Conditions At Outsourcers
Between really bad press (here and here) and bankruptcy (here), large contact center outsourcers have seen a rough last few months. Bad press for outsourcers spells trouble for and affects the brands...
View ArticleWhy The Service Mesh Should Fade Out Of Sight
Service meshes need to fade away into the background of development platforms. To understand why, one must first understand the quiet revolution happening with Kubernetes.
View ArticleFrustrated With Findability? Tagging Content Takes Teamwork
Best-in-class organizations pair SMEs with content operations to optimize all aspects of content performance at scale.
View ArticleProdigal Son Gelsinger Returns As Intel CEO
Early today, Intel announced CEO Bob Swan will be replaced by VMware CEO Pat Gelsinger. Facing stronger competitive challenges, Intel has struggled. As you can see, Intel’s stock (INTC) has languished...
View ArticleCOVID-19 Offers The Opportunity To Redesign The Physical Office
In the wake of Covid-19, organizations must redesign mobility solutions to shape resilient and adaptive future workspaces.
View ArticleReaching Gen Z Starts With Understanding Their Truths
During my time in advertising, one of the top questions I was asked by clients was: How do we reach the next-generation consumer without alienating our current (aging) customer base? It’s a business...
View ArticleVoulez-Vous Parler Social Networks’ Content Moderation Policies?
My father told me once, “If you see something wrong happening in the world, you can either do nothing, or you can do something”. And I already tried nothing. –Steve Trevor, “Wonder Woman” Social...
View ArticleWhat B2B Marketing Leaders Are Measuring: Five Key Takeaways
Instead of asking leaders which metrics they feel are most important, we simply asked leaders which metrics appear on their top-level dashboards.
View ArticleAwareness Isn’t Enough — It’s Time To Change Behaviors
I am thrilled to announce my latest research, “How To Manage The Human Risk In Cybersecurity.” It’s research I’ve been leading and evolving since 2010, changing my mind about the title with each...
View ArticleWhat You Can’t See Will Hurt You: Leveraging Digital Insights To Drive Sales
Translating intent data into sales rep action offers a level of information that surpasses what sales reps can determine on their own. In his latest blog post for Forrester, Seth Marrs shares that when...
View ArticleEmpowered Consumers Call For Sustainability Transformation
For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated...
View ArticleInsights From Forrester’s US Retail Recovery Heat Map, January 2021
Over the last 10 months, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating 11 metrics (across retail sales, local economic...
View ArticleFour Key Takeaways For Brands From CES 2021
Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches? By...
View ArticleCustomer Service Technologies Are Variably Effective: Know Your Options
During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers. This dynamic...
View ArticleWhat I See Coming For The Channel: 2021
Last year ended up being a tale of two cities for the channel. On one hand, customers and governments recognized partners as an essential service and central to their ability to rapidly respond to a...
View ArticleIt’s Time To Stop Paying For Commoditized Endpoint Security Features
Today’s enterprise security buyers evaluating a new endpoint security suite often begin with a security RFP layered thick with many existing endpoint security features and capabilities, including...
View ArticleLe CDO Prend Sa Place Autour de la Table
De plus en plus, les CDOs rejoignent la table des comités exécutifs d’entreprise. Maintenant, il faut qu’ils comprennent ce qu’on attend d’eux. Le monde a changé, et les décideurs dans les sociétés...
View ArticleFive Actions Every Portfolio Marketer Should Take To Drive Business Value In...
As organizations prepare for 2021 and beyond, they need to focus on what matters most, which includes examining market trends and understanding buyer needs. Here are the five key actions portfolio...
View ArticleWhat A Biden-Harris Administration Means For The Healthcare Industry
The new administration will quickly move to create a healthcare system that tackles key health insurance pain points for consumers: plan quality, accessibility, and costs. Learn what health insurers...
View ArticleAI Drives The Evolution Of Technology And Data Governance
In my recent Forrester webinar, I outlined how AI drives the evolution of technology and data governance and how an increase in customer demand and regulatory activity will necessitate companies to...
View Article