Embrace Privacy As Your Corporate Social Responsibility
Your organization faces two powerful trends: The growing pressure of regulatory requirements on data protection that are emerging worldwide. The increasing awareness of privacy rights, which causes...
View ArticleIf You’re Not Prioritizing Employee Experience Improvement, You’re Doing It...
There is ample evidence that improving employee experience leads to better business results. Briefly, firms that improve employee experience find that they get better work performance and more...
View ArticleWith Design Shifting From “Who Cares?” To “Supersize It!” — How Should Your...
It’s a great time to be an experience design professional — what we call an XD pro. I remember my early years as a user experience practitioner: 25% of my time was spent practicing my craft (the...
View ArticleLet’s Talk About Security Culture!
I am thrilled to introduce my most recent report, “Instill A Security Culture By Elevating Communication.” This is an update of my 2011 report, “How To Market Security To Gain Influence And Secure...
View ArticleAvoid The Upcoming AI Backlash With Your Sales Teams — Get Them On Board
The rise of AI in sales technology only makes it easier for sales managers to keep tabs on salespeople, salespeople say. AI gives sales managers more visibility into a sales rep’s daily activities and...
View ArticleReflections On The Forrester Wave™: CRM Suites, Q4 2018
Even though core CRM products are mature, CRM vendors are still evolving their products. Technologies like AI introduce new efficiencies into CRM processes, and acquisitions such as...
View ArticleExperience Design Providers’ Costs And Timelines Vary Widely
When we surveyed XD providers recently, they told us that because of complexity, system integrations required, and many other factors, project costs and timing are all over the map. Some told us they...
View ArticleExperience Design (XD) Service Providers Are Changing – Here’s How And What...
Forrester recently surveyed 51 XD Providers – agencies and consultancies with varied expertise like frog design, Work & Co, Fantasy, Punchcut and AstroStudios – that provide experience design (XD)...
View ArticleThree More Ways To Advance Your Innovation Efforts
As our research has shown, most companies today have pretty immature innovation efforts, and one of the biggest holdbacks is their corporate culture. Sadly, most humans fear change, and thus this...
View ArticleThis I Tell You, Brother; You Can’t Have One Without The Other: Brand And CX...
“Love and marriage, love and marriage They go together like a horse and carriage This I tell you, brother You can’t have one without the other” – Frank Sinatra The New Yorker once wrote of Sinatra that...
View ArticleThe Forrester Wave™: CRM Suites, Q4 2018 — The Role Of CRM In Business...
In my last post, I highlighted the top five ways that CRM suites are evolving today. CRM suites today (1) support different business models and organizational sizes; (2) operationalize intelligence to...
View ArticleData Strategy & Insights 2018 Forum Workshops Deliver Immediate Dividends
I’m getting more and more psyched about our first-ever Data Strategy & Insights 2018 Forum as I work on the sessions with my colleagues here at Forrester and with our external speakers. The topics...
View ArticleFighting GAFA Boo-Hoos
In the spirit of Halloween, I’m going to write about the bogeyman of almost every industry out there: GAFA. In the last few years, I have answered many versions of the same question: what will Google...
View ArticleHow Carbon Redefined Customer Service In 3D Printing
We recently published a case study about Carbon, a 3D printing company known for its innovative technology and, now, its proactive customer service model. Over the course of several months, we spoke...
View ArticleTurn Voice And Language Innovation Into A Conversational Strategy
To shift from brand monologues to two-way dialogues, many brands are embracing live chat and piloting marketing initiatives on new conversational interfaces such as chatbots and voice-based assistants....
View ArticleAnnouncing The First Forrester New Wave™ Evaluation Of Influencer Marketing...
What bubble? The size of the influencer market on Instagram alone is set to grow $2.38 billion next year. Accordingly, our Forrester Analytics data shows that 75% of marketers have already implemented...
View ArticleAlexa, Does This Cough Sound Bad?
Alexa Enters Healthcare Amazon was recently issued a new patent that will push its Alexa personal assistant into the healthcare realm. The patent, filed October 9, describes a relatively...
View ArticleGDPR And Google Q3 2018 Results: Are We Out Of The Woods Yet?
As I listened to Google’s Q3 2018 earnings conference call, the Taylor Swift song “Out Of The Woods” kept playing in my head. (This is the part where I pretend I tried to fight it. But let’s be honest,...
View ArticleBring Loyal Customers Comfort And Joy This Holiday Season . . . Not Just...
This blog post is part of Forrester’s Holiday 2018 retail series. With Black Friday less than a month away, it’s only a matter of time before holiday promotional activity reaches a fever pitch. But for...
View ArticleHave A Very Merry, X-Function-Erry Xmas!
This blog post is part of Forrester’s Holiday 2018 retail series. It’s late October, which means one thing as a consumer: You’re going to start hearing Nat King Cole, Brenda Lee, and Bing Crosby a lot...
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