Modernize Your Martech Stack for Moments
The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve...
View ArticleModernize Your Martech Stack for Moments
The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve...
View ArticleAWS Broadens Focus On Innovation Acceleration
At its AWS Summit in San Francisco this week, Amazon Web Services announced a series of new services and GA’d a few from Re:Invent but the theme coming out at the conference was clearly on broadening...
View ArticleWhen Goofy Kicks Donald Duck Your Company Loses
I just had the pleasure of attending a Forrester Leadership Boards workshop followed by our Consumer Marketing Forum in New York City. As usual, data challenges remain top of mind for most marketers –...
View ArticleA Missed Opportunity During March Madness?
March Madness may not be a stranger to many of you, but it is for me. Well, it was until my colleagues Matthew Flug and Caitlin Wall, shared something unique about this year’s competition. Pizza brand...
View ArticleAvoid Bad HiPPO Directives With Insights and Prioritization
CX professionals often fall victim to the top-down HiPPO approach to prioritization; HiPPO being an acronym for the “highest-paid person’s opinion” — when priorities are set by the CEO or other senior...
View ArticleSAP Breathes Renewed Life Into Its Cloud CRM
Three announcements affecting CRM came out of SAP’s SAPPHIRE NOW annual conference, held in Orlando on June 5–7: A renewed focus on CRM in order for SAP to be considered a viable player in the $45...
View ArticleListen Up: Here Is Forrester’s Overview Of 31 Social Listening Platforms
Fifty-three percent of business and technology decision makers and influencers tell us they want to better leverage social listening technologies to understand customer requirements and achieve their...
View ArticleChanging Attitudes To Targeting Could Threaten Digital Ad Spending
The balancing of the privacy-personalization paradox will be the defining dynamic impacting digital ad spending over the next several years. Future growth in digital ad spending is heavily based on the...
View ArticleCyber Conferences, It Shouldn’t Be This Way
I recently saw another posting/photo from a friend in the industry that showed what amounts to “booth babes” at yet another conference; this time it wasn’t in Vegas, it was in Europe. This issue is one...
View ArticleThe Five Use Cases For AI In The Contact Center
Increasing channel diversity and automation will make interactions more complex, requiring highly skilled agents and intelligent processes to assist them. Here’s my take on five valuable use cases for...
View ArticleApple Continues To Empower The Patient To Be An Informed Consumer
Apple Takes Record Sharing To The Next Level Consumers demand access to their medical information, and Apple has answered the call. In January, Apple released an update to the Health app, enabling...
View ArticleGet Ready To Activate Marketing Campaigns With Mobile Wallets
In February 2015, Forrester predicted that the future of mobile wallets would go beyond mere payments. We argued that within five years, mobile wallets would become marketing platforms in their own...
View ArticleBuilding The Language Bridge Between Security And The C-Suite
If you had half an hour with a board member and you wanted to get coaching from them about how to communicate with them about security, what would you ask them? In a few weeks’ time, I will have just...
View ArticleCustomer Experience Trends In China, 2018
What CX trends will affect customer loyalty and help you build competitive advantage? Look at what China reveals about the future of customer experiences. Until only a few years ago, most CX pros would...
View ArticleTennis And Digital Transformation: Connecting The Dots
Over the past two weeks, we’ve been inundated with the various highlight reels from the French Open, showcasing killer baseline winners, huge first serves, and wicked topspin shots — a constant...
View ArticleRQ — The Measure Of Organizational Readiness For Automation And AI
We’ve just released a major new report, “RQ: Assess Your Readiness For Working Side By Side With Robots And AI.” Automation technologies — from AI to robotic process automation (RPA), physical...
View ArticlePlatform Economy Myth #4: If You Build A Platform, Developers And Customers...
We’ve been analyzing the sacred myths of the platform economy and revealing the real practices that platform businesses have mastered. This is work from our report, “Earn Your Place In The Platform...
View ArticleGrocers Partner For Digital Growth
Grocers Are Partnering For Digital Growth The last few months have been a watershed of new deals around grocery fulfillment. Walmart is partnering with DoorDash, Kroger is investing in Ocado, Target is...
View ArticleWhy We Use Tech Tools: To Coordinate Tasks
This is an amazingly accelerated time to be alive. During my nearly 50 years on the planet, we have increased by many orders of magnitude the knowledge that we have about our own existence. Research...
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