The Forrester Wave™: Managed Security Services Providers (MSSPs), Europe, Q4...
I published my first Forrester Wave™ today, covering the managed security services provider (MSSP) market in Europe. The culmination of four months of hard work by not just us but all the vendors...
View ArticleIs Your Data Strategy Ready To Keep Up?
I remember a few years ago when, as enterprise architects, we sat around in the office of the VP of architecture and planned our data strategy on the whiteboard. Replace that clunky warehouse with a...
View ArticleFive Vendors Lead In Forrester’s Inaugural “The Forrester Wave™: Unified...
Our recently released evaluation, “The Forrester Wave™: Unified Endpoint Management, Q4 2018,” uses 28 criteria to evaluate the top 12 unified endpoint management (UEM) solutions on the market today....
View ArticleMoving Your Contact Center To The Cloud: Top Trends Fueling The Market
Transitioning your contact center to the cloud isn’t just for smaller businesses; it can help brands of all sizes boost agility and access to new features. In our new report, “The Forrester Wave™:...
View ArticleGoogle’s Plan To Fix Healthcare With AI
For years, Alphabet (Google’s parent company) has let its businesses build out their own healthcare solutions without imposing an overarching healthcare strategy. As a result, the company now has no...
View ArticleTier It Up: A Winning Strategy For Customer Success Management Programs
When my B2B clients on Forrester’s Customer Experience (CX) Council first start considering a customer success management (CSM) program to boost their retention and enrichment, I often hear that...
View ArticleNine More Questions For 3M Industrial Business Marketing Leader, Penny Wise
This year’s B2B Marketing & Sales Forum wrapped up just under a month ago, but I wanted to continue the great conversation I started with Penny Wise, marketing director of the Industrial Business...
View ArticleChannel Software Tech Stack (2019) – INFOGRAPHIC
(CLICK FOR HIGH RES) The channel technology stack is a group of technologies that brands leverage to manage and improve their indirect sales process and partner programs. Often, the focus of channel...
View ArticleAn Omnichannel Black Friday
US consumers have turned their attention from consuming turkey, cranberry sauce, and pie to starting their holiday shopping both online and in stores. The National Retail Foundation (NRF) predicts that...
View Article2018 Marked 20 Years of Customer Experience Research at Forrester!
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our...
View ArticleToday is Cyber Monday. It’s a Great Time To Book Your Next Vacation.
During the Black Friday and Cyber Monday week travel specials tend to get lost in the flurry of deals on smart speakers, tablets and HD TVs. Over the past few years the travel industry has quietly...
View ArticleExperience Points: Level Up With Experience Level Agreements
We habitually use metrics, even when they are not relevant. Our instincts are based on deeply ingrained responses to situations and inherent investment biases (time and cost). This annoys many a modern...
View ArticleLIFT Your Emerging Tech Efforts To The Next Level — Part 2
The Forrester Analytics Global Business Technographics® Priorities And Journey Survey, 2018, shows that customer-obsessed firms currently have a 93% customer satisfaction rate — far above the 65%...
View ArticleVideo: 2019 Research Themes (And A Few Resolutions)
Like most people, I consider November a good time to start thinking about the clean slate that a new year brings. There is lots of room to reflect on one year and get ready for the next one with a bit...
View ArticleAdvanced Analytics Is Required To Win, Serve, And Retain Healthcare Customers
There is an imminent market need to understand which analytics vendors truly help healthcare organizations (HCOs) make sense of their growing data assets and turn them into customer-level insights....
View ArticleInsights To Action — For Real This Time
You’d be forgiven for thinking it’s a sequel — a “Part Deux,” so to speak. But in fact, this is Forrester’s inaugural Data Strategy & Insights event. So why “this time”? Because, frankly, you’ve...
View ArticleDear IBM And Red Hat Customers . . .
Since IBM’s announced intention to purchase Red Hat for $34 billion, Forrester analysts have received a number of inquiries about the potential acquisition. Outside of our previously published...
View ArticleEvaluating Digital Experience Agencies In Asia Pacific — Providers Have Deep...
Firms across Asia Pacific are actively leveraging digital experience (DX) agencies to design, build, and manage digital customer experiences (CX). But to fully access these benefits, you need to...
View ArticleHealthcare In 2019: Five Bold Predictions
The healthcare industry is experiencing some much-needed transformation and disruption. Looking ahead to next year, we made five bold predictions. Watch the video below to learn what is in store for...
View ArticleDeep Dive Into Data Commercialization At Forrester’s Data Strategy & Insights...
I’m often asked the question, “What’s my data worth?” And my immediate (and somewhat provocative) response is “Nothing!” Data is, without a doubt, valuable. But when stored in vaults and locked down,...
View Article