Forrester’s Latest Infographic: Consumers Don’t Believe The Chatbot Hype
Consumers really don’t like your chatbot. It’s not exactly a relationship built to last — a few clicks here, a few sentences there — but Forrester Analytics data shows us very clearly that, to...
View ArticleJoin Our 2019 Search Marketing Survey
I am pleased to announce that Forrester and SEMPO (Search Engine Marketing Professional Organization) are partnering for the second year in a row to field a search marketing survey. From last year’s...
View ArticleCMOs: To Get A Seat At The Digital Transformation Table, Command Your...
Only 16% of CMOs are responsible for leading the execution of their firm’s digital transformation. Now is the time to rethink your role. Too few CMOs actively lead or are deeply involved in digital...
View ArticleLearn The Key Players Making Virtual Visits A Reality In Healthcare
Virtual Care Alleviates Key Pain Points In The Care Journey Don’t you miss summer? That time of year when there isn’t a flu epidemic or polar vortex sweeping across the country. Unfortunately, we are...
View ArticleDiscoverOrg Shakes Up B2B Data Provider Market With Acquisition Of ZoomInfo
B2B marketing data provider DiscoverOrg announced on February 4th that the company is buying ZoomInfo. Our snap analysis is this is a smart move that shakes up the market and bolsters DiscoverOrg’s...
View ArticleThe New Digital Model For Brand Experience.
The Journey From Energy To Experience. In the summer of 2017, I, along with my Forrester colleagues, wrote up the results of our year-long endeavor to build an analytically sophisticated, data-driven...
View ArticleMarriott’s Bonvoy Boasts “Better” Loyalty, But Can It Deliver?
After more than two years of loyalty program limbo and “will it or won’t it” debates, Marriott unveiled the name of its unified loyalty program: Bonvoy. This final step in the world’s largest...
View ArticleAs Java SE 8’s End Of Public Updates Passes, Everyone Scrambles To Adjust
By John R. Rymer and Jeffrey S. Hammond This January, Oracle’s new support program for Oracle Java SE went into effect. The cost, security, and timing implications are proving to be a difficult...
View ArticleThe B2B Analytics Portfolio: Untapped Competencies To Develop Now
This past year, I attended Forrester’s Data Strategy & Insights 2018 Forum. As I sat down to breakfast on the first day, I joined two attendees from a multinational package delivery and supply...
View ArticleHow CRM Will Evolve In 2019
Modern CRM is delivered as software-as-a-service and microservices, is modular, and offers APIs for easy access to enterprise applications. It empowers customer-facing personnel with the right data...
View ArticleData Governance Takes A Turn — And It’s A Doozy
If you were to ask me a year ago what I would point to as a best practice for data governance, my response would be to look at what financial services firms do to meet their regulatory requirements....
View ArticleHow Digital And CX Teams Collaborate To Deliver On Brand Promise
Take Practical Steps To Apply CX Disciplines To Digital Initiatives Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies...
View ArticleStop Emulating Uber — Modernize Customer Feedback Collection
This is part 2 of my blog series on the future of CX measurement (read part 1, part 3, and part 4). If you think of the app of ride-sharing giant Uber as an example for how to collect customer...
View ArticleThe Insights Beat: Quash The Groundhog Day Effect In Your Insights Journey
It’s early February. Punxsutawney Phil predicted an early spring this year, and there is hope (and warmth) in the air.[i] But it’s not always rosy for you as a data, analytics, and insights leader. You...
View ArticleWe Passed “Peak Survey Effectiveness” In CX Measurement — What Now?
This is part 1 of my blog series on the future of CX measurement (read part 2, part 3, and part 4). CX pros can learn a lot from the inverted U theory. It describes that more is better . . . until it...
View ArticleGen Z: Our Window Into The Future Of Feedback
This is part 3 of my blog series on the future of CX measurement (read part 1, part 2, and part 4). I recently shared my research on the future of CX measurement in Professor Kay Lemon’s applied...
View ArticleAI Is Not Your Savior In Social Listening
You’re hearing with increasing frequency that social listening platforms (SLPs) are incorporating artificial intelligence and that AI may eventually unburden humans from heavy social data management...
View ArticleSocial Media Q4 Earnings Roundup: Holiday Ads + Mystery User Numbers
Ad Revenue “It’s every bit as certain as death and taxes.” (Meet Joe Black, 1998) . . . And I’d add “holiday advertising.” Q4 2018 proved yet again that advertisers ramp up their media budgets in Q4 to...
View ArticleUnlock The Mysteries Of IoT Pricing
Koninklijke Philips has come a long way since the Philips family began making light bulbs in the Dutch city of Eindhoven in 1891. Today the company focuses on healthcare, but it wants to do more than...
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