Are You Modernizing Your B2B Go-To-Market Strategies?
Last week, I had the opportunity to speak at a dinner event with 20-plus senior marketers and business partners that InsideView sponsored. We wanted to explore how well marketing and sales are facing...
View ArticleUse Text Analytics Technologies To Handle Mountains Of Unstructured Data
Enterprises are sitting on mountains of unstructured data — 61% have more than 100 terabytes, and 12% have more than five petabytes! Luckily, there are mature technologies out there that can help....
View ArticleAmazon Is A (Big And Scary) Red Herring
Amazon is on the tip of the tongue when folks analyze the retail sector or try to craft strategies to save or re-energize retail brands. Sure, Amazon is reshaping the retail sector, causing turmoil for...
View ArticleHow Do You Get The Right Help With Design In 2018?
The design market is hotter than ever — especially for human-centered design, which is the right way to do it. There are more jobs, more spending, and more executive interest. But what if your company...
View ArticleMobile In-Store Retail Delivers Service, Efficiency and Convenience
In-Store Mobile Delivers Service, Efficiency, and Convenience. Customer service through associate-assisted mobile scanning and checkout. Operational efficiency through associate mobility. Customer...
View ArticleThere Are No Clear CX Leaders Among US Brands — For The Third Year In A Row
Forrester’s 2018 Customer Experience Index (CX Index) for US brands reveals a worsening CX leadership gap: Not a single brand has risen to the top of our rankings and continued to move upward, and the...
View ArticleForrester’s 2018 US Banking Customer Experience Index Shows That CX Is...
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in...
View ArticleTesla Sabotage: A Perfect Storm For Insider Threat
Last Sunday, Tesla CEO Elon Musk sent an all-employee email to Tesla employees revealing that the company was the victim of insider sabotage. Musk indicated that the saboteur made changes to Tesla’s...
View ArticleYou Can’t Afford to “Wait & See” with Emerging Tech
New C-Suite Must-Read Report: “Tech Innovation Chains Create Breakthrough Opportunities” C-Suite execs responsible for driving business innovations, I highly encourage you to read Brian Hopkins‘...
View ArticleDifferent Year, Same Health Insurer CX Index Story
Health insurers know why customer experience is critical — CX leaders grow revenue faster than laggards, can charge more for their products, and have a higher brand preference. But based on Customer...
View ArticleAuto And Home Insurer CX Inches Up Slightly In 2018
Seven auto and home insurers saw a statistically significant change to their Customer Experience Index (CX Index™) scores in 2018. As a result, the average score for the industry has moved up one point...
View ArticleWhy AT&T’s Acquisition Of AppNexus Is A Big Deal
The rumors were swirling during the Cannes Lions festival last week, though I don’t think I expected it to happen so fast. But it did. Yes, AT&T has acquired adtech company AppNexus in news...
View ArticleAlexa, How Do I Fix Healthcare?
Disruption Is Bringing Much-Needed Innovation To Healthcare Disruption is not new to healthcare, but the entrance of established brands from other industries signals a level of disruption that hasn’t...
View ArticleYour 2018 Guide To Cyberinsurance Is Here!
Forrester’s 2018 Guide To Cyberinsurance Today, no one is 100% secure — believing otherwise is hubris of Icarian proportions. This reality is a core reason why more organizations are turning to...
View ArticleLet’s Talk Omnichannel Content At OmnichannelX
Sometimes you hit a nerve as an analyst. Sometimes everyone you talk to about an issue says, “Hey, that’s exactly what we’re focusing on right now! It’s a big deal for us — yeah, right now!” Nick...
View ArticleRetailers Still Struggle To Differentiate Through Customer Experience
The barrier has never been lower for retail shoppers to compare offerings and try new companies. Superior customer experience (CX) helps foster loyalty, and at the end of the day, CX leaders grow...
View ArticleThe Billion-Customer Digital Accessibility Opportunity
There’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute. And these potential customers have money...
View ArticleImplement UEM To Improve Employee Experience And Protect Customer Trust
Introducing Our 2018 Now Tech On Unified Endpoint Management (UEM) We are excited to announce the publication of our Now Tech report on Unified Endpoint Management! Forrester clients frequently ask us...
View ArticleThe Rise Of AI-Fueled Speech Analytics: Key Takeaways From Forrester’s New Wave™
The recently published report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect, CallMiner, Clarabridge,...
View ArticleNew Leaders Emerge As Businesses Are Disrupted More Rapidly
When you think of digital disruption, Uber-like firms come to mind: digital businesses blind-siding well entrenched industries like taxis, hotels or razors with new business models, products and...
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