Future Of Retail: How Brands Will Address Employee Experience In 2019
To help retailers and brands, I’m delighted to continue our series, “Applying 2019 Predictions To Retail.” Last week, my colleague Claudia Tajima spoke with Harley Manning about how customer experience...
View ArticleReimagine Mobile To Activate Your Total Brand Experience
I focus a lot of my research on marketing innovation and have been working on mobile (first as a marketing guy at a telco in 1998, then as an analyst) for more than 20 years. However, it is still...
View ArticleEmployee Personas Strengthen Your EX Strategy
It’s an exciting time to join Forrester as CX culture analyst. My colleagues are thought leaders at the forefront of customer experience (CX), as well as employee experience (EX). As we build the case...
View ArticleCX In India: Looking Back To Look Ahead
So unless you’ve been living under a corporate rock for the past few years, you’ve certainly been bombarded with buzz around two words: “customer experience.” The problem with customer experience (CX)...
View ArticleDriving Investor Engagement
I’m attending the CFA Institute Annual Conference here in London, and one presentation really caught my attention today. Jane Henshaw, head of digital research at Vanguard, shared her team’s research...
View ArticleWhat’s Hot In Insurance Tech In 2019?
In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019”...
View ArticleThe New Era Of Marketing Strategy
Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing, and now data-driven marketing. As marketing strategy changes and marketing resources shift, so...
View ArticleWhat Open Source’s Collision With PaaS Means For Drupal And WordPress...
Please check out our second FORR in 3 episode. FORR in 3 is a new video blog series on commerce, content, and services. In this episode, Amanda LeClair and I discuss my recent research on the trends...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year. We’re not...
View ArticleThe Security Snapshot: We’re In The Endgame Now
On April 26, Marvel fans finally received an ending to an 11-year saga when “Avengers: Endgame” premiered in theaters. Without revealing too many spoilers, the Avengers were tasked with undoing a...
View ArticleLet’s Get Everyone To The Future
At 5 a.m. this Saturday morning, I will be in a huddle of a few dozen hardy individuals in subfreezing temperatures. At the hour, we will begin a “race” through 60 kilometers of beautiful desert...
View ArticleTV’s Tectonic Shift Just Happened
Did you feel the earthquake that hit the television business today? You should…. I’ve long used the geologic concept of plate tectonics as a metaphor for the television business. Like the earth’s giant...
View ArticleWho Moved The Communications Services Sector?
Success in the communications services sector is indeed a capricious piece of cheese. In it, every new technology advancement brings new business models, new security and sociopolitical debates, brand...
View ArticleThe Good, The Bad, & The Ugly Of US Mobile Banking Experiences In 2019
[Note: This is about the findings from our US mobile banking reviews and research, if you want to read about what we saw in Canada go here] Mobile apps have become the touchpoint of choice for millions...
View ArticleThe Good, The Bad, & The Ugly Of Canadian Mobile Banking Experiences In 2019
Mobile apps have become the touchpoint of choice for millions of people to manage their finances and Forrester regularly reviews those of leading banks. We just published our latest evaluations of the...
View ArticleReviewing Forrester’s 2019 New Tech Predictions – How’d We Do So Far?
Back in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year, and even predicted...
View ArticleResearch Announcement: Forrester Wave™ Evaluation Of Cybersecurity Consulting...
Research announcement: Another Asia Pacific Forrester Wave™ evaluation is coming. This time, I will be evaluating cybersecurity consulting providers in the region. Gather round! The cybersecurity...
View ArticleTo Excel At Customer Obsession, You Need An Adaptive Operating Model
Many firms have used Forrester’s principles of customer obsession to guide their business and IT transformation journey, striving to be customer-led, insights-driven, fast, and connected. But in their...
View ArticleThe Rise, Fall, And Rise Again Of The Integrated Developer Toolchain
The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down...
View ArticleIt’s Time To Transform Insurance Claims
My house is almost a hundred years old. And while it might have some lovely period features (often estate agent speak for dilapidation), it also requires constant care. This makes good home insurance...
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