Global Accessibility Awareness Day: Equal Access Is Good Business
Yesterday, my LinkedIn feed lit up with posts from individuals and companies stating their commitment to digital inclusion. Why? Because it was Global Accessibility Awareness Day (GAAD), a day aimed at...
View ArticleCX NYC 2019: Q&A With Rick Parrish On Values-Based Selling
Consumers are paying close attention to brands’ moral, social, and political values. They’re making buying decisions based on the values a brand stands for. However, our research shows that companies...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Even Big Digital Companies Need Little Humans . . . Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit . . . and go start a local...
View ArticleCX Execs Rise To Power Across B2C And B2B Industries
Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries. But we’ve...
View ArticleHarry’s Acquisition Reaffirms It: Brand-Building’s In A Generational Shift
Like fading celebrities, brand owners fear one thing most of all: irrelevance. “I think my mom/dad/grandma/grandpa uses them.” The horror. Edgewell Personal Care’s most recent annual report is all...
View ArticleEmployee Engagement And Cultural Transformation Drive Customer Experience
Employee engagement is critical for customer experience.
View ArticleService Providers Begin To Get With The New Dynamic At Microsoft
Microsoft CEO Satya Nadella made a statement last year at a media briefing that has stuck with me: “. . . Our business model fundamentally is about creating more surplus outside us. We will only be...
View ArticleThe Impact Of Digital Transformation On The Vulnerability Management Space
As I’m kicking off the next iteration of the Forrester Wave™ for vulnerability risk management in the coming weeks, I’ve been fielding a lot of questions about what I’m going to be focusing on and why....
View ArticleMake Addressing Climate Change A Priority For Your Tech-Driven Innovation...
If your firm is customer-obsessed, then a key focus should be on addressing emerging customer needs — and, sadly, where and how customers can live is rising fast as a global concern. As noted in my new...
View ArticleAI, Automation, And Robotics . . . Oh My!
As companies strive to improve customer experience through better customer and employee engagement, they inevitably face the problem of scalability. How can we provide a seamless, convenient, and...
View ArticleA Glimpse Into The Future Of The Store
Offline stores are more important than ever despite the eCommerce boom. How will digital technologies transform the future of the store? My colleague Michelle Beeson and I share our points of view. For...
View ArticleFollow The ABM Road Map To Recruit The Right Channel Partners
As the artificial distinction between account-based marketing (ABM) programs and everything else we do in B2B continues to dissolve, more firms are realizing that they can leverage the same...
View ArticleYour Customers Want to Self-Serve — It’s Good For Them And Good For You
Your customers have more choice over what products to buy, where to buy them, and how to buy them. What they don’t have is time. In fact, Forrester finds that two-thirds of customers say valuing their...
View ArticleFuture Healthcare Success Is Rooted In Exceptional CX
We know that better customer experience (CX) in healthcare better engages customers and patients, improves care outcomes, and reduces costs. But there are several factors contributing to lagging CX in...
View ArticleFuture Of Retail: Implementing Artificial Intelligence In 2019
To help retailers and brands plan for 2019, Researcher Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Last week, we spoke to Sam...
View ArticleDigital Acceleration Is At A Crossroads — Modernize Everything Or Die
Have you experienced or heard of anything similar to these anecdotes? “Tesla can’t figure out how to manage its glass inventory and replacements” or “I was abroad and had to give Uber my credit card...
View ArticleWhy Sizmek’s Ad Server Shouldn’t End Up With Amazon
Ad serving… sounds boring right? And on its face, it is. Ad servers are the pipes of digital advertising – they (virtually) move content or ad creatives into empty slots on publisher’s pages, and then...
View ArticleMake addressing emerging market challenges a priority for your tech-driven...
If your firm strives to be Customer Obsessed then a key focus should be on addressing emerging customer needs and challenges. Sadly, where and how they can live is rising fast as a global concern. As...
View ArticleProfiling Fintech: Q&A With Dennis Khoo, Regional Head At TMRW Digital Group,...
Over the past years, a tidal wave of new digital banks has launched across the globe. These days, they come in many shapes, colors, and sizes. The common denominator: These new entrants relentlessly...
View ArticleISO Innovative Solutions For Today’s Investor Segments At The Upcoming 2019...
I will be attending the 2019 In|Vest conference this July in New York. Like everyone else in the industry, I am keen to hear the latest on what’s happening in digital wealth management from incumbents...
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