You Can’t Ignore GDPR In Customer Service
Many organizations, particularly in North America, think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On May 25, 2018, the day the GDPR went into effect, I happened to...
View ArticleNew Research: In Adtech, Omnichannel Remains In The Eye Of The Beholder
Omnichannel — it’s everybody’s favorite word these days. But whenever I hear it, I am reminded of the sage words of “The Princess Bride’s” indefatigable Inigo Montoya, “You keep using that word. I do...
View ArticleThree Things To Know About UserZoom’s Acquisition Of Validately
I spoke with UserZoom CEO Alfonso de la Nuez Monday about his firm’s announcement last Thursday that it has acquired Validately. Why? Because many companies ask for my help selecting a usability...
View ArticleLeading Australian Banks Continue To Raise The Bar — But Many Mobile Banking...
(Coauthored with Riccardo Pasto, senior analyst and Seles Sebastin, senior research associate) It’s that time of the year again — a cold and wet June in Sydney as we try to survive another winter. The...
View ArticleCreate More Video To Engage Your B2B Buyers
If a picture is worth 1,000 words, then what is a video worth? 100,000? 1 million? The human brain processes video 60,000 times faster than text, so that’s a whole lot of words. B2B buyers are wired to...
View ArticleCut Through The Chatbot Hype To Find The Right Conversational AI Solution For...
In this short take, I discuss the lessons learned from evaluating 14 vendors for the Forrester New Wave™: Conversational AI For Customer Service, Q2 2019. Check out the video below. For more insights,...
View ArticleNew Research: What Blockchain Means For Advertisers
Today’s big brands have come to grips with a new advertising reality: Finding and successfully engaging with their best prospects and customers is more complicated than ever. But it’s not just rapidly...
View ArticleCan You Prove The Business Impact Of Better Design?
Design leaders often ask me: “How do I make the case to grow my team?” “How do I prove the impact that better design has on my organization?” “How do I elevate the impact of design?” The answers to all...
View ArticleRecruiting Market Update: Top Three Things To Know About iCIMS Acquisition Of...
In case you’ve been keeping score, you know the recruiting market has been evolving rapidly. A slew of new marketing-oriented, AI-fueled innovations has blossomed, helping businesses to improve...
View ArticleA Typical Day Of Analyst Life
We’re hiring! Forrester’s security and risk research team is growing and currently has four open analyst positions: identity and access management, application security, security analytics, and Zero...
View ArticleAWS re:Inforce Recap: The Cloud Isn’t Going Away, But Scare Tactics Should
Boston’s bustling Seaport District played host to the first-ever AWS re:Inforce 2019 cloud security conference, with over 5,000 reported attendees. Amazon Web Services set the tone of the event to be a...
View ArticleRetail Mobile App Experiences: A New Best-Practices Series
Mobile is the dominant digital touchpoint in retail, and mobile apps play critical role in it: Consumers who download a retailer’s app are likely to be more loyal, but that doesn’t mean they won’t...
View ArticleFacebook’s Recent Moves Highlight The Grand Challenge Of Digital Ethics
This blog is a summary of an interesting internal discussion we had among analysts. I’d like to extend my thanks to Jessica Liu, Martha Bennett, Fatemeh Khatibloo, Brigitte Majewski, Sucharita Kodali,...
View ArticleThe Key To Successful Health: Tech-Driven Innovations
My latest video is on how innovative tech leaders in all industries are ensuring and improving the health of their employees and customers. Through these efforts, they are both disrupting and...
View ArticleHow To Prepare For The Coming Recession
How To Prepare For The Coming Recession: Become An Adaptive Enterprise Recessions are notoriously hard to predict; even top economists often miss the timing, severity, and characteristics of...
View ArticleDigital Process Automation: An Important Part Of Your Digital Transformation...
Driving successful digital transformation will require developing a lot of software — much more than we’ve ever had to in the past. One strategy is to use a digital process automation solution with...
View ArticleRetailers: Your App Experiences Need Work – These Best Practices Can Help
A great mobile app experience is imperative for retailers: Your most loyal customers use your app, customers abandon brands with bad experiences, and customer expectations are rising as new features...
View ArticleMoonshots Hit Close To Home: Plant-Based Meats Are No Longer Mission Impossible
Six months ago, it was a moonshot. Now it’s much closer to home. Plant-based meats went mainstream at the speed of light. Back in December 2018, Forrester identified plant-based meat alternatives from...
View ArticleDoes Yesmail’s Sunset Mark The End Or The Beginning Of The Email Era?
In mid-May, Yes Marketing, the email service provider division of marketing services provider, Infogroup, announced that was exiting the email technology business. It will support its proprietary...
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