What Is Your X1?
Customer experience has stalled. Over the past 24 months, some of the stars of Forrester’s Customer Experience Index (CX Index™), such as JetBlue and BMW, have shown no improvement in their CX. Other...
View ArticleThe Insights Beat: Light Up The Sky With Insights This July
It’s nearly Independence Day in the United States—a day filled with parades; fireworks; family; and, of course, delicious food. The day honors something that we, like the Founding Fathers before us,...
View ArticleGoodbye Smart, Hello Insights-Driven: Insights-Driven Cities Deliver...
I’ve always struggled with the term “smart city.” The word “smart” can mean a million different things. Getting smart with someone isn’t necessarily a good thing — as in a mother admonishing a child,...
View ArticleChinese Banks Offer Great Functionality And Usability, But There’s Still...
Mobile apps have become the touchpoint of choice for millions of people to manage their finances, this is especially true for China where the customers are among the most empowered in the world. We...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Facebook Has Brought Us To A Tipping Point Facebook is appointing what its leader calls a “supreme court” for resolving issues in content censorship. This oversight board will be appointed by Facebook;...
View ArticleCX SF 2019: Step Up To The High-Stakes Future Of Experience Design
If you’re a customer experience (CX) professional, you know that experience quality drives growth — Forrester’s data proves it — and that CX is customers’ perceptions of their interactions with your...
View ArticleUncovering The Enterprise Risks Posed By Consumer Connected Devices
Consumer connected devices are presenting increasingly attractive targets to cybercriminals, putting home networks and potentially enterprise assets at risk. In just the last two weeks, we’ve seen...
View ArticleEnterprise Meets Consumer Security: Exploring Approaches To Protect Employees...
Does your organization have a strategy for protecting employees at home as a part of your overall cybersecurity program? Something that could include, but really goes to a place that is beyond,...
View ArticleHot Or Hype: The Top Retail Tech Investments For 2019
In today’s increasingly competitive retail market, every technology initiative is pitched as do-or-die. So how do you make smart decisions about which technologies to invest in, to start testing, or to...
View ArticleDX Platform: Strategy, Software, Or Both?
In the past two business days, my colleagues and I have published the Q3 2019 iterations of our digital experience (DX) platforms Now Tech and Forrester Wave™. (A big sigh of relief and huge thank-you...
View ArticleCatch The 2019 Experience Platform Wave
Mark Grannan and I just completed our fourth evaluation of the major software vendors focused on digital experiences: Acquia, Adobe, BloomReach, Episerver, Liferay, OpenText, Oracle, Salesforce, SAP,...
View ArticleHow 100-Year-Old Firms Stay Relevant
As we’ve reported prior, the majority of legacy Fortune 500 firms are no longer market leaders because their focus remains on protecting their traditional business in this era of digital...
View ArticleAnnounce Forrester’s First DMP Wave For Asia Pacific
I’m excited to share that The Forrester Wave™: Data Management Platforms In Asia Pacific, Q3 2019 is now live. It’s the first time we evaluated data management platform (DMP) vendors’ capabilities in...
View ArticleAgile Marketing: It’s About Purpose, Then Process
This LinkedIn update sums up one of our core findings from research into how Agile methodology should be applied to a marketing organization. If you’re implementing Agile right in your marketing...
View ArticleEnterprise BI Platforms Are Low-Code App Dev’s Best Kept Secret
I recently had the privilege (not to mention a lot of fun) to participate in a brainstorming session with a large enterprise software vendor and my esteemed colleagues John Rymer, Rob Koplowitz, and...
View ArticleAsia Pacific Online Video Advertising Spend Will Reach $53.7 Billion By 2023
Increasing internet penetration, better data infrastructure, and increasing adoption of 4G and now 5G are driving video consumption in Asia Pacific. The Asia Pacific region is a mix of heterogeneous...
View ArticleAccelerate AI — Now Tech: AI Consultancies In Asia Pacific, Q3 2019
With AI moving from novelty toward mainstream, the objectives for deploying AI-based solutions are shifting from technology showcases to generating repeatable business results. But challenges remain: a...
View ArticleAutoML Is A Must-Have For Scaling Machine Learning Across The Enterprise
Whether you want to empower non-data scientists to build predictive models or boost your existing data scientists’ productivity, automated machine learning (autoML) solutions can help every...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Strategic Use Of Sponsorships Earns Nike The Marketer’s Golden Boot Turns out Nike was not an official World Cup Sponsor. Could have fooled us. Nike dominated viewer attention just as the US women...
View ArticleThe Canada Customer Experience Index, 2019: Canada’s Best Year Yet
Modest Gains Amidst Stagnation Give Canadian CX Its Best Year Yet Forrester’s 2019 Canada Customer Experience Index (CX Index™) reveals that the overall quality of the Canadian customer experience rose...
View Article