There’s Just One CX Metric That Matters To Your C-Suite — But You’re Not...
I’d be doing you a massive disservice if I didn’t tell you that the one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS).* It’s also not level of...
View ArticleAgile Procurement In Government Is Not An Oxymoron
In any conversation focused on Agile, it takes some time to figure out what each party means when they use the term. In my early research on Agile procurement in government (and Agile procurement in...
View ArticleSEO And Site Search: Not Quite The Match Made In Heaven
We (Collin and Mark) had a hypothesis: Site search and SEO were natural partners in a broader scheme to help customers find answers and products. But we needed evidence: How should these strategies...
View ArticleFive Vendors Lead In Our Second Forrester Wave™ Evaluation On Unified...
Today, we released our updated “The Forrester Wave™: Unified Endpoint Management, Q4 2019.” This is the second year we’ve published our unified endpoint management (UEM) Wave (you can find last year’s...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
By Silencing Hackers With NDAs, Uber Could Legitimize Ransom Attacks As A Business Despite a half-billion-dollar marketing campaign last year to rebuild Uber’s image, the ride-sharing giant’s...
View ArticleThree Key Factors That Drove Alibaba’s 2019 Singles’ Day Success
Another year, another successful Singles' Day for Alibaba. Read how it generated a staggering $38.4 billion in online GMV on November 11.
View ArticleA Timeline Guide For Your 5G Strategy
The rollout of 5G is much more evolutionary than the rollout scenarios of previous cellular standards.
View ArticleEnterprises Need Plans For Both Climate Sustainability And Adaptation
Last week, more than 11,000 scientists signed their name to a statement declaring a climate emergency and warning of “untold suffering due to the climate crisis.” The declaration calls for governments,...
View ArticleWhen Websites Come Down, Twitter Blows Up And Marketing Wins
Sites crash, especially when a new product launch creates a massive leap in traffic compared to usual demand. Two sites notably crashed recently: startup Jeffree Star Cosmetics and veteran brand...
View ArticleThe 64 Best Channel Podcasts Of 2019
By Jay McBain and Rob Spee If you haven’t listened to a podcast yet, you’re now in the minority. According to Podcast Insights, 51% of the US population has listened to at least one podcast. Since...
View ArticleIn The Fast-Growing ePurchasing Software Market, Best-Of-Breed Apps Hold...
Which is the right choice: best-of-breed apps or application suites? This is a perennial question CIOs and business partners face in selecting application software. Forrester’s data on the ePurchasing...
View ArticleNew “Prescriptive” Low-Code Segment Emerging
Developers deliver major types of business applications many times faster with low-code platforms than they can by coding alone. How will low-code vendors keep raising software-delivery speed? I see...
View ArticleRPA Impacts Employee And Customer Experiences — And That’s A Big Deal
Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task...
View ArticleWho Should Design: Blend Democratization, Expertise, And Representativeness
The best CX arises when every employee learns design basics and a pro design team — that's representative of the intended audience — guides the process.
View ArticleFacebook Has The Scale To Build A Strong Payments Business, But Not The...
Yesterday, Facebook announced Facebook Pay, its new payments system for Facebook, Instagram, and WhatsApp. Users can use Facebook Pay for “fundraisers, in-game purchases, event tickets,...
View ArticleEY Flexes Its Blockchain Muscles In China
EY’s Asia Pacific Blockchain Summit took place for the second time in Shanghai on November 6. It was an opportunity for EY to showcase its most recent blockchain projects happening around the globe, as...
View Article5G In The Retail Sector
5G will speed up the transformation of the retail sector by delivering technology building blocks for frictionless end-to-end experiences.
View ArticleThree Technologies Will Redefine “Core HR” To Power The Future Of Work
During the past several months, I’ve attended global industry events, analyst days, and vendor customer events from ADP, Workday, the HR Technology Conference & Expo, SAP SuccessFactors, and...
View ArticleGoogle Makes Moves Into Banking: Should Banks Be Worried?
Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.
View ArticleThree Takeaways From Adobe’s MAX Conference — About AI, Design, And Creativity
Adobe’s recent MAX conference featured the usual (impressive) lineup of creative celebrities and new features, many of which are powered by Adobe’s AI engine Sensei — but the event also touched on some...
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