How To Prove That Fixing Customer Experience Problems Cuts Costs
There’s an alternative approach to proving the economic value of CX, and it has some advantages: The math is simple and it’s hard to argue against. What’s more, you’ll be measuring something that...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
LVMH Acquires Tiffany & Co.: Why It’s A Prudent Match LVMH (Moët Hennessy – Louis Vuitton SE) is acquiring Tiffany & Co. for approximately €14.7 billion (or $16.2 billion). For LVMH, this will...
View ArticleRetailers Now Choose Commerce Tech Based On How Providers Engage, Not What...
Legacy suites and platforms have reinvented themselves, and a new component-based model has entered the ring. Gone are the days of take-it-or-leave-it, prefab, legacy commerce suites and isolated,...
View ArticleThe Top Tech That Will Win The Wallets Of Insurance Companies In 2020
Digital is now the essence of how customers engage and how carriers and agents operate. The result? Insurance digital and application teams are executing their digital roadmap and commercializing their...
View ArticleUberflip Acquires SnapApp: What It Means To B2B Marketers
Remember when saying “Content Is King” was all the rage and B2B marketers got excited about content marketing? It turns out marketing your ideas and product information via content only works if...
View ArticleA Roundup Of Key Machine-Learning Announcements From AWS re:Invent
For data science practitioners, machine learning developers or insights-driven business leaders, here are the key announcements from Amazon's AWS re:invent 2019 show that you should care about.
View ArticleRetailers: Make Your Website Accessible Or Leave Money On The Table
This blog post is part of Forrester’s Holiday 2019 retail series You want anyone to be able to buy from your retail website, right? News flash: You’re missing out on entire segments of your target...
View ArticleHere’s What Happened On The Biggest Online Shopping Day Of The Year
This blog post is part of Forrester’s Holiday 2019 retail series. Retailers (and consumers) have been talking about all things holiday for months, but the “official” kickoff of the highly anticipated...
View Article2020 Marketing Trends
In the past three weeks, I have shared the key findings of our predictions research to different clients and at some Forrester events in London and in Amsterdam. It is always interesting to challenge...
View ArticleTwenty Mobile Trends For 2020
Fifteen developments we expect to see in the coming year — along with five that won't come to pass.
View ArticleThe One-Sentence Business Case For Customer Experience
Recently, I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Shifting Gender Norms Threaten Brands With Cultural Irrelevance Gender is squarely in our cultural spotlight. As a culture, we are questioning long-held expectations attached to being a man or a woman,...
View ArticleMental Health, The Not So Widely Talked About Problem That Needs To Be On...
We Are Experiencing A Mental Health Crisis One in five Americans manage a diagnosable mental health condition in any given year. Up to 80% of people will manage a diagnosable mental health condition in...
View ArticleAvoid Becoming Dumb Money
The Dos And Don’ts Of Accelerating Innovation With Corporate Venture Capital One former VC partner I spoke with for my research on corporate venture capital (CVC) — “Accelerate Open Innovation Via...
View ArticleDo You Recruit Bad Employees As A Matter Of Policy?
For better or for worse, my family is a customer of a large bank near my home. Once in a while I step in to the branch to update documents for my mother (she still likes to see her account balance in...
View ArticleBeyond ERP: How Digital Operations Platforms Make Or Break The Customer...
Learn how to build a leading digital operation platform strategy and which software providers can help power modern business and customer experience.
View ArticleThe Right Way To Prioritize Customer Experience Projects
Advanced customer experience prioritization models can get complicated. Don't underestimate the power of a basic two-by-two chart and scoring rubric that consists of impact to customers and impact to...
View ArticleCustomer Communities Are Buzzing, But Should Your Brand Invest In One?
This year, we’ve seen an uptick in client and industry interest in customer communities. Marketers want to build authentic and lasting relationships with customers who are more and more likely to...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Product Security Takes Center Stage As Attackers’ Livestream Ring Devices Harass Users The astronomical success of Ring’s opt-in surveillance products took a dark turn over the last week when attackers...
View ArticleMake Edge Computing A Key Investment for 2020
Traditional technologies are no longer addressing the growing needs of modern business; that’s why a massive quantity of tech and telecom vendors, and now a significant amount of enterprises and...
View Article