Q&A — Uniting CX + Marketing At CX North America
I talk to lots of marketing and customer experience (CX) professionals as part of my job. I keep hearing over and over about how both groups are struggling to secure buy-in, differentiate, and win over...
View ArticleChina Pacific Insurance Transforms Claims Management With Computer Vision
Insurers are spending billions of dollars to modernize claims management. Traditional insurance carriers such as China Pacific Insurance (CPIC) are investing in emerging technologies such as AI, which...
View ArticleFive Forces Shape The Modern CRM Landscape
What is CRM? It’s not SFA (sales force automation) and it’s not marketing automation — although many use CRM to reference these two technologies. Forrester defines CRM as: “The business processes and...
View ArticleInfosys APAC Confluence 2020 — Great Messages, But Now Comes The Hard Part:...
It has been quite a start to 2020, and we’re barely out of January! China reported its first death from an unknown type of coronavirus; basketball legend Kobe Bryant, his daughter, and seven others...
View ArticleIf You Need Somebody — Not Just Anybody — Data Literacy Help Is Here
Some organizations need a little help with data literacy just to get their feet on the ground. Maybe they can’t seem to move the bar in terms of using data to make decisions. Or they sense that their...
View ArticleTendances 2020
A l’occasion de sa seconde conférence à Paris dédiée à l’innovation technologique au service de l’expérience client et collaborateur, Forrester a réuni une centaine de dirigeants des plus grandes...
View ArticleAdaptive Enterprises Have The Need For Speed
CIOs and CMOs who successfully position their teams as customer experience drivers and digital transformers are successfully accelerating their investments with agility. In many of these same firms,...
View ArticleThe Evolution Of Enterprise Detection And Response
When the endpoint detection and response (EDR, which was also referred to as endpoint threat detection and response, or ETDR, at the time) market was getting started, there was a lot of pushback,...
View ArticleMarketers, You Might Hate Abiding By New Data Restrictions, But Doing Nothing...
(coauthored with David Novitzky) Marketers use a wealth of consumer data for digital media buying, audience insights, targeting, measurement, and personalization. Unfortunately, this data dependency...
View ArticleThree Sacred Myths Of The Hong Kong Digital Life Insurance Market
Hong Kong is one of the most sophisticated life insurance markets in the world, attracting thousands of customers from mainland China and many other places. In recent years, the emergence of...
View ArticleIt’s Not All Roses (Or Popcorn): Data Literacy Starts With Recognizing Data
I used to have a microwave with preprogrammed cooking times. The top button was for popcorn. The result: I cooked everything as popcorn. If that machine had been capturing data on my cooking habits,...
View ArticleEnterprises, Cities, And States To The “Climate Rescue”
In December 2015, dozens of countries met in France to discuss, debate, and finally agree to an ambitious set of carbon reduction targets known as the Paris Agreement. The agreement was officially...
View ArticleMarketers, You Can Take This Personally: Your Personalization Strategy Isn’t...
Marketers, we have a personalization problem. No, it’s not your vision — most of you aspire to deliver more anticipatory and individualized experiences — it’s your execution. Across industries,...
View ArticleHow To Get Executives To Buy In To CX Transformation
Tie proposed CX initiatives to what executives care about most. Find guidance for building a business case.
View ArticleQ4 2019 Earnings: Top Takeaways For Facebook, Snap, And Twitter
The Q4 2019 earnings reports are in for Facebook, Snap Inc., and Twitter. Here are our top takeaways for marketers: Facebook, Inc. Last year, we at Forrester argued that despite the number and...
View ArticleHow To Derisk Your Commerce Replatform
Viewing your new eCommerce platform as a container to lift and shift legacy customizations is a mistake. Get examples of replatforming best practices.
View ArticleLeverage Bot Management To Enforce Ethical Data Use
In the recently released report, “The Forrester New Wave™: Bot Management, Q1 2020,” we talked about the range of bot attacks that organizations are facing, from simple web scraping bots to...
View ArticleNo Matter How Different Your Business Is, You Are In CX
When I describe what customer experience (CX) management requires to be able to transform a CX vision into reality, I often hear from my audience, “This is interesting, but we are different.” The...
View ArticleHow To Fight Bias In ML-Based Experiences
Recently, I interviewed Carol Smith about AI and ethics — she’s a Senior Research Scientist at Carnegie Mellon’s Software Engineering Institute, and she told me: “You’re bringing yourself to the...
View ArticleMarketers, Make CX Your Valentine This Year
This blog was co-authored by Cole Walsh. Although flowers and chocolates won’t be enough to embrace customer experience, prioritizing CX has never been more important in order to advance your firm’s...
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