FORRward: A Weekly Read For Tech And Marketing Execs
It’s Time To Treat The Discipline Of Software With Respect This isn’t another dig into an already told story about Iowa’s failed app. By now, everyone knows that the app — designed to collect caucus...
View ArticleThe Three Ways Companies Value Customer Success Programs
In the three years since publishing our first report on the customer success discipline’s relationship to customer experience management, I’ve had many conversations with Forrester clients about...
View ArticleRSA Conference 2020: What I’ll Be Looking For At This Year’s Show
This year marks my first trip to RSA Conference in San Francisco. I wanted to take a step back and reflect on what I want to gain from the conference. Like many analysts attending, my diary looks like...
View ArticleCX In France: French Customers Expect Better
« Les français sont exigeants » is how I summarized Forrester’s findings about the quality of customer experience in France last week at Paris Tendances 2020 — translation: “The French are demanding.”...
View ArticleGoogle’s HR Chief Steps Down, Hands Employee Problems To Other Leaders
This departure illustrates four things that are happening at Google to employee experience. They will happen to you, too. Very soon. Get ready.
View ArticlePeachtree Corners — One Of The Smartest Smart Cities
This modern suburban city outside Atlanta, Georgia is driving one of the most empowering and successful smart-city initiatives on the planet. Curiosity Lab, founded in 2019, is driving open innovation...
View ArticleSamsung Galaxy S20 And Z Flip — Quick Take
Galaxy Z Flip It’s been a while since I saw a product demo and thought, “oh damn, that is cool.” I’m obsessed with the mechanics of how it folds. This is the first time in a long time that a new phone...
View ArticleTop CRM Trends For 2020
Customer experience (CX) is still king in 2020. Modern customer relationship management (CRM) must be used as a foundational technology for customer engagement in order to deliver experiences that keep...
View ArticleThe Martech Roundtable: The Past, Present, And Future Of Marketing Technology...
Let’s face it, the marketing technology ecosystem is harder to navigate than ever before. As marketing clouds continue to expand, new technologies achieve mainstream adoption, and marketers double down...
View ArticleThe TV Industry’s Latest Hill To Climb: How To Avoid The Sins Of Digital...
I’ve recently returned from Beet.TV’s latest Beet Retreat, and I’m feeling . . . optimistic? Pessimistic? Ambivalent? Ambivalent — I’ll go with ambivalent. There is so much opportunity for a TV/video...
View ArticleWhat’s Important Today In A Customer Feedback Management Vendor
Voice-of-the-customer (VoC) technologies play a critical role in the evolution of enterprise customer experience (CX) programs, helping CX leaders focus on driving improvements that impact both the...
View ArticlePredictions 2020: Answers To Your Questions
Forrester thought leaders weigh in on the meaning of CX, where IT automation is headed, and more.
View ArticleRSA Conference 2020: What I’m Looking for this Year
Counting down the days! My RSA Conference schedule is set, and I’ve stocked up on hand sanitizer. Here’s my game plan: · Look for innovation in data security. I keep coming back to “the basics”...
View ArticleRock N’ Role – The Art of Managing Employee Roles and Access for Dynamic...
The highly orchestrated symphony of grouping employees into well-defined roles with specific and granular access to enterprise apps/services is breaking down under the frenetic rock n’ roll era of...
View ArticleRSA Conference 2020: An Intelligence Nerd’s Shopping List
RSA Conference is an incredible opportunity for vendors to showcase their products and services to the security and risk community. Vendors, my shopping list does not include vaporware or snake oil....
View ArticleThe Power Of Technology-Driven Innovation
Firms pursuing technology-driven innovation are growing 3–4 times faster than their industry averages. Find out why.
View ArticleRSA Conference 2020: My Wish List
Last year was my first year as an analyst at RSA, and I loved and hated it in equal measures. I am now a year older and wiser, and I’m so looking forward to so many things, including being in the...
View ArticleFinovateEurope 2020: Has Fintech Lost Its Buzz?
Having attended Finovate for the past seven years, some of the demos are starting to feel repetitive and not as exciting. There are three reasons for this: the relative maturity of fintech and the...
View ArticleThe Power Of The Values-Based Consumer — And Of Authentic Brand Values
As consumers look to align their purchases with their principles, opportunities arise for brands — though genuine commitment is key.
View ArticleRSA Conference 2020: The Talks I Want to See
You’ve reached the point in your #infosec career where you get a full conference pass to RSA. Not coincidentally, this means you are now so busy every day that you don’t have the time to preview the...
View Article