Can Creative Entrepreneurialism Save The Agency Business Model?
Jay Pattisall, Keith Johnston, and I have been probing the reasons behind the financial woes of agency holding companies such as MDC Partners, Publicis Groupe, and WPP. What’s going on? Why is the...
View ArticleJoin Us At CX SF 2018 For Insight Into Seamless Experience
You know that people’s experiences with your company, your products, and your services make all the difference in whether they decide to stay with you or switch to a competitor. It’s why you strive to...
View ArticleThrough the looking glass: Join us at Forrester’s CX Singapore 2018 Forum
“Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that!” The Red Queen, Through The Looking...
View ArticleCybersecurity In Singapore: Reflections Of A Visitor (And A New Fan)
I have just spent the last week in Singapore delivering speeches and meeting a multitude of clients in a series of what turned out to be back-to-back meetings. In the same way that I love traveling,...
View ArticleA New Era Of Privacy Is Here — We Can Help You Navigate It
Who knew that failed data governance would be the thing to turn the privacy world on its ear? When the Facebook/Cambridge Analytica scandal broke . . . and then got worse, consumers and politicians...
View ArticleHow Are You Using IoT Technology To Drive Business Innovation?
Over the past several months, I’ve spoken to dozens of Forrester clients about many emerging technologies. A common thread that I’ve observed is they all need help seeing around the corner, identifying...
View ArticleBest Buy’s GreatCall Expands Its Adjacent Industry Disruption
Best Buy has made yet another startup acquisition that enriches its customer value with innovative digital products: GreatCall, a San Diego-based startup offering health and medical alert devices and...
View ArticleAUDIO: Shoppable Video Creates Unique Customer Experiences And Differentiates...
When British lifestyle brand Ted Baker wanted to create a compelling customer experience, it employed the storytelling power of video and augmented it with interactivity. Its “Mission Impeccable”...
View ArticleTune In To The 10 Social Listening Platforms That Matter
Once upon a time, most brands relied on six-week-plus cycles of feedback through consumer surveys and expensive focus groups to listen to their consumers. Today, social listening platforms have become...
View ArticleHealth Insurers Must Improve Member Experience Now or Be Replaced
Improve Your Member Experience Now or Be Replaced Oscar Health is leading with a customer-centric business model and using technology to transform the future of health insurance. Alphabet’s continued...
View ArticleOracle’s ATP Raises The Bar On Database Administration
Oracle recently launched Autonomous Transaction Processing (ATP) service to complement its Autonomous Data Warehouse (ADW) offering. Similar to ADW, Oracle’s ATP service focuses on self-tuning,...
View ArticleYour Next Brand Crisis Is Just Around The Corner
Chipotle, Starbucks, Uber, Wells Fargo . . . the list of companies that have found themselves pounded by controversy is long — in fact, 50% of the Fortune 100 have had to deal with a crisis in the past...
View ArticleInsights on cybersecurity from board members
Over the past few weeks I’ve had the rare opportunity to meet with board members and discuss their views on cyber security. Many of the questions I posed were sourced from my LinkedIn community, where...
View ArticleSo What is CX Strategy Anyway?
Talk to 10 different customer experience (CX) professionals and you may get 10 different definitions of what a CX strategy is and what it does. One CX professional from a company with more than $65...
View ArticleThe GDPR And The B2B Seller: Keep Calm And Sell On
The European Union’s General Data Protection Regulation (GDPR) went into effect on May 25, 2018. It’s been a few months, and the repercussions are yet to be fully realized, leaving practitioners...
View ArticleMarketers, You Need Better Measurement — Two Companies Can Show You The Light
Marketers, need inspiration to get started with advancing your marketing performance measurement strategy? Look no further! In our latest report, “Case Study: Advanced Measurement Transforms...
View ArticleIntroducing The Consumer Tech Stack For Europe
In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts he focuses on how technology is fundamentally changing the way we...
View ArticleYou Need A Plan To Adapt To Climate Change — Today
At Forrester’s upcoming Privacy & Security Europe 2018 Forum, I’ll be presenting on a topic that I’m both personally and professionally passionate about: climate change adaptation. Forrester prides...
View ArticleAnnouncing Forrester’s Inaugural MRM Evaluation
We are delighted to announce The Forrester Wave™: Marketing Resource Management, Q3 2018. Our 35-criteria evaluation includes the eight most significant MRM vendors – Aprimo, BrandMaker, IBM,...
View ArticleThe 19 Essential Technologies Of Experience Design Are Ready For Prime Time
Companies are recognizing the difference that good experience design (XD) makes to winning and retaining customers. And experience design pros — the makers of these experiences, defining and refining...
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