Join Us At Forrester’s Annual CX Europe Forum November 13–14
Back in 2012, I attended Forrester’s CX Europe event for the first time — at the time, as a Forrester client. This November, six years later, I’m delighted that I’ll be hosting the event. Personally...
View ArticleBeyond The Hype, AI Will Spark A Marketing Renaissance.
Marketing technology (martech) vendors are heavily pitching AI. However, AI per se is not new and won’t solve CMO’s problems overnight. In fact, many marketers use AI without even knowing it, when they...
View ArticleA Good Life Hack
Quickly: Stop reading the news during your workday — you will be happier and more productive. I was traveling in Europe in June, and in a reflective moment, I asked myself a simple question: “What one...
View ArticleFour Reasons Why Reddit Is The No. 1 Social Media Platform For Channel...
By Jacob Basseches and Jay McBain As of June 2018, Reddit surpassed Facebook to become the US’s most-visited social media platform.[1] And it’s the US’s third-most-visited overall after Google (No. 1)...
View ArticleCan Emerging Technologies Turn The “Seamless Experience” Unicorn Into A Reality?
A few weeks ago, I opened my inbox to find an email from The New York Times telling me it had updated its homepage, saying it wanted to give its subscribers a “seamless experience: Whether you visit on...
View ArticleHave We Nailed It, Or Do We Still Need To Talk About Security Communications?
In 2011, I published a report titled “How To Market Security To Gain Influence And Secure Budget.” I am now going through the process of refreshing this report, and it got me thinking: What has changed...
View ArticleZero Trust Technology Works; Excuses Don’t
I have done a few exercises on implementing Zero Trust and Zero Trust eXtended (ZTX) in enterprises. The impetus behind these exercises from a strategy standpoint is that the participating...
View ArticleThe Key To Marketing And Sales Alignment? The Customer
B2B marketers get it. They know they need to operate across their sales and marketing silos to get beyond portfolio-centric campaigns to connect with buyers via specific, contextually relevant content...
View ArticleFourteen Hacks For Your CX Business Case
Eighty-six percent of CX professionals we recently surveyed say that the ROI of CX isn’t well established in their firm. Yikes! To be fair, building a CX business case can be hard. And even when you’ve...
View ArticleCustomer Experience Index Reveals Brands Lack Human Connection
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of...
View ArticleNew Tech Spotlight: Fintech Investments Reach All-Time High In Q2 2018
Fintech is white-hot. Venture capital and private equity firms just can’t get enough of it. You’re probably thinking that fintech has been hyped for years now, but Q2 2018 turned out to be the largest...
View ArticleFocus On The Quadruple Aim For Success With AI In Healthcare
For Artificial Intelligence In Healthcare, The Quadruple Aim Isn’t Just A Goal — It’s A Requirement There is enormous excitement around using artificial intelligence in healthcare, and at the same...
View ArticleNot Everyone Deserves To Conduct The Multicloud Orchestra
Multicloud is a real and increasingly strategic customer choice rather than an accident of poor or nonexistent planning. We all know that; I’ve written about it before. Vendors of cloud tools and...
View ArticleAgile Processes Can Transform Companies From Unexpected Places: The VGZ...
In today’s fast-paced world, you’d be hard-pressed to find an IT shop that isn’t at least experimenting with Agile. The pressure for IT to accelerate and innovate faster than ever before is real. But...
View ArticleForget Everything You Think You Know About Marketing Planning
What’s the first thing that comes to mind when you think about marketing planning? An annual rite of corporate governance? A forced march of endless meetings and spreadsheets? Guessing what your...
View ArticleRedefining Influencer Marketing: Key Insights For B2B Marketing Leaders
Influencer marketing is often characterized as a trendy tactic for B2C marketers to tap into the far-reaching audiences of the Insta-famous. As a result, the practice regularly receives negative...
View ArticleFive Things We Learned About The Untapped Potential Of Loyalty Programs To...
In Episode 154 of The CX Cast (subscribe!), we were excited to have our colleague, Principal Analyst Emily Collins, join us to talk about loyalty programs and their influence on customer experience....
View ArticleThe research you need to overcome seams in experiences
Seamlessness is quite the buzzword these days. It seems that brands of all shapes and sizes are vying to achieve it – from cars, to shopping, to payments, to even “co-living” communities the storied...
View ArticleForrester’s 2018 ECM Panel Survey Is Open – Call For Participation
Forrester’s survey for enterprise content management (ECM) decision-makers is open…and we’re looking for your participation! 2018 Global Enterprise Content Management Online Survey Provide your...
View ArticleJoin Us To Learn How To Embrace Privacy And Set Your Firm Apart In Your...
We know it: Customers are increasingly demanding protection for and control over their data. Firms that meet and exceed these expectations are recognizing and treating privacy as a value; they’ve...
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