Climate Risk Is Here To Stay — Emerging Solutions Help Your Business Adapt
The top five global risks identified in terms of likelihood in the World Economic Forum’s annual The Global Risks Report 2020 were all environmental or climate-related: 1) extreme weather events; 2)...
View ArticleMobile Banking Apps Take Center Stage As Australians Embrace Digital Banking
ATM use and branch traffic are way down, while contactless payments and digital banking services have increased dramatically. COVID-19 has forced Australian consumers to adopt digital banking, and the...
View ArticleThe Future Of Banking: Sneak Peek Into Our Upcoming Research
As part of our upcoming research report on the future of banking, Jacob Morgan and I have been interviewing financial services experts around the globe. Out of that research, four clear themes have...
View ArticleA Glimpse Into The Future Of Banking
COVID-19 is recasting the foundations of the future of banking and reshaping the digital agenda and priorities for many banks. Alyson Clarke and I have been interviewing financial services experts...
View ArticleBurberry’s Strong Sense Of Ethics And Legacy Of Digital Investments Sets It...
Burberry is the latest in a long line of retailers to announce staff cuts, store closures, and a rethink of some of its core assumptions about how customers interact with the brand and how work gets...
View ArticleIt’s Time To Say Goodbye To The EU-US Privacy Shield
In 2000, the European Commission (EC) introduced Safe Harbor. It was a principles-based, voluntary framework to allow companies to transfer personal data of European residents to the US. And Austrian...
View ArticleHow DBS has optimized operating model, governance and people enablement to...
This is part 2 of my blog on how DBS Bank set out to establish their enterprise data platform. You can find the first part here, and the full session for replay (as well as all other session replays...
View ArticleLearn The Key RPA Trends In China
The global RPA market has grown by leaps and bounds in recent years. In China, the market is still nascent, but has drawn a lot of attention since 2019 as existing and new vendors have started offering...
View ArticleNew Research: Reframing The Buy Vs. Build Choice
We’ve launched a new research stream seeking to create a “buy vs. build” decision framework for the digital era. Analysts at Forrester are observing very different behavior among clients who need new...
View ArticleMicrosegmentation: The Missing Piece In Your Customer-Obsession Puzzle
What is the first thing you do to solve a jigsaw puzzle? You separate the similar pieces. This could be by color, border edges, and even piece size. B2B marketers can learn a thing or two from all the...
View ArticleHCOs: Optimize Self-Triage Now To Better Serve Patients And Members And Get...
During COVID-19, self-triage emerged as a critical component for healthcare organizations (HCOs) as members and patients struggled to navigate a complex ecosystem and determine the best setting for...
View ArticleEnsure The Proper Return-To-Work Strategies And Technologies For Your...
This collection of Forrester’s research will help you develop and execute a detailed return-to-work plan with the appropriate strategies, policies, and technologies to keep people safe, reduce risk,...
View ArticlePeacock Launch Puts User Experience At The Center Of The Streaming Wars
NBCUniversal’s entrant in the streaming wars, Peacock, launched this past week, offering a full library of the network’s current season, original shows, and archival “must-see TV” programs, including...
View ArticleValue Stream Management Tools Unlock Agile-Plus-DevOps’ Potential: Takeaways...
Application development and delivery (AD&D) leaders focusing on velocity and cadence are finding there’s more to software delivery than going fast. These leaders are realizing that shifting their...
View ArticleCanadian Tech Market Will Fall At Least 7% In 2020 Due To The COVID-19 Recession
The Canadian tech market will fall in 2020. The only question is how much. Forrester’s latest forecast for Canadian business and government of tech goods, software, and services shows the best case is...
View ArticleHow To Make Customer Service More Digital
Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
The EU-US Privacy Shield Was Just Invalidated: What To Do Now This week, the Court of Justice of the European Union handed down its ruling in the case popularly known as “Schrems II.” Why should you...
View ArticleHow Volkswagen Group Australia Ended Customer Experience Bonuses And Boosted...
We know it’s a bad idea to pay employees for achieving customer experience (CX) metric targets. But how can companies move away from that practice if they’re already doing it? Jason Bradshaw and Andrew...
View ArticleInsights From Forrester’s US Retail Recovery Heat Maps (April – July 2020)
Over the last three months, we have estimated how the retail economies of 30 major US metropolitan areas are recovering from COVID-19. By aggregating 11 metrics (across retail sales, local economic...
View ArticleThe Customer Feedback Frenzy Continues As Microsoft And Salesforce Up Their Game
Earlier this year, I blogged about how customer experience (CX) pros should be wary of what they hear about voice-of-the-customer (VoC) capabilities from some customer relationship management (CRM)...
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