Adopt And Express Your Values At CX North America
Nearly two-thirds of consumers choose, switch, avoid, or boycott brands based on their stance on a social issue. Marketing and CX pros can lead the way in getting values-based messaging right.
View ArticlePrivileged Identity Management Solutions Must Secure Growing Diversity Of Use...
Last week, Forrester published its latest overview of the privileged identity management (PIM) market, which can be found here. In it, we provide an overview of the 17 leading PIM vendors and...
View ArticleWork-At-Home: Just The First Step In Contact Centers’ Response To COVID-19
After it received more than a dozen complaints, the Larimer County Department of Public Health and Environment ordered a contact center in Fort Collins, Colorado to send its employees home last week....
View ArticleWe’ll Be Your Guide To Customer Journeys At CX North America
Marketers, let’s face it: Offering consumers a great experience across their entire customer journey remains a challenge. Despite technology that provides insights, touchpoints are multiplying,...
View ArticleIn A Time Of Crisis, Can Digital Technology Save Globalization?
Ever since I picked up a copy of Thomas Friedman’s The Lexus and the Olive Tree nearly 20 years ago, I’ve been convinced that globalization is here to stay. But the idea has been under fire recently,...
View ArticleNavigate To The New Norm: Insights From Forrester’s Consumer + COVID-19 Research
As COVID-19 wreaks havoc, businesses are forced to make tough decisions about how to operate in the current chaos and how to prepare for a wildly uncertain future. Without a template to follow, leaders...
View ArticleThe Insights Beat: Spring Has Sprung — Get Your Data And Analytics Tools In...
The time of year has finally arrived when the sun lingers on the horizon longer and longer, life creeps back into the trees, and weather forecasts look much more favorable. But this normally welcome...
View ArticleSummit 2020: Selling On B2B Marketplaces
Online marketplaces offer advantages to B2B sellers. Yet success requires a thoughtful approach. Read a few of the key questions to consider in this Forrester SiriusDecisions Summit session preview.
View ArticleFive AI Principles To Put In Practice
From tech vendors to governments to industry consortia to the Vatican, it seems that every day a new entity is announcing its set of AI principles — broad guidelines for how AI systems should be...
View ArticleHow To Determine Your Company’s Strategy For Values-Based Consumers
Brands’ moral, social, and political values are now a core issue for most customers and employees. Unfortunately, companies lack a systematic values strategy, leading to high-profile flubs. My new...
View ArticleIf You Want To Deliver A Great Customer Experience, Start By Attracting The...
The perfect experience for your customers is the one that fulfills your brand promise in a way that’s meaningful to them. That’s why simply copying experiences that work for other companies is worse...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Zoom Forfeits Goodwill By Failing To Secure What It Sells COVID-19 has crippled many companies, but one that surged, at least at first, was Zoom Video Communications, Inc. Zoom’s failure to secure what...
View ArticleFour Catalysts Contribute To A Perfect Storm Of Digital Retail Payments In...
While the COVID-19’s impact on payment behaviors is still unclear, a perfect storm had been brewing long before the crisis broke out. In our research, we found that four key catalysts are driving...
View ArticleData Proliferation Accelerates The Need For Data Literacy
With the onslaught of data and statistics about the pandemic, the world has seen an explosion of armchair virologists and policy pundits. Everyone has an insight to share, but not everyone gets it...
View ArticleForecasting In Uncertainty: US Tech Market Forecast Shows A Best-Case 5% Drop...
Forrester has just released its updated forecasts for the US tech market in 2020, factoring in the impacts of COVID-19 and the efforts to contain its spread: “US Tech Budget Outlooks In A COVID-19...
View ArticleExecutive Crisis Tracker
Help us track and share important COVID-19 experiences, plans, and expectations. How are companies handling the COVID-19 pandemic? How are their priorities shifting over time — for both the short and...
View ArticleFood Retailers’ Inadequate Crisis Response Highlights The Contrast Between...
I spoke recently with the head of strategy and architecture of a large distributor of industrial products about his company’s implementation of Oracle Supply Chain Management (SCM) Cloud and how its...
View ArticleThe Promise And Peril Of Apple And Google’s Alliance
Apple and Google announced on April 10 that they will partner on contact tracing technology to help “governments and health agencies reduce the spread of the [COVID-19] virus.” This is an essential and...
View ArticleHow To Succeed As A CX Professional
You won’t succeed as a CX professional, if you don’t know your strengths or if your strengths aren’t a good match for the CX challenges facing your organization. That’s what I learned from my recent...
View ArticleLe aziende ed i lavoratori italiani ai tempi del Coronavirus.
Nuovi dati di Forrester Research rivelano i sentimenti, le percezioni, e le aspettative della forza lavoro italiana in relazione al coronavirus ed alle misure adottate dalle aziende durante...
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