How PCC Turned Its Undifferentiated Rewards Program Into A Loyalty And...
Another undifferentiated loyalty program focused on cookie-cutter transactional rewards and lacking in customer insights. Does it sound familiar? Programs like this saturate the market even when...
View ArticlePromising Improvements — Forrester’s US Retail Recovery Heat Map, February 2021
Since April 2020, 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 indicators,...
View ArticleFacebook’s Ban On News Is A Blow To Consumers, Not Regulators
On February 17, 2021, Facebook announced it would restrict sharing or viewing local and international news content in Australia in response to the Morrison Government’s move to regulate the...
View ArticleNew Research Announcement — Now Tech: European Cybersecurity Consulting...
I just launched a Now Tech that lists out the major firms participating in the European cybersecurity consulting market, which has undergone a radical transformation in the last 12 months. Forrester...
View ArticleAutomation Will Reshape Australia’s Job Market For Decades To Come
Seven years ago, you could have been forgiven for thinking that every second person you knew would be unemployed in just over a decade. Headlines at the time were sensational and alarmist after Oxford...
View ArticleAgile CMS Moves The Market Beyond Headless — The Just-Released Forrester...
Agile content management systems (CMSes) build on the momentum of nearly 30 years of delivering modern, digital, internet-powered experiences. With a nod to both developers and practitioners, agile CMS...
View ArticleWhy Citi’s $500M Mistake Is Really A Design Debt Interest Payment
Bad user interface design just cost Citi $500M: Three employees using poorly designed software accidentally sent $900M to one of its client’s creditors instead of $7.8M — then when creditors refused to...
View ArticleInside The Black Box: Designing Sensors To Decode B2B Buying Signals
Moving from click-based engagement to real-time buyer enablement requires a change in mindset from data collection to signal detection.
View ArticleUnderstand Today’s Investors In Metro China, Hong Kong, And Singapore
Why You Need A New Segmentation Approach To Understand Today’s Investors Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new...
View ArticleWhy Invest In Customer Experience?
Our research shows that customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. You can stop reading now … Still Not...
View ArticleForr The Planet: Sustainability Interview Series
Photo by Abhijit Sunil Atos In my research pursuit of technology sustainability, I have spoken to many technology and business leaders around the world about their sustainability initiatives....
View ArticleEnvironmental Initiatives Dominate Sustainability Efforts Of Financial...
Sustainability — with its focus on environmental, social, and governance (ESG) principles — is beginning to dominate political and business agendas worldwide. Even before COVID-19, initiatives such as...
View ArticleHow B2B CMOs Can Respond To Their CEOs’ Need For Certainty
Now more than ever, B2B marketing leaders need a strategic vision that drives their companies' growth agenda. Learn how to create a clear, actionable strategy — and join us at B2B Summit North America...
View ArticleAre Distributors The Future Of Distribution?
I made a prediction in January of 2018 that IT distributor disruption would continue. It was obvious that industry consolidation was accelerating, major distributors were diversifying, and private...
View ArticleSeize The Moment To Become A Future Fit Tech Leader
The recent World Economic Forum 2021 Global Risks Report strongly highlights the knock-on effects that tech leaders will face, such as IT infrastructure breakdown or tech governance and cybersecurity...
View ArticleAnnouncing The Cybersecurity Risk Ratings New Wave, Q1 2021
The cybersecurity risk ratings (CSR) market is a bit like Marmite or SPAM (the pork product in a can, not the unwelcome emails) — some customers love it, others hate it. We see examples of both...
View ArticleLessons From A Cold Texan: How Marketers Can Prepare For A Crisis
Audience planning is a fundamental crisis mitigation strategy — is your company prepared for the unexpected? In her latest blog post for Forrester, analyst Jennifer Rouse serves up a lesson from recent...
View ArticleTech Giants Will Make Texas Power Reliable
We’ve been seeing lots of stories about the effect of the power outages in Texas, and more will come over the next few weeks. When it comes down to it, the “R” in ERCOT was overlooked. One of the...
View ArticleAfter Retail Banking, Now Banks Must Transform Their Corporate Banking
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and...
View ArticleHow To Establish And Grow Your Customer Experience Function In Europe
Customer experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate...
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