Five Questions To Ask About Digital Studios Before Your Next Project
Virtually all global services firms have invested in digital studios, and for many agencies, it’s just the way they’ve worked for years. But despite these investments, many services buyers don’t know...
View Article‘Tis The Season For Consumers To Still Not Buy On Social Media
This blog post is part of Forrester’s Holiday 2018 retail series. Despite news of brands such as Nike, Adidas, Allbirds, and SeatGeek successfully selling on social networks, social media is still not...
View ArticleWhat’s At The End Of The B2B Buyer’s Journey? Advocacy!
Personas and journey maps have become key tools for the modern marketer. As my colleague Lori Wizdo expertly explains: It is the job of marketing to guide the buyer through the buying journey. Becoming...
View ArticleSpring Cleaning In December: Declutter Your Insights House
Feeling overwhelmed with all the data that your teams must wrangle before even getting to data science? Feeling like you have more than enough dashboards and tools? Feeling like you don’t have any more...
View ArticleDigital Transformation: Why Culture Is So Key
I am really honored to have represented Forrester in the jury of the eCAC40/Les Echos Index measuring the digital maturity of the largest French companies quoted at the French stock exchange (CAC 40...
View ArticleIndustry Ecosystems Will Be The Next Frontier In SaaS
Nearly 20 years after SaaS giants such as Salesforce and NetSuite made their foray into the world of enterprise applications, we still see SaaS disrupting the traditional software world at a fast pace....
View ArticlePrivacy Topples Attribution Measurement . . . For Now
News flash for marketers using Google for advertising: Measurement just got more difficult. GDPR forced Google to rethink how it gathers, stores, and uses customer and prospect data or face hefty fines...
View ArticleYour Experience Design Provider Builds Its Own Products And Invests In...
About half of the 51 XD providers we surveyed recently — agencies and consultancies such as Astro Studios and Work & Co that provide experience design (XD) services — are also: Developing their own...
View ArticleAssess Your Innovation Capability Maturity
(with Pascal Matzke and Michael Glenn) Customer expectations are rising too quickly for traditional models of incremental improvement; companies need to find a strategy to harness disruptive...
View ArticleHow Consumers Really Feel About Your Loyalty Program
Points and discounts are the hallmark of most loyalty programs, and our data shows that they are usually pretty successful in incentivizing purchase behavior: Nearly half of US online 18–35-year-olds...
View ArticleContact Centers Have Moved To Cloud — What’s Next?
As of 2018, the market for contact center technology has fully shifted to cloud. The remaining outliers of demand are large, highly customized implementations that preserve legacy on-premises software...
View ArticleIt’s A New Type Of Digital Holiday Season
This blog post is part of Forrester’s Holiday 2018 retail series. Black Friday holiday sales events are a fixture of the European holiday shopping season (even without a European equivalent of the...
View ArticleResearch Announcement: Cybersecurity Incident Response Services Forrester Wave™
I’m getting ready to kick off a Forrester Wave™ on cybersecurity incident response services that should be viewed as a refresh of “The Forrester Wave™: Digital Forensics And Incident Response Service...
View ArticleMarketers – get your heads out of the clouds!
It’s frustrating when a customer exhibits purchase intent, but does’t buy because of friction in the customer journey. It’s worse when a store manager or contact center agent is unaware of a digital...
View ArticleIBM Bets Big On Security Training And Leadership As A Differentiator
In late 2016, IBM announced the availability of its full-scale cyber range at the Cambridge, MA headquarters of its security division. With two shifts per day and currently booked out six to eight...
View ArticleCloud-Native And Open Source Enterprise Transformation Stole The Show At...
The annual SpringOne event, held in D.C. a few weeks back, was full of exciting, detailed, and compelling stories of enterprise transformation. This wasn’t a show about open source disrupting a...
View ArticleThe Time for Strategic EHR Optimization Has Arrived
2018 has been a year of mass de-regulation in healthcare. The Patients Over Paperwork program launched with the goal of stripping burdensome regulations from healthcare. Lawmakers started by scaling...
View ArticleVolkswagen Partners With Azure To Drive Transportation Innovations
Volkswagen’s recent announcement of its decision to build its automotive cloud platform on Microsoft Azure is yet another example of the types of tech-driven innovation efforts that transportation...
View ArticleOnline Holiday Sales Will Grow By 14% In 2018
This blog post is part of Forrester’s Holiday 2018 retail series. Online holiday shopping in the US is set to grow to $151 billion this year, up 14% from $133 billion in 2017. Total holiday sales will...
View ArticleMakers And Marketers
Fall means that software conference season is in full swing and that I’m on the road more than I’m off it. This week was an interesting one, as I found myself pinballing from one end of my coverage to...
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