Forrester’s Top Customer Experience Research Findings Of 2018
Forrester’s customer experience (CX) research team published more than 100 reports in 2018. I just released a report that pulls together our most important CX findings from those publications and...
View ArticleJust Published — The Forrester Retail Wave™: US Mobile Apps, Q1 2019
Today’s Retail Apps Meet mCommerce Purpose But Fail To Inspire Omnichannel Shopping (Brendan Miller and Madeline King) The Forrester Industry Wave™ evaluates digital experiences of firms; they...
View ArticleFORRward: A Weekly Read For Tech And Marketing Execs
Are We Running Out Of Ideas? As the pace of disruption accelerates, there is an increasingly important focus being put on innovation. Now along comes some work published in the MIT Technology Review...
View ArticleDigital Media Spend Continues To Outreach Martech Budgets
Every 18–24 months, I work with our dedicated forecast team to evaluate and size spend on digital marketing in the United States. In our most recent effort, “The US Digital Marketing Forecast, 2018 To...
View ArticleDigital Media Spending Growth And Privacy Are Compatible
With increasing scrutiny on how advertising platforms use consumer data, the days of hypertargeting are numbered. As a result, one may believe that ad prices and, consequently, ad spending will need to...
View ArticleJust Published — The Forrester Wave™: Global Continuous Testing Service...
Digital disruptors and customer-obsessed organizations are improving customer experience (CX) by shortening their software delivery cycles, delivering features in smaller increments, and scaling their...
View ArticleEnable Marketing’s CX Ambitions With Real-Time Interaction Management
One of our 2019 B2C marketing predictions is that enterprise marketing technology will meld with customer experience (CX) investments to deliver the relevancy and consistency that consumers crave from...
View ArticleThe Employee Experience Index
Six years ago, I noticed a pattern in the inquiry calls I was fielding from clients. At the time, many of them centered around things like BYOD, whether to take away local admin rights from PCs, and...
View ArticleAnswers To An Agile FAQ: People Over Process
What Our Clients Tell Us All The Time . . . “Our organization has gone to great lengths to become Agile, and we are well on our journey, but there is friction between our org and those within the...
View ArticleThe Four Faces Of Rapid Development
Heads up: We’re revising our market segments and vendor assessments in and around low-code development platforms and digital process automation (DPA). This post explains the changes we’re making in...
View ArticleAdapt Corporate Finance Practices To Support Digital Transformation
We’ve been researching a central dilemma for software leaders over the last year: If software is so important to digital business and customer engagement, why isn’t software development better...
View ArticleThe Analytics Opportunity For Marketing And Sales Alignment: An Encore...
I’m bringing this topic to the top of your inbox, so to speak, but not (just) because I’m self-promotional. Lack of alignment really does continue to plague B2B sales and marketing organizations. Last...
View ArticleAsk These Questions Before Investing In DAM
The perception that digital asset management (DAM) isn’t much more than static cloud storage is completely out of touch with today’s advanced DAM capabilities. Although technologies such as web CMS,...
View ArticleThe Revenge Of The Atoms Can Drive A New Relationship With Customers
We’ve just released a major new report, “The Revenge Of The Atoms.” The report starts with an anecdote from MIT Media Lab founder Nicholas Negroponte. Once, when traveling through US customs,...
View Article5G@MWC19 — Reflections On Mobile World Congress 2019
Mobile World Congress (MWC) 2019 took place in Barcelona.
View ArticleThe Three Fs From MWC Barcelona
MWC Barcelona is a wrap. The biggest theme of the event was the breathless anticipation of the benefits of the 5G networks, which are in early deployment this year. But practically speaking, 5G won’t...
View ArticleWhat I Learned From Global E-Commerce Leaders Forum In LA
I try to attend at least one Global E-Commerce Leaders Forum (GELF) event every year. It’s a great event for brand and retail leaders in charge of global strategy to catch up on the latest and...
View ArticleAI Creates The CRISPR For Corporate DNA
Every company has a specific DNA. You may think DNA is the brand or values. But corporate DNA is what makes a company tick, not what the company is. Talent, operations, technology, and data make up...
View ArticleMobile World Congress Offers Food For Thought
Food Tech figured prominently on the menu at Mobile World Congress 2019. Mobile operators, network equipment providers, device manufacturers and solution providers address challenges from farm, field,...
View ArticleWhat To Expect At RSA Conference 2019: Cloud As Security Improvement And The...
I recently did a webinar with a few of my colleagues from the RSA Conference Advisory Board on precisely this topic, which you can find here. We tried to expose as much as we could of the fantastic...
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