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The Power Of “Now” CX

George Colony 6 days ago
The value of real-time CX: differentiation, growth, and better retention. Learn more about the next frontier of CX and why Forrester developed FeedbackNow 2.0.
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PODCAST

Courage Required: The CIO’s Role In Building An Adaptive Enterprise

What It Means 3 days ago
The benefits of becoming a more adaptive enterprise are many — but so are the roadblocks. In this episode of What It Means, VP and Research Director Pascal Matzke outlines the work CIOs must do to foster a truly adaptive enterprise.
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Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth

Sucharita Kodali September 6, 2019
The strangest retail news of the summer has been Le Tote’s “purchase” of the storied (but tired) department store Lord + Taylor. The acquisition bucks the trend of offline brands buying digitally native companies (think PetSmart buying Chewy), but there are a number of other puzzling elements about this deal.
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Welcome To The Future

A pragmatic view of the future of work, and what you can do now to stay in front of this revolution.

VIDEO

Data Strategy & Insights 2019: Reimagine To Reinvent

Srividya Sridharan September 5, 2019

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The Impact Of Learning On Your CX Transformation

Erin Streeter September 5, 2019
Investments in education have a multiplier effect: Employees are more likely to stay with a company that invests in their career development, while employers gain a more engaged workforce.
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PODCAST

The Radical Remaking Of Financial Services In Asia Pacific

What It Means September 5, 2019
Financial services in Asia Pacific are in the middle of a radical departure from the past. Senior Analyst Zhi-Ying Barry joins to explain how the convergence of disparate forces are challenging the very nature of a financial services firm.
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Rome Was Not Built In A Day, And Neither Are Digital Businesses

Aurelie L'Hostis 1 day ago
As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city. The seeds of the modern world were […]
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Seeking New Opportunities To Deploy Internet Of Things (IoT) Use Cases? Check Out Our Report Highlighting Hot IoT Use Cases In 2019

Michele Pelino 2 days ago
Is your organization currently deploying or planning to deploy internet of things (IoT) solutions as part of your digital transformation strategy? Check out the video to hear what types of IoT use cases enterprises are deploying to transform operations. IoT use cases such as facility management, security, and surveillance enhance operational processes, while other use […]
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A Call To Action For Marketers

Marketers have eroded customers’ trust in their quest to know them better. What’s the best path forward?

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Join Us At Forrester’s Data Strategy & Insights 2019 Forum

Brandon Purcell 2 days ago
As a data and analytics leader, you have the means to help your company reimagine your business. There’s an opportunity for you to become a meaningful change agent in your organization. Not sure where or how to start? We’ll help you get there at this year’s Data Strategy & Insights Forum in Austin, Texas. Reimagine To Reinvent In most organizations, data […]
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Build An Adaptive Workforce For Customer Obsession

J.P. Gownder 2 days ago
Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so. Whether that be in the form of […]
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How To Pick The Right Partners To Accelerate True Digital Transformation

Nigel Fenwick 2 days ago
Let’s face it, digital transformation efforts frequently overpromise and underdeliver. Many “transformations” fail to deliver on expectations simply because they are not really transformative. Upgrading digital experiences and creating new mobile apps delivers a level of differentiation that is short-lived. At the speed of digital business, competitors quickly match or exceed your efforts. Many digital […]
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Apple Puts The Promise Of Health Innovation In The Hands Of Consumers . . . Pun Intended

Arielle Trzcinski 2 days ago
“Today’s announcement carries our commitment to health even further by engaging with participants on a larger scale than ever before.” — Jeff Williams, Apple’s chief operating officer At Apple’s special September event earlier this week, the tech titan announced key research initiatives designed to help improve population health. The research builds from data shared by […]
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Call To Participate: ARMA And Forrester Joint Survey Tracking Records And Information Management Trends

Cheryl McKinnon 3 days ago
ARMA International and Forrester have partnered once again on a joint survey to track the records and information management (RIM) trends facing enterprises. ARMA brings a community of RIM leaders together to provide resources, expertise, networking, and guidance for professionals in the space. The insights from this survey will help inform a stream of research […]
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The Case For Strategic Learning

Empower human capital in a market defined by disruption.

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EX Measurement Best Practices: What Are The Right Metrics And Data Sources?

Maxie Schmidt 3 days ago
Most companies devote so much time and attention to surveying employees that they overlook other sources of insights. What’s more, they fail to use the insights they do collect to make employee experience (EX) improvements. That’s why Sam Stern and I published a new report called “EX Measurement Best Practices: New Data Sources, New Insights, […]
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The Future Is Unwritten: Writing The Future Of The Insurance Agency

Jeffery Williams 3 days ago
I recently kicked off a new stream of research that will assess the future of the insurance agency. I am evaluating 5–10 years out and welcome your input. Rapidly advancing digital technologies (smartphones and mobile apps, APIs, and artificial intelligence) are automating processes and changing how customers buy insurance and engage with their carriers and […]
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A Recession Looms — How Will You Keep Experience In Focus?

Ian Jacobs 3 days ago
In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate? Let me know your thoughts on what your organization is doing to avoid this oft-repeated behavior. Email me at ijacobs@forrester.com. […]
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It’s Time To Fight For Consumer Hope

James L. McQuivey 4 days ago
“Digital platform” is a term I first proposed more than a decade ago to describe a new breed of company that was about to dominate in our economic and social discussions. The term never caught on, sad to say, probably because it wasn’t catchy enough, but the prediction proved true. I used the word platform […]
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VIDEO

TV Is Dead! Long Live TV! (A Forrester New Wave™ On Cross-Channel Video Ad Platforms)

Joanna O'Connell 4 days ago
It’s become de rigueur for digital types to claim that traditional TV advertising is fast becoming obsolete. And they’re not entirely wrong. But they’re also not entirely right. Long and short, it’s complicated. Doubtless, the industry — among them media companies, brands that’ve long counted on TV for needed reach and frequency, and big media […]
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Findings From The US CX Index™ 2019

Read key insights about the state of US customer experience.

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The Insights Beat: Plan For New Data And Analytics Supplies

Srividya Sridharan 4 days ago
Summer’s lease hath all too short a date. It always seems to pass by in the blink of an eye, and this year was no exception. Though I am excited for cooler temperatures and the prismatic colors of New England in the fall, I am sorry to see summer come to an end. The end […]
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Modernizing Core Applications With Cloud

John Rymer 4 days ago
Core software systems manage financial, customer, inventory, etc. and automate business processes like billing and merchandising. Most of these are too inflexible, outdated, and chaotic to give businesses the flexibility to win, serve, and retain customers. Application development and delivery (AD&D) leaders want to modernize these core apps using cloud technologies and practices. But they’re […]
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How And What Insurance US Small Businesses Buy Is Changing

Ellen Carney 4 days ago
As insurers look at the end of the industry’s big cash cow — private-passenger auto insurance — many have amped up their small business lines. Big tech, telcos, and insurtechs are also breathing down the necks of traditional small business insurers. But changes in tech, the workforce, pharmacopeia, deepfakes, and more demand different insurance. Figuring […]
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Hot Or Hype? What Are The Insurance Tech Investments That Will Drive Business Value In 2020?

Ellen Carney 4 days ago
Insurers are transforming their organizations with digital technologies. Drivers ranging from startup incubators and changing customer behavior to new risks and a potential recession are all influencing the tech investments from both carriers and agent/brokers. So just how likely is it that some of these big-buzz technologies will produce business value in 2020? Forrester is […]
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Cameras And Displays Sell Phones; Services Create Sticky Customers

Julie Ask 4 days ago
Apple held its annual fall product event in Cupertino, CA this morning. Apple continued to put forth exciting products AND services that will differentiate it from its obvious competition.
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The Future Of IT

Tech-driven innovation will revolutionize the business.

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Apple: The First Hope-Based Company

James L. McQuivey 4 days ago
It was a good day for Apple. Today’s Apple announcements largely consisted of modest, incremental improvements to its established line of products. But it also signaled Apple’s intention to take a leadership position in the future of business, a shift away from products, beyond services, to hopes. To explain, I’ll go back in time. Twenty-two […]
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Jump From Burning Platform To CX Transformation

Angelina Gennis 5 days ago
In academia, we called it “publish or perish.” In marketing, we called it #StayRelevant. And in business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff. Sounds dire, but that’s the picture you need to paint as a […]
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How To Incorporate AI Into Your 2020 Healthcare Strategy

Jeff Becker 5 days ago
With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows that more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months. To no surprise, AI has been a leading area of interest and inquiry among healthcare […]
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