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Two Truths And Seven Lies Retailers Heard In The 2010s

Sucharita Kodali December 31, 2019
Retail changed substantially in the last decade, but not always in the ways predicted. VP and Principal Analyst Sucharita Kodali looks back — and provides a few takeaways for retailers for the decade ahead.
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The Best And Worst Of Branding In 2019

Dipanjan Chatterjee 4 days ago
Three brands that shined and three that lost some luster in 2019, along with what to look for in 2020.
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Blog

The Three Megatrends For Customer Service In 2020

Kate Leggett 4 days ago
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
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Predictions 2020

Discover the dynamics that will define 2020 and beyond.

Podcast

How (And Why) To Leverage CX Champions Programs

What It Means 5 days ago
Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins to discuss how CX champions programs can catalyze CX transformation.
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Blog

Elements Of Reputation: Traits That Indicate A Thoughtful Tech GTM Strategy

Abhijit Sunil January 14, 2020
Evaluating a vendor's go-to-market strategy can provide some key insights for technology buyers.
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How Leading Government Agencies Are Raising CX With Tech-Driven Innovations

James Staten January 9, 2020
Get practical advice on how government agencies can improve CX by leveraging emerging technology and innovation.
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NRF 2020: Robotics Realize Real-Time Retail

George Lawrie 16 hours ago
I’ve just returned from NRF 2020. There were more than 40,000 attendees and 800 exhibitors from 99 countries. They showed how to deliver real-time retail, applying technology to win, serve, and retain the most demanding retail customers. This year, the emphasis was more than ever on boosting supply chain responsiveness to anticipate customers’ latent demand. […]
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Video

Google Takes Aim At Third-Party Cookies — Here’s Our Take

Joanna O'Connell 3 days ago

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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

Blog

The Future Of Contact Center Work: How To Source New Agent Talent

Kate Leggett 6 days ago
As AI and automation infuse the contact center, the role of the agent is changing. Contact centers are already seeing: Agents losing their jobs. Modern self-service technologies are giving customers the ability to find answers to frequently asked questions and to resolve simple issues. This takes away the routine work of generalists and tier 1 […]
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Five Consumer Lessons From The 2010s: No. 5

Anjali Lai January 14, 2020
This is the fifth and final entry in a short blog series highlighting lessons about consumer behavior and attitude to take away from the previous decade. Here, you can find the first, second, third, and fourth posts. I close by emphasizing an age-old, fundamental human truth that takes on renewed significance given the latest shifts […]
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FORRward: A Weekly Read For Tech And Marketing Execs

Brigitte Majewski January 13, 2020
AI, Privacy, And Transparency Dominate The Marketing Discussion At CES 2020 Rather than trolling the floor of the more than 4,400 exhibits at this year’s Consumer Electronics Show (CES) looking for the technology of the future, Jay Pattisall tried something different: listening to the conversations of marketers and agency executives for hot issues. Artificial intelligence […]
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CES 2020: Key Takeaways For Retailers

Jennifer Wise January 13, 2020
At last week’s CES event, I saw the latest and greatest advancements that will make TVs better and digital humans a reality. But my real focus: What changes will impact the retail industry? The headline: AI + computer vision + robotics = easier and more personalized customer experiences and the chance for companies to keep […]
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Blog

Improving Customer Experience By One Point Can Drive More Than A Billion Dollars In Revenue In 2019

Maxie Schmidt January 13, 2020
Want To Know The $ Value Of Improving CX By One Point? We calculated it for you — at least if you are in one of the 15 industries that our new report “How Customer Experience Drives Business Growth, 2019” features. And if you aren’t, check out how we calculated the upside of CX (see […]
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The Future Of Work

Forrester thought leaders discuss future-of-work strategies that are tangible, measurable, and tested.

Blog

Five Consumer Lessons From The 2010s: No. 4

Anjali Lai January 13, 2020
In the last decade, the term “boycott” pulsed through global consumer chatter and search queries. Whether consumers were talking about sneakers, seltzer, or the Academy Awards, the frequency of the word “boycott” spiked to some of the highest levels since the early 2000s. It’s tempting to assume that consumer activism will subside as swiftly as […]
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Five Consumer Lessons From The 2010s: No. 3

Anjali Lai January 12, 2020
Today I present the third of five key consumers lessons to take away from the 2010s. You can find the previous two here and here. Ten years ago, a wave of demonstrations and protests in the Middle East reshaped our understanding of social media’s influence; the Arab Spring turned up the volume on debate about […]
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Blog

Five Consumer Lessons From The 2010s: No. 2

Anjali Lai January 10, 2020
This is the second installment in a series of five blog posts highlighting important lessons about consumer behavior and attitude that emerged from the past decade. If a retrospective look on the 2010s conjures feelings of uncertainty, peering through the lens of legacy brand leaders only dramatizes the sense of instability as the volume and […]
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Blog

Five Consumer Lessons From The 2010s: No. 1

Anjali Lai January 9, 2020
There’s no better time to examine the past and future than when crossing the threshold of a new year and decade. During this time of thoughtful retrospection, it’s easy to exaggerate how dramatically the world has changed, thanks to cognitive bias. But certain changes are undeniable — after all, we entered 2010 at a time […]
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Blog

Appian Jumps Into RPA Market With Jidoka Purchase

Craig Le Clair January 9, 2020
Appian will acquire native robotic process automation (RPA) capability with the purchase of Jidoka, which will be rebranded “Appian RPA.” It will be an additionally priced feature of the Appian Cloud platform. For 5K a month, enterprises can build as many robots as they need. Relatively small, with 25 employees, Jidoka clients are mostly unattended […]
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Podcast

2020: Agencies Turn Inward To Meet Performance Demands

What It Means January 9, 2020
Mounting pressures on marketing leaders to deliver better brand experiences are forcing agencies to evolve. On this week’s What It Means, Principal Analyst Jay Pattisall discusses the changes ahead for agencies in 2020 and beyond. 
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Blog

What I See Coming For The Channel In 2020

Jay McBain January 7, 2020
  Preparing for this year’s list of future channel trends has been an immersive experience, to say the least. In 2019, I was able to talk to 497 companies one on one about their channel strategy and programs, including 130 of those face to face. I received 78 briefings from the technology companies that are […]
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Blog

Values-Based Selling Will Help Retailers Win Consumers’ Spend

Emily Pfeiffer January 6, 2020
Get 6 tips on how your brand can engage values-based consumers more directly.
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Video

Shatter The Seven Myths Of Machine Learning

Kjell Carlsson, Ph.D. January 3, 2020
Think you know enough about machine learning? Senior analyst Kjell Carlsson identifies some surprising misperceptions to help you increase your machine-learning literacy.
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Blog

Resolving Or Revolving?

Chase Cunningham January 2, 2020
It’s that time of year: when folks make up their minds that things are going to change. The gym is full of new members who are eager to get into their journey toward some other semblance of better health, or a beach body, or some change that they desire. Others are in that annual state […]
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Blog

What Makes A Payments App Successful?

Arnav Gupta January 2, 2020
Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]
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Podcast

Emerging Tech In 2020: Four Trends CIOs Need To Watch

What It Means January 2, 2020
2020 will be another year of dramatic change in the emerging tech space, pushing IT leaders to keep pace. In this episode, Forrester analysts provide their top predictions in IoT, AI, edge computing, and cloud computing.
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Blog

2020: The Year Of Digital Products

Nigel Fenwick December 31, 2019
In the next two years, digitally mature companies will shift focus from digital transformation to digital product development. What will it take for them to execute?
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