Blog
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions.
Blog
Great customer service sets companies apart, and you leave money on the table if you don’t meet your customers’ expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest in modern solutions. They enable organizations to serve and retain customers and […]
Blog
Lead to cash Source to pay Customer service request management requiring a truck roll Asset warranty and subscription management What do all the above processes have in common? Two things: (1) They are processes that span organizational silos within an enterprise, where work must be intelligently orchestrated across operations for the desired business outcome and […]
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Microsoft announced the launch date of Copilot for Security. Find out what this means for security professionals and how you can prepare.
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Learn two key steps your IT org should take in light of this announcement from AWS.
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Guiding the workforce through ongoing and urgent change requires strong leadership communication skills. Are your skills up to the challenge? Find out in this post.
Webinar
Join us to discover insights into B2B buyer content preferences and learn how to appropriately leverage generative AI to scale content production, winning over today’s complex buyers.
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Forrester’s 2023 State Of VoC And CX Measurement Practices Survey results are in. They reveal some continued trends — and some interesting shifts.
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What is Broadcom planning to do with VMware’s Carbon Black unit? Find out in this blog covering the plan to integrate Carbon Black with Broadcom's existing product lineup.
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Retailers and consumer-facing brands have been so busy chasing the next hot payment method that they’ve missed what customers really want when they make payments. Learn how to start incorporating experiences into your payments strategy.
Blog
Google unveiled Meridian, an open-source marketing mix modeling (MMM) tool aimed at tackling crucial measurement challenges. MMM tools gauge the impact of marketing and media investments on vital performance indicators, such as sales or revenue, while also forecasting the revenue potential of marketing endeavors. According to Forrester’s Marketing Survey, 2023, about 30% of B2C marketers […]
Blog
As digital threats grow more sophisticated and European and international regulatory landscapes more intricate, the role of cybersecurity consulting services is critical. Hence, I’m excited to announce The Forrester Wave™: Cybersecurity Consulting Services In Europe, Q1 2024 (available for Forrester clients). In this report, my colleagues and I scrutinize the offerings of major players in […]
Podcast
Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.
Blog
While Europe’s green segments may look homogeneous, consumers’ behaviors and attitudes vary by region and age. Learn how the latest data has countered some common stereotypes about green consumers in Europe.
Blog
We explore key findings for APAC from Forrester’s 2023 State Of B2B Field Marketing Survey to help organizations understand the state of field marketing regionally and what this means for the operation and organization of a future-ready field marketing organization.
Blog
With two moves, the federal government bucked its reputation for moving at a glacial pace this week. First, the Federal Trade Commission dropped a blog post stating that “Browsing and location data are sensitive. Full stop.” Second, the House of Representatives’ Committee on Energy and Commerce moved forward with two bills in response to President […]
Blog
I’m pleased to announce the publication of The Adobe Services Landscape, Q1 2024. Since we started covering the Adobe services market in 2020, we have seen it grow rapidly and mature continuously (see figure). Adobe services have evolved into an established market that features: High revenue growth. Adobe service providers’ revenue has grown rapidly since our previous […]
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Instead of a single measurement approach, CMOs must adopt a layered measurement strategy that includes complementary approaches to reveal the full business value of marketing.
Blog
The long-awaited climate-related disclosures ruling from the SEC is finally here. Learn what business and tech leaders need to do to comply.
Blog
Toxic leadership and poor or inadequate communication can fuel frustration, confusion, burnout, and a lack of trust in the cybersecurity organization. Learn the value of soft skills in this blog post.