Forrester IT

‘Tis The Season – Your Customers Might Need A Little Nudge

Forrester IT

On November 5, in line with tradition, a huge array of sparkling displays took place across the UK to celebrate Guy Fawkes night (“Remember, remember, the fifth of November. ”).

Five Ways To Plan For B2B Journey Mapping Success

Forrester IT

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

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Bad CX Surveys? Not With This Checklist!

Forrester IT

CX surveys are the butt of jokes in dinner party conversations and comedy sketches. On social media, people gleefully tweet examples of surveys gone wrong. Just type the three words CX, survey, and fail into a Twitter search… But this is no laughing matter if you are in a CX role.

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Word Of Mouth Is Less Important For Top-Line Growth Than You Think

Forrester IT

Many companies ask their customers “How likely are you to recommend us to a friend?” However, for most brands, advocacy — positive word of mouth — isn’t the key to revenue growth. Retention and enrichment matter much more.

Team Leadership in the Age of Agile

Speaker: Roy Osherove, Technology and Leadership Consultant

Why is implementing new frameworks, from SCRUM to self-organized teams, so much harder than understanding them? Roy Osherove has the solution. Tune in and learn to recognize what state your team is in, to support them accordingly, and to help them adopt the best practices given where they are today.

Employee Engagement And Cultural Transformation Drive Customer Experience

Forrester IT

Employee engagement is critical for customer experience. age of the customer culture digital transformation employee engagement employee experience human resources management applications

The Impact Of Digital Transformation On The Vulnerability Management Space

Forrester IT

As I’m kicking off the next iteration of the Forrester Wave™ for vulnerability risk management in the coming weeks, I’ve been fielding a lot of questions about what I’m going to be focusing on and why.

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Make Addressing Climate Change A Priority For Your Tech-Driven Innovation Efforts

Forrester IT

If your firm is customer-obsessed, then a key focus should be on addressing emerging customer needs — and, sadly, where and how customers can live is rising fast as a global concern.

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Service Providers Begin To Get With The New Dynamic At Microsoft

Forrester IT

Microsoft CEO Satya Nadella made a statement last year at a media briefing that has stuck with me: “ Our business model fundamentally is about creating more surplus outside us. We will only be long-term successful if people are making more money around us.”

How Automation Is Impacting Enterprises In 2019

Forrester IT

Forrester predicted in late 2018 that automation would become the tip of the digital transformation spear in 2019, impacting everything from infrastructure to customers to business models. Now that we’re four months in, we’ve evaluated whether our five specific predictions are on track.

Best Practices for Micro-Services Management, Traceability and Visualization

Speaker: Robert Starmer, Cloud Advisor, Founding Partner at Kumulus Technologies

Moving to micro-services, or even working with distributed applications in a traditional environment, brings with it a host of interactions that are often difficult to understand. This session will provide an overview of service mesh, a review of the Istio service mesh itself, and dive into best practices and integration models for integrating the traceability model into a distributed application.

Use-Case Selection Will Make Or Break Your AI Strategy in Healthcare

Forrester IT

The use of AI in healthcare has moved beyond just science fiction to actual practical applications of the technology in various pockets of the healthcare ecosystem.

What’s Hot In Insurance Tech In 2019?

Forrester IT

In 2019, the pressure on insurance business and technology leaders isn’t letting up. Earlier this year in Forrester’s “How Five Drivers Will Shape Insurance Business Technology Investments In 2019” report and webinar, we examined the drivers shown here that are shaping insurance business priorities.

Define Your Payment Strategy For B2B eCommerce In China

Forrester IT

As the world’s largest eCommerce market, China appeals to global B2C and B2B brands alike. But China’s B2B eCommerce market is not as mature as the consumer space, and neither is its B2B payment.

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It’s Time To Transform Insurance Claims

Forrester IT

My house is almost a hundred years old. And while it might have some lovely period features (often estate agent speak for dilapidation), it also requires constant care. This makes good home insurance vital.

Global Accessibility Awareness Day: Equal Access Is Good Business

Forrester IT

Yesterday, my LinkedIn feed lit up with posts from individuals and companies stating their commitment to digital inclusion. Because it was Global Accessibility Awareness Day (GAAD), a day aimed at getting everyone talking and learning about digital accessibility and inclusive design.

Make No Mistake — Microsoft Is A Security Company Now

Forrester IT

Microsoft has announced support for macOS in its rebranded Microsoft Defender ATP product, taking this product from being an offering that could be considered an add-on for hardening its own operating system to a multiplatform security solution.

The Growing Legal And Regulatory Implications Of Collecting Biometric Data

Forrester IT

In the last few years, biometric technologies from fingerprint to facial recognition are increasingly being leveraged by consumers for a wide range of use cases, ranging from payments to checking luggage at an airport or boarding a plane.

The New Era Of Marketing Strategy

Forrester IT

Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing, and now data-driven marketing.

Stop Trying To Replace Your Agents With Chatbots — No, Seriously!

Forrester IT

Customer service organizations have been looking for ways to cut costs for decades. Now that chatbot mania has taken over, many are jumping on the bandwagon and attempting to replace their human agents with chatbots.

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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester IT

A Better Mousetrap Is Always Around The Corner The world saw cracks in the armor of Google this week when Alphabet’s earnings reported below analyst estimates. It looks like Amazon and others have found weaknesses in the search-based advertising model — golden geese are mortal after all.

Research Announcement — Asia Pacific Cybersecurity Consulting Providers, Q4 2019

Forrester IT

Research announcement: Another APAC Forrester Wave™ is coming. This time I will be evaluating cybersecurity consulting providers in Asia Pacific. Gather round! The cybersecurity consulting market has been alive and well in APAC since I began my career many years ago.

CX Execs Rise To Power Across B2C And B2B Industries

Forrester IT

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

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Reviewing Forrester’s 2019 New Tech Predictions — How’d We Do So Far?

Forrester IT

Back in November, Forrester outlined its 2019 predictions for a set of hot emerging technologies. We identified which markets were likely to command big investments in the new year and even predicted that GE would turn a corner this year. Let’s see how we did so far with a few of them.

The Rise, Fall, And Rise Again Of The Integrated Developer Toolchain

Forrester IT

The recent merger of CloudBees and Electric Cloud is a sign of the times in the world of DevOps as integrated DevOps solutions come back into vogue. Not too recently, this would have been looked down upon as a step in the wrong direction when it comes to innovation and providing value to developers.

Your Copywriting Impacts User Experience More Than You’d Think

Forrester IT

As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain poorly written content. Copywriting matters.

Your Technology Investments May Not Deliver The Productivity Gains You Expected

Forrester IT

Improving productivity has traditionally been a key justification for technology investments. However, trends in overall US productivity indicate that increases in tech spending no longer raise overall US productivity as much as in the past.

Trends 166

A global point of view: online luxury retail

Forrester IT

How digital will change luxury retail? What are the key online luxury retail trends in the West and Asia Pacific? My colleague Michelle Beeson and I shared our point of views. B2C ecommerce global ecommerce online retail retail social commerce

Retail 167

Forrester’s 2019 CIO Predictions Redux: Innovation And Adaptiveness Accelerate

Forrester IT

They say the best thing about being an economist is making your next prediction and not telling people why your last prediction may have been wrong. Well, we aren’t economists, so we are going to revisit Forrester’s 2019 CIO predictions to see if they have come to fruition. Let’s review.

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Is Your Brand Desperate To Differentiate?

Forrester IT

If you’re among the fifty percent of marketers that prioritize “improving customer experiences” over other marketing initiatives or among the majority of marketers that cut agency fees and scope, you may be desperate to differentiate from your competitors.

Differentiate Your Brand With An Experience Architecture

Forrester IT

“When everyone is super, no one will be.” Little did The Incredibles villain Syndrome know that he was predicting the challenge of digital experiences, and customer experience itself. Those scores are flat or down over the last three years.) Sure, your coffee app and online retail store work great.

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester IT

Even Big Digital Companies Need Little Humans. Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit. and go start a local last-mile delivery business.

Time To Rethink Channel Incentives And Program Management (CIPM)?

Forrester IT

Channel incentives are used to improve indirect sales performance, orchestrate partners’ behavior, and engender channel loyalty.

T-Mobile MONEY’s Checking Account: Game Changer?

Forrester IT

On April 18th, T-Mobile officially launched its T-Mobile MONEY checking account, after a soft launch late last year.

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CX in India: Looking Back To Look Ahead

Forrester IT

So unless you’ve been living under a corporate rock for the last few years, you’ve certainly been bombarded with buzz around two words – “Customer Experience”. Now, the problem with customer experience is just that – often it’s a buzzword, and everybody talks about it, but very few action it right.

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