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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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.

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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Customer Experience Index Reveals Brands Lack Human Connection

Forrester IT

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers.

CES 2019 Delivers Dazzling Tech But Disappointing Experiences

Forrester IT

I spent this week in Las Vegas at CES to check out the latest and greatest technology wonders, ranging from 3D printing, AI, and cryptocurrency to drones, autonomous vehicles, dancing robots, and wearables. A lot of what I saw has broad CX implications for accessibility, healthcare, and more.

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Gillette’s Close Shave: Its Latest Ad Is A Masterful Emotional Play Let Down By Its Execution

Forrester IT

Gillette’s Close Shave: Its Latest Ad Is A Masterful Emotional Play Let Down By Its Execution Brands are jumping into the messy arena of polarizing issues with greater fervor – and Gillette just raised the stakes.

You’ve Still Got Mail

Forrester IT

It has been more than two decades since AOL popularized email with the catchy “you’ve got mail” greeting. So ubiquitous was it in its heyday that it was the title of a romcom starring Tom Hanks and Meg Ryan.

What I See Coming For The Channel In 2019

Forrester IT

We have seen more disruption in the channel in the past 18 months than we saw in the past 37 years combined. As a review, here were my 2018 predictions. Private equity will continue its sweep of the channel software space, creating some unicorns along the way. Verdict: As mentioned in the […].

Channel Data Is A Competitive Differentiator

Forrester IT

Leverage Channel Data To Give Partners A Better Experience: Winning In The Channel Requires Data-Driven Program Innovation Brands that provide an enhanced partner experience grow faster than their peers, are more profitable, and drive higher customer satisfaction and retention downstream.

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How do you talk to your boards about cybersecurity? An old problem in a new world

Forrester IT

Talking to our firms’ Board of Directors about security isn’t a new responsibility for most security leaders, it’s been on our collective agenda’s for many years. And yet, many security leaders still second guess the content and messages they share with their Board.

Autonomous Testing Is Like Autonomous Driving: The AI Needs Human Assistance

Forrester IT

The US Society of Automotive Engineers (SAE) has defined a scale to describe the autonomous capabilities that self-driving cars have — i.e., their levels of automation. link] Level 5 is full automation, which allows self-driving cars to operate with no human assistance.

It’s Time To Mainstream ABM

Forrester IT

When account-based marketing (ABM) burst onto the scene in 2015, it was positioned by a number of vendors as the death of traditional marketing.

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My Top NRF 2019 Takeaways (AKA, News Vs. Nonsense)

Forrester IT

I say this as both an analyst and a recovering retail professional: NRF is like drinking Red Bull. from a 50′ beer bong. for three days straight. on Jupiter. You just know what’s coming, but there is almost no way to prepare for the deluge of […

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The Watershed Of Digital-First Consumer Behavior

Forrester IT

Zoom back ten or even five years ago and consumers would tell Forrester: Yes, I use digital channels, but more often than not I discover, research or purchase a product offline. You saw that product on TV, or when looking at a supermarket shelf, or talking to a friend.

Seeking Magic Moments – Why It’s Time to Tune Up Your Digital Experience Stack

Forrester IT

The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. And also captures a moment in time in words and song that reminds us of the power of storytelling, […].

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Forrester Online Survey: Organize To Deliver And Manage Application Transformation

Forrester IT

Every company faces a central dilemma: how to resolve the standardization and differentiation of its business apps to win, serve, and retain customers. That’s why we are still getting a lot of questions about this report.

16 Retail Trailblazers To Learn From In 2019

Forrester IT

On our morning news feeds, we see headlines chock-full of emerging tech that is supposedly changing the game for next generation retail experiences.

Retail 172

Blockchain And GDPR: Not Mutually Exclusive But Can Be A Toxic Blend

Forrester IT

Depending on who you listen to, the combination of GDPR and distributed ledger technology (DLT, AKA blockchain) is either a poisonous cocktail or a magic potion.

Forrester’s Global Financial Services Architecture Online Survey

Forrester IT

We’ve kicked off some new research, and we need your help. An important part of Forrester’s research process is gathering input from financial services companies, so we can advise our clients on the latest trends in the market.

Join Us To Learn How To Embrace Privacy And Set Your Firm Apart In Your Customers’ Eyes

Forrester IT

We know it: customers are increasingly demanding protection for and control over their data. Firms that meet and exceed these expectations, recognise and treat privacy as a value. They successfully created a business reputation for privacy and security and inspire customer trust. As a result, their customers are more likely to choose and stay loyal […]. age of the customer data security privacy regulations & legislation

Netflix Has Become HBO

Forrester IT

In a 2013 article in GQ, Netflix chief content officer Ted Sarandos laid out the then-nascent streaming company’s challenge: “The goal is to become HBO faster than HBO can become us.”

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Hulu Signals An Inflection Point For OTT

Forrester IT

You’ve likely read the facts: Hulu announced that it has 25 million subscribers and collected $1.5 billion in advertising revenue in 2018. For more information and analysis, check out this report.)

Making Journey Maps Useful: CX Measurement Edition

Forrester IT

Of course you should use journey maps to define CX metrics — it’s the only way to define outside-in CX metrics that: Capture important pain or peak points. Measure the right CX drivers. Align operational metrics with customers’ expectations (e.g., how you measure delivery times).

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Keep Experimenting To Apply The Best Digital Technology For Your Store Environment

Forrester IT

Retailers are slowly moving beyond omnichannel fulfillment capabilities in stores to invest in digital store technologies that empower store associates, improve customers’ engagement, and enhance store operations.

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2018 Marked 20 Years of Customer Experience Research at Forrester!

Forrester IT

I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX.

IBM’s Quantum Announcement Is A Big Step In A 1,000-Mile Journey

Forrester IT

IBM unveiled a complete “quantum computing system,” IBM Q System One, last week. What’s more, it chose to do it at CES in Las Vegas. Should you take IBM’s claim of a “commercial” quantum computing system to mean that it is time to put quantum on your tech road map?

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The Business Risks Of Climate Change (Infographic)

Forrester IT

The business risks associated with global climate change are enormously complex and nearly infinite in quantity. Your firm’s climate-related risks, however, are much more manageable (albeit complex and numerous, as well). No two organizations are exposed in exactly the same way.

New Tech Spotlight: Security Technology Takes Center Stage

Forrester IT

Venture capital and private equity spending on security technology reached an all-time high in 2018. Currently, this emerging technology market sector stands at about $31B in total funding.

Phishing: The Simple Attack That Shreds The Defenses of Sensitive Network

Forrester IT

Diplomatic networks carry some of the world’s most sensitive information – communications between world leaders, key technical intellectual property, trade strategies, and military plans.

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Predictions 2019: Transformation Goes Pragmatic

Forrester IT

Our Predictions 2019 guide, “Transformation Goes Pragmatic,” is live. What do we mean by pragmatism? A sense of realism, practical steps, a desire for tangible outcomes.

Race To Innovate CX In Brokerage And Wealth Management

Forrester IT

Recently, Forrester published our CX predictions for 2019. Our first prediction was that stagnating CX quality will cause short, destructive price wars. We cited Fidelity’s two new zero-fee investment funds as an example of how this is already starting to play out.

Apply A 70/30 Rule For Trending CX Metrics

Forrester IT

“Trending” reminds me of the fairy tale The Magic Porridge Pot, in which the pot wouldn’t stop cooking porridge and flooded the entire village. Just like that, CX professionals drown in an ever-increasing flood of metrics that they need to measure and report over time.

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Location, Location, Location!

Forrester IT

There are three things that matter in real estate: location, location, location. It is the real estate agent’s mantra and is largely believed to be the most important factor to consider when buying property.

Predictions 2019: Customer Experience Comes Under Fire

Forrester IT

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.