Posts filtered by tags: #Age of the Customer[x]


Make addressing emerging market challenges a priority for your tech-driven innovation efforts

If your firm strives to be Customer Obsessed then a key focus should be on addressing emerging customer needs and challenges. Sadly, where and how they can live is rising fast as a global concern. As noted in my new Forrester report on the importance and impact of Moonshot innovations, I mentioned that part of […]
Tags: Marketing, Age Of The Customer

Digital Acceleration Is At A Crossroads — Modernize Everything Or Die

Have you experienced or heard of anything similar to these anecdotes? “Tesla can’t figure out how to manage its glass inventory and replacements” or “I was abroad and had to give Uber my credit card number again!” or “My banking mobile app is not approving my online train ticket that was purchased on the web […]
Tags: Digital Transformation, Marketing, Customer Experience, Application Development, Age Of The Customer, Digital Business, Agile, Application Development & Delivery, Application Modernization, Agile at Scale, Agile + DevOps

AI, Automation, And Robotics . . . Oh My!

As companies strive to improve customer experience through better customer and employee engagement, they inevitably face the problem of scalability. How can we provide a seamless, convenient, and consistent experience to all our customers? And how can we best equip our employees to do so, as well? The technologies in our recently published “The Forrester […]
Tags: Marketing, Automation, Robotics, Age Of The Customer, Artificial intelligence (AI

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

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. As noted in my new Forrester report on the importance and impact of moonshot innovations, part of your focus should be on emerging […]
Tags: Marketing, Innovation, Forrester, Age Of The Customer

The Impact of Digital Transformation on the Vulnerability Management Space

As I’m kicking off the next iteration of the “Forrester Wave: 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. Traditional vulnerability management solutions date back 30 years and are a critical element of an infrastructure hardening process, but digital […]
Tags: Marketing, Age Of The Customer

Service Providers Begin To Get With The New Dynamic At Microsoft

Microsoft CEO Satya Nadella made a statement last year at a media briefing, which 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.” This is quite a pivot for a company which, under Steve […]
Tags: Digital Transformation, Microsoft, Satya Nadella, Marketing, Steve, Wave, Digital Strategy, Dynamics, Age Of The Customer, Digital Business, Application Development & Delivery, chief information officer (CIO, CRM applications, customer relationship management (CRM, Application Outsourcing, enterprise resource planning applications (ERP

Harry’s Acquisition Reaffirms It: Brand-Building’s In A Generational Shift

Like fading celebrities, brand owners fear one thing most of all: irrelevance. “I think my mom/dad/grandma/grandpa uses them.” The horror. Edgewell Personal Care’s most recent annual report is all about that horror. In so many words, it acknowledges that its primary men’s grooming brands — Schick and Wilkinson Sword razors, among others — are grandpa […]
Tags: Marketing, Brand, Harry, Harry's, Branding, Brand-building, Age Of The Customer, Acquisitions, Wilkinson, D2C, Direct To Consumer, B2C Marketing, Schick, Edgewell, DTC, mergers & acquisitions (M&As

CX Execs Rise To Power Across B2C And B2B Industries

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries. But we’ve seen more than 1,000% growth in the CX executive role in just five years, and in that time, many have turned that new frontier into an established practice and […]
Tags: Marketing, Culture, Transformation, Age Of The Customer, CX, Culture Change, Customer Experience (CX, Power Across B2C And B2B Industries

FORRward: A Weekly Read For Tech And Marketing Execs

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. The eCommerce giant had previously invested in local delivery companies, seeding the creation […]
Tags: Digital Transformation, Advertising, Marketing, Social Media, Customer Experience, Innovation, Age Of The Customer, Digital Business, Digital Disruption, Digital Customer Experience, chief information officer (CIO

CX NYC 2019: Q&A With Rick Parrish On Values-Based Selling

Consumers are paying close attention to brands’ moral, social, and political values. They’re making buying decisions based on the values a brand stands for. However, our research shows that companies lack a systematic approach to values. At CX NYC 2019, I’ll share findings from our values-based experience framework that will help customer experience professionals evolve their approach in this emerging area. I sat down with Forrester's event team in advance of the forum for a sneak peek into the ...
Tags: Marketing, Age Of The Customer

Global Accessibility Awareness Day: Equal Access Is Good Business

Yesterday, my LinkedIn feed lit up with posts from individuals and companies stating their commitment to digital inclusion. Why? Because it was Global Accessibility Awareness Day (GAAD), a day aimed at getting everyone talking and learning about digital accessibility and inclusive design. Why do we need a day dedicated to this? Because many companies are […]
Tags: Marketing, Age Of The Customer

It’s Time To Transform Insurance Claims

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. Because I am an insurance geek and cover insurance at Forrester, insurance companies that get me as a customer are rather […]
Tags: Marketing, Insurance, Customer Experience, User Experience, Forrester, Age Of The Customer, Promoted, Time To Transform Insurance Claims

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

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. But […]
Tags: Digital Transformation, Marketing, Innovation, Devops, Intégration, Age Of The Customer, Electric Cloud, Continuous Integration, Application Development & Delivery, Toolchain

To Excel At Customer Obsession, You Need An Adaptive Operating Model

Many firms have used Forrester’s principles of customer obsession to guide their business and IT transformation journey, striving to be customer-led, insights-driven, fast, and connected. But in their pursuit, most firms fall short when it comes to organizational change. Rather than undertake a full organizational design exercise, firms are adopting tactical change, creating agile delivery […]
Tags: Marketing, Forrester, Age Of The Customer, Customer Obsession

Research Announcement — Asia Pacific Cybersecurity Consulting Providers, Q4 2019

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. I myself have worked within, and was a client of a few consultancies throughout […]
Tags: Marketing, Asia Pacific, Age Of The Customer, APAC

Research Announcement: Forrester Wave™ Evaluation Of Cybersecurity Consulting Providers In Asia Pacific

Research announcement: Another Asia Pacific Forrester Wave™ evaluation is coming. This time, I will be evaluating cybersecurity consulting providers in the region. Gather round! The cybersecurity consulting market has been alive and well in AP since I began my career many years ago. I have worked at — and was a client of — a […]
Tags: Marketing, Asia Pacific, Age Of The Customer

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

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. Additive manufacturing will save […]
Tags: Ecommerce, Ge, Emerging Technology, Retail, Manufacturing, Forrester, Age Of The Customer, Transportation & Logistics, Predictions 2019

The Good, The Bad, & The Ugly Of Canadian Mobile Banking Experiences In 2019

Mobile apps have become the touchpoint of choice for millions of people to manage their finances, and Forrester regularly reviews those of leading banks. We just published our latest evaluations of the apps of the big five Canadian banks: BMO, CIBC, RBC, Scotiabank, and TD Canada Trust. Overall, they’ve raised the bar, striking a good […]
Tags: Ecommerce, Forrester, Age Of The Customer, BMO CIBC RBC Scotiabank, TD Canada Trust Overall

The Good, The Bad, & The Ugly Of US Mobile Banking Experiences In 2019

Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly reviews the mobile apps of leading banking brands around the world. As part of our most recent set of reviews (in February and March of this year), […]
Tags: Marketing, US, Customer Experience, Banking, Financial Services, Chief Digital Officer, Forrester, Digital Strategy, Mobile Banking, Age Of The Customer, Digital Business, Digital Banking, Financial Advice, Mobile Strategy, Digital Experience, CMOS

Who Moved The Communications Services Sector?

Success in the communications services sector is indeed a capricious piece of cheese. In it, every new technology advancement brings new business models, new security and sociopolitical debates, brand new industries of disruptors, and even new job roles for man and machine. As new technologies mature, the distinction between technology, media and telecommunications industries blur. […]
Tags: Digital Transformation, Marketing, CIO, Customer Experience, Emerging Technology, Age Of The Customer, Infrastructure & Operations, Security & Risk, chief information officer (CIO

TV’s Tectonic Shift Just Happened

Did you feel the earthquake that hit the television business today? You should…. I’ve long used the geologic concept of plate tectonics as a metaphor for the television business. Like the earth’s giant crustal plates that seem immovable in the face of enormous geophysical pressures, the television business has resisted the forces of technology and […]
Tags: Video, TV, Television, Advertising, Marketing, Streaming, Age Of The Customer, Ott

Let’s Get Everyone To The Future

At 5 a.m. this Saturday morning, I will be in a huddle of a few dozen hardy individuals in subfreezing temperatures. At the hour, we will begin a “race” through 60 kilometers of beautiful desert surrounding Utah’s Bryce Canyon. I put “race” in quotation marks because, except for the premier athletes at the front of […]
Tags: Utah, Marketing, Age Of The Customer, Bryce Canyon

The Security Snapshot: We’re In The Endgame Now

On April 26, Marvel fans finally received an ending to an 11-year saga when “Avengers: Endgame” premiered in theaters. Without revealing too many spoilers, the Avengers were tasked with undoing a finger snap (yes, a snap) executed by the villain from the previous movie. This snap was so substantial that it caused half of the […]
Tags: Marketing, Avengers, Age Of The Customer

FORRward: A Weekly Read For Tech And Marketing Execs

Having A Digital Ad Strategy Doesn’t Mean You’re Ready For This $100 Billion Market This week, the IAB announced that US digital ad spend topped $100 billion for the first time last year. We’re not surprised — our forecast predicts that by 2023, CMOs will spend nearly $150 billion on various digital marketing channels in […]
Tags: Advertising, Marketing, US, Emerging Technology, Information Technology, Innovation, Customer Experience Management, Digital Marketing, Iab, Age Of The Customer, Hybrid Cloud, Artificial intelligence (AI, robotic process automation (RPA, chief marketing officer (CMO, chief information officer (CIO, Marketing & Strategy

What Open Source’s Collision With PaaS Means For Drupal And WordPress Services: FORR in 3 Video

Please check out our second FORR in 3 episode. FORR in 3 is a new video blog series on commerce, content, and services. In this episode, Amanda LeClair and I discuss my recent research on the trends shaping the open source and CMS landscape, especially what it means for organizations investing in Drupal and WordPress […]
Tags: Open Source, Wordpress, Marketing, Cms, Drupal, Age Of The Customer, DXP, Web Cms, DX Stack, Amanda LeClair

The New Era Of Marketing Strategy

Marketing has been a story of eras: from mass marketing to the direct marketing era to digital marketing and, now, data-driven marketing. As marketing strategy changes and marketing resources shift, so do consumers and customer loyalty — today, consumers use more devices, ad blockers, and other privacy protection tools and still have increasingly sophisticated customer […]
Tags: Marketing, Customer Experience, Loyalty, Age Of The Customer, Promoted, Marketing & Strategy

Driving Investor Engagement

I’m just attending the CFA Institute Annual Conference here in London, and one presentation really caught my attention today. Jane Henshaw, head of digital research at Vanguard, shared her team’s research on digital financial attention.[1] This research uses three sources of data: web data from Vanguard’s large base of 8 million customers across retail and […]
Tags: London, Marketing, Customer Engagement, Age Of The Customer, Wealth Management, Vanguard, Digital Customer Experience, Investment Companies, Investor Engagement, Investor Experience, CFA Institute Annual Conference, Jane Henshaw

CX in India: Looking Back To Look Ahead

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. How do we know? […]
Tags: India, Marketing, Age Of The Customer

Employee Personas Strengthen Your EX Strategy

It’s an exciting time to join Forrester as CX culture analyst. My colleagues are thought leaders at the forefront of customer experience (CX), as well as employee experience (EX). As we build the case that great EX leads to better CX, we also want to arm you with the right tools to lead change within […]
Tags: Marketing, Age Of The Customer, Employee Experience, Customer Experience (CX