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Forrester’s US Retail Recovery Heat Map, June 2021 — Expected Income Loss Still High In Some Metros

Retail recovery is proceeding at different rates in various parts of the US. See how our US retail recovery heat map reflects factors such as economic sentiment, change in COVID-19 cases, vaccine rates, and retail foot traffic.
Tags: Marketing, US, Forrester, Age Of The Customer, Retail Trends, Pandemic, Retail Loyalty


Winning Executive Support To Establish, Fund, And Scale CX

Discover the critical elements of a CX function that wins executive buy-in and is able to successfully get funding and scale up.
Tags: Marketing, Customer Experience, Age Of The Customer, Customer Experience Strategy, Customer Experience Maturity


Infographic — Face The Business Risks Of Climate Change Head On

Climate change poses numerous business risks. No industry is immune. Use this infographic to explore how the climate crisis affects businesses and how bold action can mitigate your organization's risk exposure.
Tags: Marketing, Supply Chain Management, Sustainability, Risk Management, Climate Action, Age Of The Customer, Promoted


It’s Time For CX Governance To Grow Up

We’ve just published some new research that talks about better paths to address the key challenges that doomed previous approaches to customer experience (CX) governance. We found that, when CX leaders think about setting up CX governance, they should: Align to the corporate culture. Creating a separate CX governance structure in an organization that already […]
Tags: Marketing, Customer Experience, Customer Experience Management, Age Of The Customer, Customer Experience Strategy, Customer Experience Maturity


The Results Of The 2021 Global State Of Brand Manufacturers Survey

In Q1 2021, we surveyed 140 brand manufacturer decision makers who are familiar with their company’s approach to digital sales. Brand manufacturers can use the results of Forrester’s Digital State of Brand Manufacturers Study to benchmark their performance and internally make the case for investments in digital sales strategies.
Tags: Marketing, Forrester, Age Of The Customer, Retail Trends, Digital State, Brand and Communications


Healthcare Providers Must Address Equity, Burnout, Security, and Digital Experiences to Remain Competitive in 2021

Over the last year the healthcare industry flexed its strength and accelerated digital transformation timelines at an unimaginable rate.  At this mid-point of 2021, healthcare providers (HCPs) must continue to focus on optimizing their newly adopted and expanded care modalities.  They must maintain their focus on agility while supporting their employees, protecting vulnerable patient populations, […]
Tags: Marketing, Customer Experience, Age Of The Customer, Healthcare Trends


Post-Pandemic Media Consumption: Online Streaming Accelerates A New Content Experience

When the COVID-19 pandemic triggered stay-at-home orders and canceled social plans, consumers turned to online media streaming to fill the void. TV/video streaming services touted exclusive content and low prices to lure viewers, and by June 2020, 48% of US online adults had subscribed to at least one streaming service. Our multimodal consumer analysis shows […]
Tags: Video, Advertising, Marketing, US, Customer Experience, Age Of The Customer, Customer Insights, Pandemic, Data Insights


To Formulate Marketing Strategy, Understand Your Business Context

B2B marketing strategy development isn't a one-size-fits-all process. To build a marketing strategy that drives business growth, understand these six factors.
Tags: Marketing, B2b Marketing, Marketing Strategy, Age Of The Customer, Uberflip, Chief Marketing Officer, B2B research


Digital Experience: The Inside Scoop As Told By 36+ Executives

“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
Tags: Marketing, Customer Experience, Banking, Personalization, Age Of The Customer, Retail Trends, Customer Experience Strategy, Omnichannel Customer Experience, Healthcare Trends, Customer-centric Design, Insurance Industry Trends


Digital Experience: The Inside Scoop As Told By 36-Plus Executives

“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
Tags: Marketing, Customer Experience, Banking, Personalization, Age Of The Customer, Retail Trends, Customer Experience Strategy, Omnichannel Customer Experience, Healthcare Trends, Customer-centric Design, Insurance Industry Trends


Unified Agent Augmentation Tools: A Fractured And Disorganized Landscape In Customer Service

Agent augmentation tools make the lives of contact center agents easier by enabling them to deliver high-caliber customer support. Yet today’s technology is siloed; there isn’t a unified agent augmentation solution that aggregates all of the tools that agents need and/or should have. This gap in the customer service technology market creates the conditions for […]
Tags: Marketing, Customer Service, Age Of The Customer, Customer Service Solutions


Top 5 Lies Security Vendors Tell About The SIEM

I’ve only been at Forrester for six months and I’m already sick of hearing the phrase, “if you tried this query in the SIEM, it would take weeks!” and “security teams hate their SIEM!”  SIEMs – especially those that have evolved into security analytics platforms – are not what they were 10 to 20 years ago. To figure out if this was widely known or only a […]
Tags: Marketing, Cybersecurity, Forrester, Age Of The Customer, Security Operations, Security Analytics


The Top Five Lies Security Vendors Tell About The SIEM

I’ve only been at Forrester for six months, and I’m already sick of hearing the phrase, “If you tried this query in the SIEM, it would take weeks!” and “Security teams hate their SIEM!” SIEMs (security information and event management systems) — especially those that have evolved into security analytics platforms — are not what […]
Tags: Marketing, Cybersecurity, Forrester, Age Of The Customer, Security Operations, Security Analytics


Feature Management Is Hot — Feature Experimentation Is Just Warming Up

Feature management and experimentation tools assist agile-plus-DevOps teams in achieving progressive delivery. Read more about our recent evaluation of these tools.
Tags: Marketing, Emerging Technology, Age Of The Customer, development & operations (DevOps, Infrastructure & Operations, Application Development & Delivery


How To Master Emerging Technologies in the 2020s?

Social, mobile, big data and cloud are mainstream. What is next? These technologies helped startups become multibillion-dollar enterprises and led to an AI revival. Today, however, only about ¼ of efforts gets past pilot phase with AI. Is implementing AI in production going to trigger new waves of change?  Will the pattern be similar to […]
Tags: Marketing, Emerging Technology, Information Technology, Innovation, Quantum Computing, Age Of The Customer, CIO insights, Cloud Computing Trends


The Forrester Wave™: Content Platforms, Q2 2021 Is Live — ECM Continues Its Evolution

The latest edition of “The Forrester Wave™: Content Platforms, Q2 2021” is now available to Forrester clients! The enterprise content management (ECM) market continues its evolution, with vendors stepping up their investments in cloud-first, flexible platforms. While many vendors still offer products that can be deployed on-premises or in a hosted model, cloud has become […]
Tags: Marketing, Forrester, Age Of The Customer, Digital Business, Employee Experience, Application Development & Delivery, Architecture & Technology Strategy, Vendor Selection


Got Kubernetes In Production? Let’s Talk

Kubernetes is going mainstream — at least, that’s what we were told at the KubeCon conferences, in the Cloud Native Computing Foundation (CNCF)’s case studies, and via various vendor success stories. But those high-profile use cases are dominated by cloud hyperscalers, software and software-as-a-service providers, tech equipment makers, and telcos. Big banks and other financial […]
Tags: Marketing, Age Of The Customer, Cloud Computing Trends


April And May 2021 Research Recap — Cloud And Tech Operations

Each month, the infrastructure and operations (I&O) team writes incredible research (sorry for missing April initially!). As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation. For those who know me, I am quick to call these out […]
Tags: Marketing, Age Of The Customer, Chatbots, Application Development & Delivery, Cloud Computing Trends


iOS 15: Making 100 Mobile Moments Better Every Day

Apple kicked off its annual developer conference on Monday, June 7, 2021. One of its big announcements was iOS 15. iOS 15 makes experiences more intelligent and more intuitive. Apple is adding features that help its customers 100 times a day in little moments throughout the day, every day. In some ways, you could say […]
Tags: Apple, Privacy, Marketing, Customer Experience, Mobile Technology, Age Of The Customer


5G Will Become A Key Enabler For Digital Transformation Of The Public Sector

Technology transformation is a fundamental lever to change the workings of government. Government priorities, including higher citizen engagement, improved productivity, and stronger economic growth increasingly depend on digital technology.
Tags: Government, Marketing, Innovation, Age Of The Customer, Internet of Things (IoT, Infrastructure & Operations


Future Fit Companies Build Success Through Partner Ecosystems

In our recent research, we have demonstrated how a future fit tech strategy gives your company the foundations for customer and business success. And we have determined that companies that are customer obsessed grow 2.5 times faster than others. Creativity — finding new solutions to old problems and making breakthroughs to new business models, new […]
Tags: Marketing, Age Of The Customer


Follow Four Steps To Prepare Your Marketing Practice For Data Deprecation

Consumer data deprecation is poised to upend B2C marketing. Take these four immediate actions to prepare your data-driven marketing practice.
Tags: Marketing, Age Of The Customer, B2C Marketing, Data Insights, Data Mining And Collection


Rationalize Your Product Portfolio For Real Customer Focus

Smart manufacturing offers more choice If you follow our research on Smart Manufacturing and on PLM you will know that manufacturers today have more ability than ever before to develop and bring to market exciting new product variants. You will also have seen our work on collaborative work management, project portfolio management, and accelerating product delivery with […]
Tags: Marketing, Age Of The Customer, PLM, Real Customer Focus


COVID-19 Accelerates Digital Business In 2021

Forrester’s latest research on digital business maturity shows that business leaders now consider accelerating the shift to digital business the most critical priority in 2021. It should come as no surprise that COVID-19 has widened the digital business gap between digitally advanced firms and firms that were caught off guard by the pandemic. Less obvious […]
Tags: Digital Transformation, Marketing, Forrester, Age Of The Customer, Digital Business, Digital Disruption, Digital Maturity, COVID


Measure Value Behaviors And Value Outcomes To Drive Customer Obsession

In my previous blog, we called on all (aspiring) customer-obsessed companies to balance the value of their customers with the value they deliver for their customers. This follow-up blog will introduce the three steps for how to do that, along with a new value metrics framework. Step One: Define The Value That Target Customers Seek […]
Tags: Marketing, Age Of The Customer


Win The Trust Of Your LGBTQ+ Millennial Targets

Brands, you’ve got work to do with LGBTQ+ Millennials who, as it turns out, have trust issues with you. The data is hot off the presses from Forrester Analytics Consumer Technographics® Benchmark Survey, 2021 — a survey of close to 200,000 global online adults. Given that it’s Pride Month, I was extra eager to compare […]
Tags: Marketing, Social Media, Millennials, Age Of The Customer, Customer Insights, B2C Marketing, Customer Experience Measurement, CMO Trends, Forrester Analytics Consumer Technographics


Customer-Obsessed Firms Must Balance Value FOR And Value OF Customers

JP Morgan collected more than $1.5 billion in overdraft fees in 2020. This came during a time when many households were struggling to keep their bank balances positive due to COVID-19. Take Ally Bank as a contrast: The firm waived overdraft fees during the pandemic. And now, Ally has decided to scrap overdraft fees entirely. […]
Tags: Marketing, Jp Morgan, Age Of The Customer


How To Leverage Innovation To Grow And Differentiate Your Business

The fastest-growing companies are innovation leaders. Our research reveals that innovation leaders grow at 2.6 times the industry average. This indicates that a tech-driven and sustainable innovation strategy is mission critical for firms to survive disruption and succeed in times of continual and rapid change. Tech executives who nurture a culture of innovation, adopt tech […]
Tags: Marketing, Tech, Innovation, Age Of The Customer, Chief Marketing Officer, business & IT alignment, CIO insights, CISO Trends, Chief Sales Officer


Retailers Take Four Of The Top Spots In The US CX Index, 2021

Retailers snagged four of the top 11 spots in the Forrester US CX Index 2021, more than any other single surveyed industry. Discover which retailers soared during a challenging year, and why.
Tags: Marketing, US, Age Of The Customer, Forrester US


The Connected, Empowered Consumer Will Improve Population Health

Creating connected, empowered, consumers in healthcare will address three major industry pain points: containing chronic care costs, keeping individuals healthy, and decreasing healthcare inequalities. Healthcare organizations must create cost friendly consumer engagement strategies to reap these benefits.
Tags: Marketing, Age Of The Customer, Digital Disruption, Technology-driven Innovation, Healthcare Trends