Aggregated enterprise architecture wisdom
The National Retail Federation’s Big Show attracted tens of thousands of attendees . Far from resigning themselves to conquest by market places they are determined to make the right investments to thrive and survive. Three years ago we found retail CIO…
Large enterprise software vendors seem to be enamoured with using the names of historical figures or literary characters as brand names. Unfortunately, this is really confusing for the buyers, since the vendors apply these branding names differently. F…
More than 5 years ago Forrester introduced the Age of Customer as a new 15 to 20 years era which saw the increasing customer empowerment in front of brands and companies. For companies, the first step in this era turned into improving the customer experience and the customer journey through an omnichannel strategy, identifying the […]
With the passing of the autumnal equinox, it’s time to rake leaves, sip pumpkin spiced lattes, and take stock of the summer’s activities. For most CI pros, this summer was spent wrangling and analyzing customer data for insights- hopefully with some much-needed R&R sprinkled in. For me, this summer was also busy and productive resulting […]
Your customers are very literally telling you what they want, what they think about your products and services, and what they think about their experiences with your company. They are doing this, often unwittingly, through conversations with your salespeople, your customer service reps, with each other online, and increasingly with virtual agents. Up until now, […]
Why is journey analytics such a hot topic? Because it can help firms move the needle on customer obsession. That’s why after months of research — including in-depth briefings, demos, and customer references — we’re excited to announce the release of not one but two Forrester Wave’s focused on customer journey analytics platforms! Customer journey […]