21 days ago

What Brought Me Back To Forrester: Our Market-Leading Engagement Around Emerging Technologies

It is such a pleasure to be back at Forrester, especially now when our firm is actively embracing and helping you, our customers, leverage new technologies to innovate and differentiate your business. After three years leading technology strategy and m…

1 month, 18 days ago

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor . . . Okay, that’s not exactly what’s happening here, but it sure felt like that …

3 months, 29 days ago

Luxury Retail – Invest In Digital Transformation For A Successful 2018 And Beyond

Good news for luxury brands – Luxury will see continued growth for online sales and for in-store sales that are influenced by digital touchpoints, per Forrester’s newly updated Global Luxury Retail Sales Forecast 2017 to 2022. So that’s great – but, as…

3 months, 30 days ago

#NRF2018’s Focus On Customer-Associate Engagement

At the packed NRF Big Show #NRF2018 in New York last week, many retailers looked at vendors touting new tech, including AI, AR/VR, and more, all in the name of improving customer experiences. But most of those same retailers know that, before leaping i…

6 months, 21 days ago

A Lesson from the Bruce Springsteen/Richard Thaler School of Marketing

What do consumers, Bruce Springsteen, and a Nobel Prize laureate have in common? They all understand the concept of fairness. And they understand that consumers reward and punish companies based on perceived fairness. Nobel Prize winner Richard Thaler …

7 months, 3 days ago

CXEurope 2017: Introducing the Values Based Customer

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 […]

7 months, 16 days ago

Watch Out Translators, Google Wants Your Job!

Google after second shot disrupting healthcare-and Apple-with Health 2.0 announcement  Google made several announcements Wednesday around new hardware, software, and developer tools. Capitalizing on the demand for digital healthcare solutions, Google rolled out its HealthX API platform through Apigee at Health 2.0 in Santa Clara. The platform provides endpoints for developers to build HIPAA compliant […]

7 months, 22 days ago

Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers

Luxury consumers around the world are embracing new technology and adding these digital touchpoints – including, of course, their smartphones – into their shopping behaviors. But overall, luxury brands have been far too slow to respond to their customers’ rising digital expectations. Luxury brands, tier one through to aspirational, are now scrambling to bolster their […]

9 months, 4 days ago

The Data Digest: Understand Emotion To Drive Technology Engagement

Thanks to the rise of empowered consumers, products and experiences that once seemed improbable, such as (literally) instant delivery, are now integral to our lives. But this era of innovation has also seen its fair share of flops: From Pokémon Go to Google Glass, technologies that looked like promising disrupters stalled quickly or generated more […]

9 months, 25 days ago

AI Will Fundamentally Transform Customer Service

AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze and Google get us to our destination more effectively, Lyft and Uber precisely communicate arrival times of our drivers. Consumers are starting to expect intelligent experiences – personal, contextual to […]

1 year, 9 months ago

How British Gas Transformed Customer Engagement And Won Our 2015 EA Award

Customers’ perception of a company depends on their experiences with the organization at every point of contact. Companies can try to change how customers view a brand in a number of ways, such as a new mobile app or an improved complaint-handling proc…

3 years, 11 months ago

One Simple Solution to Unite the CIO and CMO

Why can’t CIOs and CMOs just get along? Based on my experience, there is one primary reason why their relationship is adversarial: the CIO and CMO can’t agree on who is responsible for what, so they are perpetually trampling on each other’s toes. Our 2014 Digital IQ study identified a strong CIO-CMO partnership as one of the five critical behaviors to maximizing the value from digital technology investments. The majority (70%) of top performers in our […]