5 days ago

New Forrester Waves Assess Customer Journey Analytics Platforms

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 […]

1 month, 9 days ago

The Decline Of Consumer Trust And What To Do About It

In last week’s episode of Forrester’s What It Means podcast, Senior Analyst Tom Champion explains why rebuilding trust with customers is not about brand hygiene but about growth, as more and more consumers show cynicism and skepticism towards brands and convert those feelings to actions. Podcast transcript Victor Milligan: Hi, I’m Victor Milligan. Jennifer Isabella: […]

1 month, 23 days ago

Applying Artificial Intelligence And Robotics To The Customer Journey

Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new automation opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically or better serve themselves. Working with marketing and business leaders, technologists are playing a critical and growing […]

2 years, 24 days ago

Context-perspectives and enterprise-architecture maturity

In what ways does what we do within the enterprise require a different perspective on the enterprise itself? In what ways does our maturity-level – our skills, competence and experience – affect what we can and should do within the

4 years, 5 months ago

Services, customers and citizens

If we provide a service that is a monopoly or natural-monopoly, how should we relate with those who use our services? What’s the most appropriate metaphor to use, to guide our decision-making? I’ve been thinking hard about this for quite