Aggregated enterprise architecture wisdom
Robots – in the form of artificial intelligence, software bots, intelligent assistants, customer self-service solutions, and, yes, physical robots – are transforming our economy, our jobs, and how we serve our customers. Our research on the robot revolution shows: Economic and job disruptions. We forecast that, by 2027, the US economy will lose 17% of jobs, […]
September 2017 was a busy month. Three major breach notifications in Deloitte, the SEC, and Equifax… and my first Wave dropped, coincidentally on Digital Forensics & Incident Response Service Providers. Following all this commotion, I had a client reach out and ask me how… How are investigators able to reconstruct digital crime scenes to identify […]
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The Preparation of the Enterprise for the Digital Transformation
3). To cope with the increasing complexity and change, any enterprise is confronted increasingly with, the enterprise, have to be gradually virtualised starti…
Health Insurers’ CX Leaves Room For Improvement, For Customers And Revenue Today, only two things predict whether someone will buy your insurance or your competitor’s: 1) is my doctor covered? and 2) price. (See endnote 1) So why should US health insurers care about how they measure on customer experience? Because customer experience leaders grow […]
As Yogi Berra said, “It’s déjà vu all over again.” Office Depot announced the $1 billion acquisition of CompuCom yesterday, which is a strong pivot into IT services for the 31-year-old retailer. The deal adds 11,500 employees — including 6,000 licensed technicians — and a database of millions of end clients to Office Depot’s 1,400 […]
It is good to prepare the enterprise for the incoming digital transformation. Because it may have a brutal pace.
Here are six proposed best practices for rendering the Enterprise ready for the Digital Transformation. Failing to apply them may delay acc…
Forrester’s CX team is putting the final touches on Human + Machine, our customer experience forum in San Francisco for 2017. This year we shine a spotlight on how AI can improve customer experience. That includes both how companies innovate with AI today, and the most exciting opportunities for tomorrow. We’re starting out with a case […]
European insurance buyers increasingly research their purchases online. Forrester’s new Online Insurance Forecast, 2017 To 2022 (EU-7) shows that online research influences half of all new insurance sales. The forecast analyses the size and growth of the motor, property, and travel insurance markets in the UK, Germany, France, Spain, Italy, the Netherlands, and Sweden. The […]
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The Digital enables us today to outsource the Digital problem
The Shadow IT solution, which appeared as a response to the unresponsiveness of the IT department, added even more IT to the enterprise, introduced duplication, unnece…
[this blog post was co-authored by Michael Chirokas] A year ago, Forrester published a report that listed Eleven Mobile Features That More Banks Should Offer. Unsurprisingly, our ongoing research continues to uncover new mobile services that belong on banks’ road maps. Recently, we came across another feature that several startups offer but that we haven’t seen […]
This is the first Inbound (in the three I’ve attended) that focuses overwhelmingly on the power of the individual. Every conference has the typical product and tactical sessions, but this year, the sessions fell into three categories: improvement of the self; organizational momentum; and tactics. Inbound 2017 made it sexy to embrace this concept: If […]
After a promising start a decade ago, social media has long been stuck in a rut of diminished expectations and attention. Social was originally expected to function as the omnipresent lens through which companies could understand and engage their buyers. But, instead — during an age of increasingly revenue-obsessed marketers – social media became regarded as […]