Another Mobile Feature Banks Should Offer: Subscription Management

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[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 […]

Inbound 2017: Bringing Sexy Back With Attention On The Individual!

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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 […]

It’s Time B2B Marketing Hits The Restart On Social Media

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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 […]

SMB Commerce Platforms Are Now A $1 Billion Market

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Commerce platforms provide the tools to power eCommerce, enabling online catalogs, shopping carts, and promotions. We recently published our updated Forrester Data: Commerce Platform Technology Forecast, 2016 To 2021 (Global). The market has changed considerably since we last published this forecast in December 2014. The biggest surprise? How quickly the market for SMB platforms has […]

Digital Studios Pave The Way Toward Service Innovation

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Every major services company now offers its clients a digital studio experience — but many companies are struggling to understand what exactly they are and why they exist. Since becoming an analyst at Forrester a month ago, I’ve been asked many times “What is the role and focus of these studios?” It’s a good question. […]

September Song

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  It’s the end of September. The leaves are starting to turn in earnest now.  Many already lie on the ground, waiting for me to sweep them up. The first chestnuts have fallen too (reminder to self – collect some before they’re all gone). The last few days have all started with mist – each […]

Drive Creativity And CX Innovation With Employee Empathy

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The Case For Customer Empathy… Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts. I was for it — it’s something my research focuses on, and is something we in the CX and UX field try […]

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

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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 […]