Aggregated enterprise architecture wisdom
As a CX professional, you’ve surely designed and delivered some experiences you’re proud of, but does your company do it reliably, time and time again? Next month at Forrester’s CX Europe Forum in London, I’ll be joined by 600 CX leaders and innovators…
Windows 10 is quickly conquering the enterprise OS market. In 2017, over a third of global infrastructure decision makers reported that their firms have already deployed Windows 10, and another 14% are planning to deploy it in the next 12 months.[i] Th…
A new crop of emerging technology stands poised to unleash another cycle of raised consumer expectations, changing behaviors, and disruption. The stakes for business leaders are high — a wrong investment could put your firm out of business; make the ri…
On September 27, Amazon followed up on its 2014 release of Amazon Echo by launching the next generation of Echo devices including Echo, Echo Plus, Echo Connect, and Echo Spot. Echo Plus is the most important of these devices due to its built-in smart …
Digital transformation is a business transformation. To help orchestrate the associated cultural change, modernization of legacy technologies, and cross-functional organization structures, many companies seek help from a third-party services provider….
Over the past decade, Forrester has written extensively about the evolution of digital money management (AKA personal financial management, or PFM). Digital money management promises to give millions of people the financial education, budgeting tips, financial guidance, and advice that they sorely need. Yet, despite customers needing financial advice as much as ever, early implementations […]
Perhaps it’s curiosity that fuels my excitement when discussions about disruption surface. Add empathy into the mix, and you’ve got my attention. This year’s Spredfast Summit intertwined the themes of disruption and empathy across 1.5 days, and I’ve provided a few action-oriented nuggets below just for you. A brand’s age is just a number — […]
Like many digital native startups, data analytics underpinned peer-to-peer eCommerce site Etsy’s operations since the company was founded in 2005. In their early days , their struggles to achieve true customer understanding led to poor digital experiences for its sellers and the failure to accurately capture customer preferences. Etsy turned this around by building out […]
In the final installment of this blog series, I want to address the domain of risk, security and compliance, an area of increasing importance for architects, process designers and others. As an example, in some previous blogs, I have alread…
If you want to make the case for CX, check out the new data we just published in the report “Drive Business Growth With Great Customer Experience, 2017” (paywall). In our analysis, we modeled the effect of changes in CX on loyalty and business growth for 17 industries. We included four new industries per popular demand: Health […]
What’s the future of CX? How will Artificial Intelligence (AI) help break through the customer experience ceiling? How must CX professionals like you evolve their skills? We found a surprising – and not so surprising – answer when the Boston CXPA team celebrated CX Day. Forrester hosted the celebration with CX and UX practitioners in […]
This past Tuesday evening (October 17), TechTarget and Discover.org invited me to share some wisdom about success strategies for account-based marketing (ABM) with a couple dozen customers, prospects, and friends. If you missed it, here’s a quick synopsis: It’s 2017. ABM was new in 2004, but not any longer. What’s different today? It’s much easier to access and use […]