#eavoices

AI-Fueled Customer Service Delivers Real Results

by

AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer service for these services is going to look much different than it does now. AI today is still in its infancy; AI applications span discrete capabilities, all of which are […]

Release Velocity Is Abysmal And Needs Continuous Deployment

by

DevOps is no longer the new kid on the block, adoption of DevOps encompasses all industries. Despite this adherence to principles of speed, velocity and agility, release frequency appears to be lagging. Continuous deployment can help: organizations leveraging an integrated continuous deployment toolset are able to make the dream of continuous releases to production a […]

On innovation, foundations, scaffolding and Portakabins

by

Given that I’m reframing my work here as ‘maker of tools for change’, it seems worthwhile to republish from my now long-defunct Sidewise blog this 2010 post on some on the realities of change that must be acknowledged and addressed if…

Make Each Route The Best Path For Buyers

by

Is your organization considering how to holistically optimize all of its routes-to-market? Curious how other firms are thinking about their direct and indirect selling channels in 2017 and beyond? Forrester’s B2B marketing, sales, and channel analysts have conducted new research that will prove invaluable in the quest to modernize your company’s selling systems and deliver […]

Blockchain Fever: The Potential And Challenges Of Blockchain Technology 

by

In last week’s episode of Forrester’s What It Means podcast, Principal Analyst Martha Bennett disentangles the hype from the reality of blockchain technology — and provides a passionate perspective on blockchain’s potential as an economic engine. Podcast transcript Victor Milligan: Hi, I’m Victor Milligan. Jennifer Isabella: And I’m Jennifer Isabella. Victor Milligan: Your co-hosts for Forrester’s podcast, What It Means, where we explore the […]

Brand 2020: Act 3. Redemption

by

A MANIFESTO IN THREE ACTS Summer is a good time for reflection. At this time of the year, many take a week or two away from the crush of meetings and deadlines to spend time with friends, family, and to dwell in the clarity beyond the grind. I spent some of this time thinking about […]

Customer Trust And Loyalty Determine Success On The Dark Web, Too

by

  This is a guest post by Salvatore Schiano a researcher serving Security & Risk Management professionals The dark web is an underground marketplace for drugs, stolen credentials, stolen financial and medical records, and other illicit products and services.  Cybercriminals use it to monetize breached data but they also use it to buy and sell exploits […]

The Ways And Means Of B2B Buyer Journey Maps: We’re Going Deep at Forrester’s B2B Forum

by

A very, very long time ago, a sales training instructor told me, “It’s the job of the sales person to teach the buyer how to buy.”  And that was essentially true for a very, very long time — until the emergence of the digitally empowered buyer. Today’s business buyers are increasingly self-directed: 60% prefer not […]

You Deserve What You Tolerate…

by

After reading through some other blogs and strategy papers over the weekend, (Don’t judge me. To some of us, this activity constitutes a good time…Yes, lame…I know.) I saw what appeared to be an underlying theme across the narratives I’d read: Security tolerates failure. It’s understandable that it happens, but I think, if we are […]