"Empowered" Supports Employee-Generated Content
Forrester has a new book coming out soon entitled Empowered written by two Forrester analysts. Its focus is on the power of social technologies in the hands of the general public and what this means...
View ArticleSAP Plans To Acquire SuccessFactors: A Major Move In The Talent Management Field
ERP vendors are showing strong interest in the HRM SaaS market. They are either attempting to build a solution (as Oracle is doing with Fusion) or looking to acquire HRM functionality (as SAP is about...
View ArticleUse Social Media To Drive More Learning
My colleagues and I talk often about social collaboration and its tepid adoption. The fact is that it's hard to get employees to use a tool unless they see a real use for it. This is certainly true in...
View ArticleHybrid By Design Vs. Hybrid By Accident
As a veteran of enterprise IT, there’s a difference between “hybrid by design” and “hybrid by accident.” Let’s be frank: you are probably doing hybrid by accident – just about everybody is. Hybrid by...
View ArticleThe B2B Breach Trifecta: Equifax, SEC, and Deloitte
The B2B Breach Trifecta: Equifax, SEC, and Deloitte As rumors emerged this morning about a compromise of consulting firm Deloitte, this becomes the third breach announced in just a few short weeks of...
View ArticleWe Are Defining KPIs For DevOps And Need Your Help!
As the importance of DevOps grows in modern enterprises, Forrester seeks to define clear metrics and benchmarks for successful DevOps. I&O is responsible for the continuous deployment of software...
View ArticleHappy CX Day – The Future Of CX – At Forrester’s HQ in Cambridge
Forrester is hosting CX Day 2017 with Boston’s Local CXPA Networking Chapter! Join fellow CX & UX professionals to hear perspectives from three stellar CX practitioners and me on our theme “The...
View ArticleSAP Buys CIAM Vendor Gigya
Today, SAP announced it has acquired Mountain View, CA based Customer Identity and Access (CIAM) provider Gigya. Several media outlets placed the purchase price in the $350M range. Gigya has been a...
View ArticleUse AI-augmented Speech Analytics To Drive Growth And The Customer Experience
Your customers are very literally telling you what they want, what they think about your products and services, and what they think about their experiences with your company. They are doing this, often...
View ArticleBenchmark Yourself Then Find The Help You Need
With the passing of the autumnal equinox, it’s time to rake leaves, sip pumpkin spiced lattes, and take stock of the summer’s activities. For most CI pros, this summer was spent wrangling and...
View ArticleEngagement Costs Aren’t Being Tamed: What Customer Service Should Do
Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use several channels at the same time –...
View ArticleThe Data Digest: As Social Media Usage Grows, So Do Brand Woes
Let’s face it: We all know the feeling of logging into a social networking site and reacting with myriad emotions ranging from intrigue and delight to shock and shame. And no matter how hard we try to...
View ArticleGo The Distance With Your Marketing – Understand Why Customers Use Social Media
Headlines such as “Your Instagram Posts May Hold Clues to Your Mental Health” and “One Social Network Ranked Worst for Young People’s Mental Health and Well-being” appear across marketing publications...
View ArticleThe US Customer Experience Index For 2017: CX Quality Worsened
This year’s Customer Experience Index report for US brands revealed a CX leadership gap — not a single brand has risen to the top of our rankings and continue to move upward. The report is based on...
View ArticleLeading Brands Tap New Enablement Tools
It’s no secret that digitally savvy buyers are having a profound effect on selling organizations of all kinds. In the past two years, the percentage of B2B buyers who reported that they found going...
View ArticleVoice Search Will Eventually Revolutionize Search Marketing
Let’s face it: voice search is incredibly over-hyped today. Any conference, webinar, or article around the future of search marketing will talk about voice search. Many are predicting voice search will...
View ArticleStop The MarTech Madness!
How much are you spending on Marketing Technology? How do you know if you’re spending it on the right solutions? What about your peers and competitors – what are they doing? Are you sure you’re...
View ArticleLuxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury...
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...
View ArticleHalf Of Online Retail Spending Came From Marketplaces In 2016
Marketplaces are taking an growing share of B2C online retail sales: Half of B2C online retail spend came from marketplaces in 2016. Forrester Data’s new Online Marketplace Tracker examines 11...
View ArticleDrive Creativity And CX Innovation With Employee Empathy
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...
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