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n Groundswell, two of Forrester Research's top analysts show you how to turn the force of customers connecting [Read More]

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Future Healthcare Success is Rooted in Exceptional CX
We know that better customer experience (CX) in healthcare better engages customers and patients, improves care outcomes, and reduces costs. But there are several factors contributing to lagging CX in healthcare. The most common pitfalls we observe w...
Thursday, May 23, 2019

Your customers want to self-serve. It's good for them, and good for you
Your customers have more choice over what products to buy, where to buy them, how to buy them. What they don't have is time. In fact, Forrester finds that two thirds of customers say valuing their time is the most important thing a company can do to ...
Thursday, May 23, 2019

Follow The ABM Road Map To Recruit The Right Channel Partners
As the artificial distinction between account-based marketing (ABM) programs and everything else we do in B2B continues to dissolve, more firms are realizing that they can leverage the same account-centric strategies, tactics, and technologies to imp...
Thursday, May 23, 2019

A Glimpse Into The Future Of The Store
Offline stores are more important than ever despite the eCommerce boom. How will digital technologies transform the future of the store? My colleague Michelle Beeson and I share our points of view. For more research, see The Digital Store Playbook Fo...
Thursday, May 23, 2019

AI, Automation, And Robotics . . . Oh My!
As companies strive to improve customer experience through better customer and employee engagement, they inevitably face the problem of scalability. How can we provide a seamless, convenient, and consistent experience to all our customers? And how ca...
Wednesday, May 22, 2019

Make Addressing Climate Change A Priority For Your Tech-Driven Innovation Efforts
If your firm is customer-obsessed, then a key focus should be on addressing emerging customer needs — and, sadly, where and how customers can live is rising fast as a global concern. As noted in my new Forrester report on the importance and impact of...
Tuesday, May 21, 2019

The Impact Of Digital Transformation On The Vulnerability Management Space
As I'm kicking off the next iteration of the Forrester Wave™ for vulnerability risk management in the coming weeks, I've been fielding a lot of questions about what I'm going to be focusing on and why. Traditional vulnerability management solutions d...
Tuesday, May 21, 2019

Service Providers Begin To Get With The New Dynamic At Microsoft
Microsoft CEO Satya Nadella made a statement last year at a media briefing that has stuck with me: ". . . Our business model fundamentally is about creating more surplus outside us. We will only be long-term successful if people are making more money...
Tuesday, May 21, 2019

Employee Engagement And Cultural Transformation Drive Customer Experience
Employee engagement is critical for customer experience....
Tuesday, May 21, 2019

Harry's Acquisition Reaffirms It: Brand-Building's In A Generational Shift
Like fading celebrities, brand owners fear one thing most of all: irrelevance. "I think my mom/dad/grandma/grandpa uses them." The horror. Edgewell Personal Care's most recent annual report is all about that horror. In so many words, it acknowledges ...
Monday, May 20, 2019

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