Member Since: 24th Jul 2015
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Independent research and advisory firm
Forrester
15th Feb 2019
Only 16% of CMOs are responsible for leading the execution of their firm’s digital transformation. Now is the time to rethink your role...
Blog
13th Feb 2019
“Trending” reminds me of the fairy tale The Magic Porridge Pot , in which the pot wouldn’t stop cooking porridge and flooded the entire...
Blog
6th Feb 2019
Recently, Forrester published our CX predictions for 2019 . Our first prediction was that stagnating CX quality will cause short,...
Blog
28th Jan 2019
“Each thing you see at CES may be wondrous, but after you’ve seen five variations of the same hundred things, the net effect is clutter and...
Blog
24th Dec 2018
As the holidays kick in and the post-holiday return rush quickly follows, a few things will occur simultaneously: Hundreds of millions of...
Blog
21st Dec 2018
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago,...
Blog
21st Dec 2018
I’ve just returned from a few days in the sun, having once again participated in Beet.TV’s annual Beet Retreat. (Wonderfully, we returned...
Blog
19th Dec 2018
There we were . . . a roundtable of CX leaders from across Southeast Asia, senior executives with years of experience running large,...
Blog
30th Nov 2018
Another Friday, Another Breach Announcement Today, Marriott announced that it uncovered four-plus years of a previously unknown, unexpected...
Blog
28th Nov 2018
For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has...
Blog