Forrester is an American market research company that provides advice on existing and potential impact of technology, to its clients and the public. Their 2016 adjusted EBITDA was $29.3 million and their 2015 adjusted EBITDA was $26.5 million. Forrester has five research centers in the US: Cambridge, Massachusetts; New York, New York; San Francisco, California; Washington, D.C.; and Dallas, Texas. It also has four European research centers in Amsterdam, Frankfurt, London, and Paris and four research centers in the APAC region in New Delhi, Singapore, Beijing, and Sydney. The firm has 27 sales locations worldwide. It offers a variety of services including syndicated research on technology as it relates to business, quantitative market research on consumer technology adoption as well as enterprise IT spending, research-based consulting and advisory services, events, workshops, teleconferences, and executive peer-networking programs.

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Forrester Research
Forrester Research
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  • At a client dinner last week in Amsterdam we turned from talking digital transformation and customer experience to a more future-oriented topic:  What’s going to happen in the next 20 years? It was a great group, including KLM (the airline), KPN (the telecom company), ABN Ambro (largest bank in the Netherlands), Alliander (the electrical grid […]

Forrester Research
Forrester Research
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  • For a CX transformation effort to go beyond the small and tactical, organizations need an executive in charge of leading the effort. Although these senior leaders go by various titles, the most common is still Chief Customer Officer (CCO). That’s why I was immediately interested when Dell’s CCO Karen Quintos, and her Dell Technologies colleague, […]

Forrester Research
Forrester Research
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  • At the core of all ROI calculations are costs and benefits. However, there is no single catchall equation that allows your organization to calculate the ROI from digital investments. Benefits from digital investments need to be aligned with the business requirements for a specific value chain stage. Hence, these benefits are tied to usage scenarios […]

Forrester Research
Forrester Research
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  • I’m obsessed with the future of television. A couple years ago, I pursued it largely as a research exercise. Today, I’m up in arms based on my own experience as a TV consumer. The rumors are true: empowered consumers are real and I am one. And of late, my ad experience with my chosen form […]

Forrester Research
Forrester Research
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  • Across industries, improvement in CX leads to growth in total revenue. Facing stiff competition on- and off-line, retailers need to invest in superior CX to differentiate themselves and foster the loyalty of empowered customers. However, consumers tell us that the opposite is happening. In 2017, we saw both traditional and digital-only retailers’ CX quality slip. […]

Forrester Research
Forrester Research
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  • In our 23-criteria evaluation of digital experience service providers, we identified the 14 most significant ones — Accenture, Deloitte, Digitas, EPAM, Epsilon, IBM, Isobar, MRM//McCann, PwC, SapientRazorfish, Tata Consultancy Services (TCS), VML, Wipro, and Wunderman — and researched, analyzed, and scored them. This report shows how each provider measures up and helps application development and ...

Forrester Research
Forrester Research
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Forrester Research
Forrester Research
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  • There’s no doubt that artificial intelligence (AI) and its underlying technology building blocks are top of mind for enterprises today. But who’s driving this change and its adoption within their organizations? On the surface, it may appear that AI is yet another technology that firms will expect their technology organization to champion, evaluate, and bolt […]

Forrester Research
Forrester Research
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  • The May 25th deadline announces a period great reckoning for data-driven marketing in Europe. The question marketers ask me most often is “Can we continue to do this…” or in other words, will this type of activity be allowed under the GDPR? But often, with this Regulation, the question is not whether you can or […]

Forrester Research
Forrester Research
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  • The purchase of Whole Foods by Amazon, and more recently, the proposed purchase of Aetna by CVS, are creating an imperative for all businesses to digitally transform. In my report on new engagement models, I capture and report on new and creative ways that AD&D leaders are working with custom software development partners to transform […]

Forrester Research
Forrester Research
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  • CVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good. The Department of Justice evaluates mergers of this magnitude to ensure benefit not just to the corporations, but to the consumers. In healthcare deals, […]

Forrester Research
Forrester Research
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  • A FOND FAREWELL TO BRAND MANAGEMENT (AS WE KNEW IT) It is apparent to marketers who’ve chosen to look with a critical eye that the old-school, text book, command-and-control branding is headed the way of the dodo bird. The idea of managers controlling brand is not just quaintly archaic, it is thoroughly ineffective. In the Age […]

Forrester Research
Forrester Research
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  •   I’m an analyst. It’s my job to formulate opinions on your product and company and provide that insight to my clients. Prior to joining Forrester, the impact analysts have on the industry was described to me this way: “I don’t have time to be an expert at everything I need to know, so I […]

Forrester Research
Forrester Research
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  • In April 2017, I completed a Wave report on content marketing platforms (CMPs) – specifically, Contently, Kapost, NewsCred, Opal, Percolate, ScribbleLive, Skyword, Spredfast, and Sprinklr – for B2C marketers. B2B marketers asked: What about us? Which platform suits B2B content marketing best? The same ones that suit B2C content marketing? What makes them different? Will […]

Forrester Research
Forrester Research
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  • Every business is different. But for all their differences, leading digital companies have some things in common that separate them from the rest. Over the five plus years I’ve been researching digital business, my colleagues and I have developed a number of frameworks to highlight these distinctions. In 2017, Ted Schadler and I worked to […]

Forrester Research
Forrester Research
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  • In the age of the customer, consumers have more information, more choices, more access, and more power. But they don’t have more time. That’s why the companies that attract, win and retain customers focus on delivering the tenets of great experiences: make it easy, make it effective, and build an emotional connection. But, customer service […]

Forrester Research
Forrester Research
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  • The Australia Customer Experience Index (CX Index™) data for 2017 is in, and there’s bad news: CX quality in Australia has worsened and there are no true leaders. This isn’t Forrester’s opinion — it’s how 9,000 Australian customers graded their recent interactions with 36 brands across the measures of CX quality that lead to revenue. […]

Forrester Research
Forrester Research
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  • Australian wealth management firms face a host of challenges in 2018. Greater regulatory uncertainty, tightening profit margins, increasingly empowered customers, and disruptive entrants into the sector are putting digital wealth management leaders on the hot seat. Recent developments in the wealth sector also show that independent fintech investment platforms are a force to be reckoned […]

Forrester Research
Forrester Research
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  • When a breach is announced most security & risk pros are not too surprised. Yet Uber found a way to make the industry raise our collective eyebrows when it was discovered that Uber not only suffered a breach in late 2016 and failed to notify affected parties, but leadership appeared to take things a step further by engaging in a conspiracy to conceal the event by paying hush money to the hackers/e...

Forrester Research
Forrester Research
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  • The new Forrester Wave™: Continuous Integration Tools, Q3 2017 for application development and delivery (AD&D) professionals is now live! Forrester survey data indicates most developers (67% of 2,000 developers surveyed) use CI tools as part of their software development process, but only 17% use them daily. Does your team fall within this 17%? Or, do you use […]

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