Blog
This week, Express Scripts filed a lawsuit against the Federal Trade Commission (FTC) demanding retraction of a recent report on the pharmacy benefit manager (PBM) industry. News of this suit is the latest in a string of headlines calling attention to concentration risk in healthcare. The PBM market’s oligopoly isn’t new, but high-profile, widespread events […]
Blog
Forrester just published The European Banking Net Promoter Rankings, 2024, with a Net Promoter Score℠ (NPS) for 60 banks across France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. We collected the scores by asking 18,058 European banking consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands they […]
Blog
Each year, we calculate the business impact of improving in Forrester’s Customer Experience Index (CX Index ™) by one point. For 2023, we published the results in the report, How Customer Experience Drives Business Growth, 2023. The report includes the dollar upside of improving CX Index by one point for 12 industries: airlines, luxury auto manufacturers, […]
Blog
What I’m going to tell you is something that you already know. It’s not a surprise, it’s not a secret, and it’s something that we in B2B marketing have known for many years – the buyer has changed. We know that buyers buy in groups, we know that buyers are getting younger, we know they […]
Blog
I am thrilled to announce Forrester’s Human Risk Management (HRM) Solutions Wave ™ which evaluates the nine most significant vendors in the HRM space. This Wave looks nothing like its predecessor, The Forrester Wave™: Security Awareness And Training Solutions, Q1 2022, reflecting the fact that today’s HRM solutions look nothing like the Security Awareness and Training […]
Blog
Forrester has published The Forrester Wave™: Customer Data Platforms For B2C, Q3 2024. It’s an exciting moment because this is the very first Forrester Wave evaluation for this category. Given the heavy buyer and vendor interest in customer data platforms (CDPs), it evokes the obvious question: “What took you so long?!” For context, consider the […]
Blog
On Tuesday, IBM announced its acquisition of Kubernetes cost management solution Kubecost. This acquisition follows a series of FinOps-focused companies in recent years with Apptio (TBM/FinOps), Turbonomic (FinOps/resource automation), Nordcloud (FinOps services), and Instana (observability). Answers To Your Top Questions About The Kubecost Acquistion What should I know? Kubecost enhances an already market-leading solution. In […]
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Supplier value management (SVM) platforms is a critical enterprise software category enabling enterprises to implement their source-to-pay processes. Enterprises seeking a system of record for all supplier spend and supplier information are busy unbundling enterprise resource planning and other “procurement” tools such as Excel and embracing SVM platforms. Typically, enterprise adoption starts with one or […]
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When it comes to mobile device security, barely half of organizations are using unified endpoint management (UEM). That’s like locking the front door and leaving the side door wide open. Find out why security teams overlook mobile devices in this preview of our upcoming Security & Risk Summit.
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Where are we with generative AI today and what can we learn from some of the experiences out there today? Find out in this preview of a session at our upcoming Technology & Innovation Summit EMEA.
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Get an early read on UK and US consumers' thinking about 2024 end of year holiday shopping - and watch for more research and holiday prep advice in the coming weeks.
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Wealth management firms must still balance the innovation AI offers with the oversight and governance expected from regulators. As AI continues make inroads in wealth management, it’s important for firms to use explainable AI tools that provide trust, transparency, and explainability to “black box” AI systems.
Blog
Last week I attended the 10th annual SaaStr conference in San Mateo. For those unfamiliar, SaaStr is a community and resource hub that covers the building and scaling of software-as-a-service (SaaS) companies. The conference brings together industry leaders, entrepreneurs, and investors to network and share insights. It’s a valuable resource for anyone involved in the […]
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You’d be forgiven if you assumed tools like ChatGPT will quickly replace the need for customer feedback management solutions. Indeed, large language models excel at summarizing unstructured text like customer feedback collected in survey verbatims and customer service calls. In reality, customer experience (CX) pros need to temper their expectations. The risks and effort required […]
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According to Forrester’s Q2 2024 Tech Pulse Survey, 77% of US technology decision-makers report moderate to extensive levels of technology sprawl. Find out what the impacts of tech sprawl can be and how to get it under control in this preview of a new report.
Blog
The longer tech debt remains unresolved, the more resources are required to fix it. Learn how it can impact the delivery of new projects and weaken operational resilience in this preview of a new report.
Podcast
Personas are a foundational, seemingly simple tool—yet they’re deceptively challenging. That’s the premise of the latest research by Audrey Chee-Read and Gina Bhawalkar, which includes best practice reports and persona builder tools. They offer examples of effective and ineffective personas to increase the ROI of your efforts.
Blog
Roll up your sleeves because there’s work to be done at Forrester’s upcoming B2B Summit EMEA, taking place on October 7–9 in London. Last year’s delegates told us that they wanted to see much more practical, hands-on application of the research showcased; we listened, we heard, and we’ve taken action. This year there are no […]
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We recently completed The SAP Services Landscape, Q3 2024. A lot has changed in the SAP ecosystem since the last edition of this Forrester landscape. SAP ECC to SAP S/4HANA cloud migrations are taking center stage for the vast majority of SAP clients. The RISE with SAP offering has undergone massive changes in the last […]
Blog
We recently completed The Oracle Services Landscape, Q3 2024. Since the last edition of this Forrester Landscape, Oracle customers have been eager to modernize their enterprise applications’ footprint and adopt software-as-a-service (SaaS) principles. Customers of heritage products, like E-Business Suite and PeopleSoft, have been rapidly adopting Oracle Fusion Applications as Oracle is one of the […]
