Following the lead of their B2C counterparts, B2B firms are embracing brand values and a broader notion of purpose. What’s at stake, and where do companies’ intentions fall short? On this week’s episo

Customer loyalty is not a new concept, but a confluence of trends has increased the emphasis that brands are placing on it. In this episode, VP and Principal Analyst Mary Pilecki dives into these tren

Employee experience is a vital function without a home in most organizations. In this episode, Principal Analysts Katy Tynan and David Johnson debate where the EX function should reside.

As a CIO, do you dread talking to your chief risk officer about emerging technologies? In this episode, you’ll learn how to lead that conversation effectively from Principal Analysts Renee Murphy and

What's the biggest mistake CX orgs make? Listening to their gut. If you want to design experiences that strengthen customer loyalty, listen to this episode about user research featuring Senior Analyst

What’s the missing ingredient for an IT organization to deliver value in a customer-obsessed company? It may well be your operating model. Learn more as Principal Analyst Fiona Mark and VP, Principal

The past two years have shaped healthcare in profound and irreversible ways. In this episode of What It Means, Senior Analyst Natalie Schibell discusses the major shifts and what the future holds.

How can your organization become more adaptive? Stop hiring for jobs. Principal Analyst Katy Tynan and VP, Principal Analyst J. P. Gownder break down Forrester’s new “no more jobs” talent model.

Will increased automation add to job losses in the Europe-5 countries or help diffuse a demographic time bomb? Analyst Michael O’Grady discusses our forecast for the future of jobs in Europe.

The problem with chatbots can be summed up in one sentence: “How can I help you?” This question sets the expectation that a chatbot will be as helpful as a human agent, which isn’t true. But don’t scr