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3 weeks ago | 
forrester.com | Brian Hopkins |Brent Ellis |Colleen Fazio
A Comprehensive Portfolio Of InnovationFujitsu is embracing an all-in strategy in quantum computing — investing across a broad portfolio that includes superconducting and diamond spin qubits, open-source software development, quantum simulation, and a hybrid quantum-classical computing architecture. While most vendors focus on one or two of these elements, Fujitsu is working across all of them in its quest for a place on the world stage.
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3 weeks ago | 
forrester.com | Colleen Fazio |Rick Parrish |Noel Yuhanna
Over the past two weeks, we attended back-to-back CX events – first Qualtrics X4 in Salt Lake City, then Medallia Experience in Las Vegas. Both leaders in The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024, these vendors court enterprise-wide CX programs as well as digital, contact center, and location-based operations leaders.
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Nov 21, 2024 | 
forrester.com | Pete Jacques |Rusty Warner |Colleen Fazio
The end of the year is approaching and for many of us, that means holiday preparations. I’ve already seen some houses decorated with lights and trees and I must admit I’m enjoying them. For some of us, this time of year also means year-end reporting of financials and performance metrics. Included in that may be your annual CX relationship study key metrics like NPS or OSat.
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Nov 18, 2024 | 
forrester.com | Rusty Warner |Colleen Fazio |Mike Proulx
An effective cross-channel marketing hub (CCMH) can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Think of your CCMH as much more than a campaign management platform. Instead, leverage it for next-gen customer engagement based on compelling, contextually relevant experiences.
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Nov 18, 2024 | 
forrester.com | Colleen Fazio |Gina Bhawalkar |Dipanjan Chatterjee
At the risk of dating myself – I’m a proud member of GenX. So, perhaps I can be forgiven for channeling Jerry Maguire and George Constanza when I think about the key takeaways from the latest Customer Feedback Management Solutions Wave™. My conversations with the customer references for the nine vendors included in this Forrester Wave™ reinforced my evaluation and what I have been hearing from our clients: The “how” is often more important than the “what” when buying CFM solutions.
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Sep 25, 2024 | 
forrester.com | Mike Proulx |Joe Stanhope |Colleen Fazio
It was a tale of two “Metas” during Mark Zuckerberg’s Meta Connect keynote today. The company’s CEO seemed to rush through updates about the “metaverse” (Quest 3 and Horizon) in favor of AI and glasses. His tone and body language were both starkly contrasted from one topic to the other — spending, at best, thirty seconds on Horizon. And for good reason: Meta’s advances in AI and glasses are providing (and will increasingly provide) value to everyday consumers. But more on that in a bit.
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Sep 19, 2024 | 
forrester.com | Joe Stanhope |Colleen Fazio |Mike Proulx
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 it evokes the obvious question “What took you so long?!” For context, consider the history of the category. The early years of the CDP were challenging.
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Sep 17, 2024 | 
forrester.com | Laura Ramos |Colleen Fazio |Biswajeet Mahapatra
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 SaaS industry, whether just starting out or looking to take a business to the next level.
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Sep 17, 2024 | 
forrester.com | Colleen Fazio |Mike Proulx |Senem Guler Biyikli
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, CX pros need to temper their expectations. The risks and effort required to apply genAI to complex customer feedback management translate into a more restrained road map for technology providers and CX teams.
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Mar 13, 2024 | 
forrester.com | David Hoffman |Colleen Fazio |Lily Varon
I know a lot about cochlear implants. A member of my family who is profoundly deaf can hear because of them. This firsthand exposure has made me realize how technology can both limit and expand the perspectives of people with disabilities. However, it is ultimately innate resourcefulness and innovative skill that enable people with disabilities to navigate a world that may from the outside seem filled with obstacles rather than opportunities.
