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2 weeks ago | 
forrester.com | Angelina Gennis |Dipanjan Chatterjee |J.P. Gownder
Last year, Verizon made the curious choice to acquire once-bankrupt Frontier Communications for $20 billion. Cited as a key benefit to Verizon (beyond the landgrab): A “high-quality customer base.”High-value customers are not difficult to find, but contact centers struggle to engage them for net-positive outcomes. Updating infrastructure wasn’t enough to turn around Frontier; contact center employees were enabled and empowered to solve customer problems and grow the relationship.
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2 weeks ago | 
forrester.com | J.P. Gownder |J. P. Gownder
Shopify’s CEO Tobias Lütke released an internal email he’d sent to employees with the subject, “AI usage is now a baseline expectation.” His enthusiastic missive implores employees to adopt AI tools “as a thought partner, deep researcher, critic, tutor, or pair programmer.” His ultimate conclusion?
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Jan 15, 2025 | 
forrester.com | J.P. Gownder |Ted Schadler |Brian Hopkins |J. P. Gownder
On February 2024, I wrote a blog post declaring “You’re not switching to Google Workspace to use Gemini — yet.” Google aims to change that. Today, the company announced that it will include “the best of Google AI in Workspace Business and Workspace Enterprise plans” without the need to purchase an add-on.
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Sep 17, 2024 | 
globalsecuritymag.fr | J.P. Gownder
Analyse Forrester : Microsoft ajoute du contexte à Microsoft 365 CopilotSuite aux annonces de Microsoft 365 Copilot : Wave 2 hier, J.P. Gownder, analyste principal chez Forrester, partage son analyse ci-dessous : " Aujourd'hui, Microsoft a annoncé un certain nombre d'améliorations à Microsoft 365 Copilot. Les fonctionnalités les plus remarquables sont celles qui placent les actions de Copilot dans leur contexte.
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Jun 3, 2024 | 
futurecio.tech | J.P. Gownder
If you're like most leaders we speak with, you're still figuring out generative AI (genAI) and other AI solutions for employees. You're also underestimating the amount of training and upskilling your employees need to productively use these tools. As I wrote in a recent report, most companies are on the cusp of underinvesting in the training necessary to successfully use AI by an order of magnitude.
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Apr 16, 2024 | 
forrester.com | Angelina Gennis |J.P. Gownder |Devin Dickerson
The Office of Management and Budget (OMB) recently released FY 2025 President’s Budget. The OMB not only develops and executes budget for the Executive Branch, but also manages and oversees federal agency performance, procurement, and IT, among other responsibilities. That means the budget has a major effect on agencies’ ability to commit to their employees and customers. The budget reveals heavy investments in attracting, developing, supporting, and retaining civil servants.
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Apr 15, 2024 | 
forrester.com | Thomas Husson |J.P. Gownder |Ted Schadler
Many consumers want to act sustainably but struggle to do so. The growing cost of living and high inflation rates are limiting environmentally conscious consumers’ ability to purchase according to their values. Despite reporting willingness to pay a premium for greener products, few actually purchase sustainable products. The resulting cognitive dissonance can trigger unease, discomfort, anxiety, and guilt.
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Apr 11, 2024 | 
forrester.com | J.P. Gownder |Carlos Casanova |Dipanjan Chatterjee |J. P. Gownder
The bright light of AIQ shines in this office. Image source. If you’re like most leaders we speak with, you’re still figuring out generative AI and other AI solutions for employees. You’re also underestimating the amount of training and upskilling your employees need to productively use these tools. As I wrote in a recent report, most companies are on the cusp of underinvesting in the training necessary to successfully use AI by an order of magnitude.
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Apr 8, 2024 | 
forrester.com | Leslie Joseph |Bill Martorelli |J.P. Gownder
Microsoft announced — on April Fool’s Day 2024, no less — that it was unbundling Teams from its various Microsoft 365 plans worldwide. While these new changes affect Microsoft customers worldwide, they mirror the changes that the company announced in August last year for its customers within the European Economic Area and Switzerland.
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Apr 4, 2024 | 
forrester.com | Stéphane Vanrechem |J.P. Gownder |Frederic Giron
Over the years, my Forrester colleagues and I have observed that the maturity of enterprise architecture (EA) differs greatly among clients. Some EA practices are more IT oriented, while others are more business driven, but EA must always be outcome driven. Therefore, we emphasize that architects and business stakeholders must align and collaborate closely to achieve significant results.
