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3 weeks ago | 
forrester.com | Rick Parrish |Phyllis Davidson |Joana de Quintanilha
As a former US federal employee, I’m a customer of two financial services companies that focus on current and former feds. Within the past couple of months – as millions of federal employees have been subject to on-again, off-again layoffs – these companies have emailed their customers with essentially the same message. It goes something like this:We know that in these uncertain times you’re worried about your finances.
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3 weeks ago | 
forrester.com | Noel Yuhanna |Naveen Chhabra |Joana de Quintanilha
The growing demand for real-time data to power AI applications is compelling businesses to reevaluate their traditional data architectures. Legacy systems typically rely on separate platforms for transactional and analytical processing, leading to inefficiencies and delayed insights.
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3 weeks ago | 
forrester.com | Joana de Quintanilha |Maxie Schmidt |Dipanjan Chatterjee |Sharyn Leaver
Every customer journey can create or destroy value — both for your customers and for your firm. That’s why you need to measure value creation and use these insights to optimize value. At our CX Summit EMEA on June 2–4, 2025, we have two interconnected sessions to help you do that. How To Measure Journeys Effectively will feature insights from Forrester’s journey benchmarking study for three industries: banking, telecommunications, and utilities.
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Jan 9, 2025 | 
forrester.com | Maxie Schmidt |Joana de Quintanilha |Maxie Schmidt-Subramanian
Each year, we calculate how much business growth improving Forrester’s Customer Experience Index (CX Index™) by one point drives. For 2024, we published the results in the report, How Customer Experience Drives Business Growth, 2024.
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Jan 9, 2025 | 
forrester.com | Joana de Quintanilha |Maxie Schmidt |Phyllis Davidson
Do You Know What Your Energy Takers And Energy Givers Are? Knowing what your energy givers and energy takers are is an important step in managing your personal energy and productivity. Energy takers are too much screen time, overthinking, clutter and mess, dehydration, sitting for too long, and setting unrealistic goals. Energy givers are sunlight, nourishing food, exercise, fresh air, music, meaningful work, and laughter.
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Jul 28, 2024 | 
forrester.com | Charles Betz |Joana de Quintanilha |Simon Daniels
Forrester has introduced two major innovations this year for technology leaders and practitioners: High Performance IT, and the IT Reference Capability Map. Now, I am pleased to announce we have brought them together in a unique assessment tool, Forrester’s High-Performance IT Capability Assessment. Forrester’s High Performance IT & IT Capability Reference Map Are LinkedAs a recap, High Performance IT proposes four distinct styles: Enabling, Amplifying, Co-creating, and Transforming.
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Jul 28, 2024 | 
forrester.com | Joana de Quintanilha
Die Liedzeile „Don‘t let me be understood“ lässt sich nahtlos auf Customer Journeys übertragen: In den 60 Jahren, die seit der Entstehung dieses Songs vergangen sind, haben viele Künstler immer wieder neue Versionen dieses Klassikers kreiert.
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Jul 3, 2024 | 
forrester.com | Carlos Casanova |Joana de Quintanilha |Boris Evelson
This saying holds the same weight in today’s workplace as it did in Ancient Greece, albeit I’d rather view it as a focus of our energy and resources to solve a problem versus pure anger. 2016 marked the 2,400th anniversary of the birth of Aristotle and an era of legendary Greek discourse battles. Today’s CIOs and technology leaders may feel as though they’re in similar battles every time a major event occurs, and an IT war room is started.
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Jul 3, 2024 | 
forrester.com | Joana de Quintanilha |Sharyn Leaver |Laura Ramos
Journey maps are still wildly popular, and for good reason: Done right, they can transform the customer experience (CX) your company delivers and even alter its culture. Although journey maps can be powerful tools for driving change, CX teams often struggle to get the most out of their mapping efforts, in part because the deliverables they present aren’t suited to them or the situation. Journey maps must have a clear purpose!Ask yourself:Who is the journey map for?
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Jun 11, 2024 | 
forrester.com | Joana de Quintanilha |Seth Marrs |Leslie Joseph
In our 30-criterion evaluation of customer journey orchestration (CJO) providers, we identified the most significant ones and researched, analyzed, and scored them. The Forrester Wave™ evaluation highlights Leaders, Strong Performers, Contenders, and Challengers. In alphabetical order these are the vendors we included: Alterian, CSG, Engage Hub, Genesys, inQuba, Medallia, Qualtrics, Quantum Metric, and Roojoom.
