Joe Cicman

1 month ago | forrester.com | Maxie Schmidt |Brett Kahnke |Joe Cicman |Maxie Schmidt-Subramanian

Happy  Spring! Let’s clean out old insights and create new ones. That’s why we just opened our annual Feedback Management & CX Measurement Practices survey to you. It gathers rich data about what you and your teams are doing and the challenges you face. The insights we learn from this survey inform our research for the coming year – and help us better serve the CX community with trusted information from their peers around the world.

1 month ago | forrester.com | Joe Cicman |Brett Kahnke |Naomi Marr

When I start to work with clients, I often get the question, “What are the trends in B2B e-commerce?”My canned response is, “Prescription without diagnosis is malpractice. Let’s talk about your needs.” Then we talk about what makes their customers unique. My new case study tells the story of how OMNIA Partners built OPUS by first studying its target market to come up with a unique solution. It illustrates the process of starting with the customer and working to the non-obvious solution.

Dec 10, 2024 | forrester.com | Stéphane Vanrechem |Joe Cicman |Huard Smith

Today’s enterprise architecture (EA) practices are critical to enable a firm’s customer-obsessed digital transformations. As more traditional EA practices become commoditized, Enterprise Architecture Management Suite (EAMS) vendors that show strong use cases to support real transformations will emerge as market leaders. These transformation-enabling use cases include AI-powered features, provide sustainability, modelling and assessment capacities, and architecture empowering functions.

Dec 5, 2024 | forrester.com | Kate Leggett |Joe Cicman |Riccardo Pasto

CRM continues to be a hot investment area for enterprises. Our data shows that close to 70% of organizations plan to increase their CRM investments over the next year. Why? Because CRM is at the heart of all customer operations that directly impact company revenue Emerging technologies are boosting its power. These technologies provide deeper insights, automate tasks, enhance personalization, and making the front office vastly more effective. Yet, adopting emerging tech is tricky.

Dec 5, 2024 | forrester.com | Joe Cicman |Huard Smith |Peter Wannemacher

Orchestrating your partner ecosystem creates new value with e-commerce. Make no mistake: becoming a marketplace is a business transformation, not a feature rollout. The number of ways you can arrange your marketplace can be hard to imagine. Be ready to roll up your sleeves and formulate a distinct strategy. Don’t expect to pick from a menu of the most common.