Katy Tynan

Boston

VP, Principal Analyst at Forrester Research

Author, speaker, and analyst passionate about #employeeexperience and #futureofwork. Energy management junkie, and workplace flexibility evangelist.

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Articles

A Market On The Cusp Of Change: Decoding The CRM Wave

3 weeks ago | forrester.com | Kate Leggett |Katy Tynan

The value of AI in CRM is real. Customer interactions produce huge volumes of high-quality, well-governed data; unleashing AI on this data lets organizations summarize and surface key insights, predict best actions to take and start pursuing goals autonomously. The result? Increased productivity and effectiveness for the front office which enables organizations to deliver on the promise of better customer relationships, better customer retention, and increased revenue.
Be THE Human-In-The-Loop: Data & AI Literacy is Your Edge

4 weeks ago | forrester.com | Kim Herrington |Sharyn Leaver |Katy Tynan

AI is transforming the way we live, work, and play. It’s altering how we make decisions and interact with technology. But for all its power, it still needs humans (for now). Not just any humans, but those who understand how AI works, the dependencies between good data and useful AI outputs, and where human judgement is irreplaceable. Amidst a world rushing towards automation, Data & AI Literacy isn’t just a skill – it is how you become THE human in the loop.
Consumers React To Tariffs With Concern And Caution

4 weeks ago | forrester.com | Dipanjan Chatterjee |Sharyn Leaver |Katy Tynan

“Liberation” Or Turbulence? April 2 will be, according to the US administration, Liberation Day! While that does have all the makings of a Hollywood potboiler, in reality, it’s a little more sedate. Well, only just a little more. On April 2, the US is supposed to introduce a slew of new tariffs, the details of which are shrouded in the fog of uncertainty and confusion that are now par for the course.
B2B Brand Safety Must Transcend Digital Boundaries

1 month ago | forrester.com | Karen Tran |Ian Bruce |Katy Tynan

Brand safety commonly refers to advertising and content adjacency in the digital space. And while that is a vital component for protecting a brand’s reputation, digital content adjacency isn’t the only adjacency that threatens a brand.
Generative AI Is Ushering In A New Era Of Intelligent Content Management

1 month ago | forrester.com | Cheryl McKinnon |Katy Tynan |Craig Le Clair

This week we published a new report looking at how generative AI can bring fresh energy to an enterprise content management program. “Unlock The Potential of Your Documents With Generative AI” is a call to action for content management leaders to explore new ways to engage with and exploit the value of their managed content. Vendors in this market have been on an innovation hot streak, as evidenced in the recently published Forrester Wave: Content Platforms, Q1 2025.
Missing Product Goals? A Gap Between Product Management and Product Marketing Could be the Culprit

Jul 30, 2024 | forrester.com | Lisa Singer |Tope Olufon |Katy Tynan

In today’s fast changing and competitive B2B markets, integrated product and go-to-market strategies are table stakes for growth. You don’t have time to develop a product for one target market only to have sales and marketing speak to a different user and/or buyer. Act Now Before The Gap Between Product Management And Product Marketing WidensFriction between product management and portfolio marketing is a long-standing reality.
Announcing: Leadership And Human Skills Development Platforms Landscape

Jul 29, 2024 | forrester.com | Katy Tynan |Laura Ramos |Brian Hopkins

What’s in a Name? When Juliet famously posited that a rose by any other name would smell as sweet, she was right. Not that it solved any of her problems. But sometimes names do matter. In the case of Forrester, there is a big responsibility in choosing the right label. One of the most important aspects of my job is to name things, specifically categories that I cover when I write evaluative research.
That's A Wrap For CX Summit North America. Now, The Hard Work Begins.

Jun 20, 2024 | forrester.com | Rick Parrish |Katy Tynan |Amy Hawthorne

We’ve just wrapped up another memorable CX Summit North America. It was amazing to spend the past few days with so many people who are exicted about the extraordinary new possibilities that the fusion of human and AI capabilities present us. Now, as we leave Nashville and return to our organizations, the hard work begins. In our closing keynote, Katy Tynan gave leaders advice on how to build the workforce of the future.
Learn How Humans And AI Will Unite In The Future Of Work

Apr 30, 2024 | forrester.com | Betsy Summers |Jonathan Roberts |Katy Tynan |David Johnson

The Future of Work team has been busy preparing for Forrester’s CX Summit North America. Looking ahead to June 17–20 in Nashville, my colleagues and I have spent months connecting our research not only within our team but also across Forrester to bring attendees four powerful days of content and interaction. What You Have To Look Forward ToOur Future of Work research continues to focus on the human elements of work and, now, how best to leverage AI to create better work experiences.
5 Ways to Tell That Your Leadership Communication Skills Need Work

Mar 13, 2024 | forrester.com | Katy Tynan |J.P. Gownder

Or, How To Know If You Are A Bad Leader (And How To Fix It) In 2022, employees experienced 5 times the number of planned changes they saw in 2016. Not surprisingly, that drastic increase in the volume of change greatly reduced employee willingness to support it. I’ve written a new report on how leaders should communicate during a time of continuous change. Guiding the workforce through this ongoing and urgent change will require leaders who are excellent communicators.