Keith Johnston
VP, Group Director, Executive Research at Forrester Research
Creative, strategist and agency leader. Knowing imagination is more important than knowledge keeps the journey going.
Articles
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5 days ago |
forrester.com | Keith Johnston
Customer obsession is more than a buzzword — it’s a perpetual motion that drives business success. At this year’s CX Summit North America, Forrester is honoring two exceptional leaders who have demonstrated a commitment to putting customers at the heart of their organizations.
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2 months ago |
forrester.com | Chuck Gahun |Emily Pfeiffer |Keith Johnston
Announcing the the upcoming CMS Buyer’s GuideAccording to Forrester’s data, in 2024, 90% of global –facing digital products and services over the next 12 months. Vendors – whether small or large, new or old – are racing to beef up product features to help businesses elevate customer experiences. Our 2025 CMS Wave evaluation reveals a transformed field of third-generation CMSes that are delivering new business value through to enhance content teams’ interactions with digital content.
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2 months ago |
forrester.com | Oliwia Berdak |Keith Johnston |Riccardo Pasto
One of our 2025 banking predictions was that banking CX would continue to decline, on average, across the globe. And indeed, the year hasn’t started well, after IT outages left the customers of UK’s largest banks, Barclays and Lloyds, unable to access their money or make payments. This is similar to what happened at Bank of America last October. Dependability is one of the key levers of banking trust, but of course IT resilience and availability is not something that CX professionals control.
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2 months ago |
forrester.com | Stephanie Liu |Keith Johnston |Gina Bhawalkar
Companies have been grappling for years with how to personalize customer interactions without being creepy, and data deprecation only adds more complexity. Though Google scrapped its plans to deprecate the third-party cookie, privacy regulations and consumer use of privacy-protecting browsers and tools motivate brands to focus on collecting data directly from consumers.
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2 months ago |
forrester.com | Rowan Curran |Emily Pfeiffer |Keith Johnston
In the ever-evolving landscape of artificial intelligence, businesses are moving beyond traditional AI agents toward something far more transformative: agentic AI. Standalone foundation models (with RAG added) can assist with summarization and question and answer tasks – agentic AI systems can go much further – they can plan, decide, and act autonomously, orchestrating complex workflows with minimal human intervention.
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Amazing session this morning and proud to represent this highly actionable research. @McProulx @TedSchadler Michael O'Grady https://t.co/aig4VBPFE5
Forrester's Future Of Work Predictions: So Far, So Good, Which Is Kind Of Bad -- @katytynan https://t.co/ZZAfVKxpp6
In a 2023 that seems to feature "The year of efficiency", "Tightening of belts", "Rationalization of valuation", etc. - Less being More might be counterintuitive. Audrey Chee-Read shares what the poster of simplicity in these times…https://t.co/kXVYrRUCb4 https://t.co/Q4I4onRn5c