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1 month ago | 
forrester.com | Ted Schadler |Martin Gill |Charles Betz
It’s safe to run your AI agents (they’re mostly chatbots, case summaries, or simple text generators today) on the Agentforce chassis – as long as you don’t inside your Salesforce application domain. We spent two days in San Francisco at Salesforce’s TDX developer conference.
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1 month ago | 
forrester.com | Martin Gill |Charles Betz |Ashutosh Sharma
Let’s start with some good news. According to Forrester’s Priorities Survey 2024, business and technology leaders tell us that the number one priority for their firm is to “Improve the experience of our ultimate customers”. The top three priorities for this year are:#1: Improve the experience of our ultimate customers#2: Meet measurable commercial growth targets#3: Reduce costsImprove CX is up from the third slot in 2023. That’s great, but it begs the question… how?
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1 month ago | 
forrester.com | Charles Betz |Andras Cser |Martin Gill
Celebrating Excellence: The 2025 Enterprise Architecture AwardsForrester is thrilled to announce the opening of nominations for the 2025 Global Enterprise Architecture Awards. In partnership with The Open Group, this year’s awards will again celebrate exceptional enterprise architecture (EA) practices that drive business transformation, enhance risk management, and improve customer experiences.
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1 month ago | 
forrester.com | Martin Gill |Merritt Maxim |Diego Giudice
Co-authored with Enza Iannopollo, Principal AnalystWe made a call last week that Apple had created a trust issue in the UK, and possibly more widely, by breaking its commitment to protecting its users’ privacy by withdrawing ADP for UK users to comply with the government’s demands to, in certain circumstances, be able to access all of a user’s data. Is Apple doing its business out in public to try and show transparency? But wait, there’s more:On one hand… a transparently public vote.
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1 month ago | 
forrester.com | Gina Bhawalkar |Maxie Schmidt |Martin Gill
Is everyone in your organization aligned on who your customers are? Does your organization understand your customers? Since at least the turn of the millennium, businesses have turned to personas as a way to address questions like these. Personas are insights-based, easy-to-understand representations of a group of people, including their goals, needs, and behaviors. They likely exist in some form in your organization.
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1 month ago | 
forrester.com | Sucharita Kodali |Martin Gill
Consumer electronic brands have continued to strengthen their direct-to-consumer operations (DTC) and brand presence. By now, 27% of US online adults prefer to buy their consumer electronics directly from the brand or manufacturer’s website. Using Forrester’s Digital Go-To-Market Review Methodology, we reviewed 28 consumer electronic brands across a range of criteria essential to their long-term digital success and the strength of their DTC operations.
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1 month ago | 
forrester.com | Martin Gill |Matthew Selheimer |Senem Guler Biyikli
Here’s a little fact to wrap your head around:The second-most common reason why CX leaders tell us that their organizations invest in CX initiatives is … to improve their CX score. Yes, you read that correctly. The number two driver of customer experience (CX) investment isn’t to improve your customers’ actual experiences — it’s to improve what your customers say about their experiences.
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1 month ago | 
forrester.com | Martin Gill |Manuel Geitz |Jay Pattisall
This blog was co-authored by Enza Iannopollo, Principal AnalystThe last couple of weeks has been a bonanza of public sector AI related news in the UK. Rather than summarize it here, you can check out myself and my colleague Enza’s blog here outlining the policy decisions, partnerships, lack of signing up to global accords and not-so-subtle departmental name changes that UK dot gov have embarked upon.
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Oct 31, 2024 | 
civilsociety.co.uk | Don Bawtree |Martin Gill
Homepage Finance Lessons learned from reviewing Scottish charity accounts Don Bawtree, senior adviser, and Martin Gill, lead partner for Scotland, at BDO, review a recent OSCR report on charity accounts... Over the summer, OSCR produced a report based on a sample of 60 charities of different income sizes. It reported four key findings. Firstly, a number of charities failed to include a trustees’ annual report, or the report was deficient in comparison to the legal requirements. Of the 60,...
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Sep 15, 2024 | 
cdotrends.com | Martin Gill
The European Union Artificial Intelligence Act is here. It’s intended to regulate a matter of unprecedented complexity: ensuring that firms use AI in a safe, trustworthy, and human-centric manner. A rapid enforcement schedule and hefty fines for noncompliance mean that every company that deals with any form of AI should make it a priority to understand this landmark legislation. At the highest level, the E.U. AI Act:Has strong extraterritorial reach.
