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2 weeks ago | 
forrester.com | Martin Gill
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3 weeks ago | 
forrester.com | Martin Gill
We’ve just closed the curtain on another successful CX Summit EMEA. Each year, I come away feeling energized, inspired, and profoundly grateful. I learn so much from our attendees and the many conversations throughout the event, and I’m perpetually awed by the dedication and coordination it takes to pull this off. So to everyone involved: Thank you!This year, we previewed a new Forrester concept that we’ve named the total experience.
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1 month ago | 
business-reporter.co.uk | Martin Gill
According to Forrester’s Priorities Survey 2024, the number one priority for business and technology leaders is to “improve the experience of our ultimate customers”. In second and third place are meeting measurable commercial growth targets and reducing costs. Improving customer experience (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 | Martin Gill
Hier sind einige Fakten, die Ihnen zu denken geben sollten:Der zweithäufigste Grund, den uns CX-Führungskräfte dafür nennen, dass ihre Unternehmen in CX-Initiativen investieren, ist die Verbesserung ihrer CX-Bewertung. Ja, Sie haben richtig gelesen. Der zweitwichtigste Treiber für Investitionen in die Customer Experience (CX) ist nicht das Bestreben, die tatsächlichen Erfahrungen der Kunden zu verbessern, sondern die Bewertung zu verbessern, die Kunden über ihre Erfahrungen abgeben.
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1 month ago | 
forrester.com | Martin Gill
Voici une information, qui peut vous faire réfléchir…La deuxième raison la plus fréquemment avancée par les responsables CX pour les investissements de leurs organisations dans des initiatives CX est… l’amélioration de leur score CX. Oui, vous avez bien lu. Le deuxième facteur principal d’investissement dans l’expérience client (CX) n’est pas l’amélioration réelle de l’expérience des clients — mais plutôt l’amélioration de ce que les clients disent au sujet de cette expérience.
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Mar 24, 2025 | 
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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Mar 24, 2025 | 
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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Mar 19, 2025 | 
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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Mar 19, 2025 | 
forrester.com | Martin Gill |Enza Iannopollo |Seth Marrs |Enabling Administrators
This blog was co-authored with Enza Iannopollo, Principal Analyst. The UK government have declared it will “take a ‘test and learn’ approach with spending on AI and digital to push innovation”. Staged funding. Mission-driven prioritization. Outcome metrics. The civil service brining some silicon valley mentality to play. In theory, I like it. In practice… hold that thought for now.
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Mar 12, 2025 | 
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.
