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1 week ago | 
forrester.com | Emily Pfeiffer |Nikhil Lai |Chuck Gahun |Boris Evelson
In conversations, retailers tell us they’re losing site traffic – anywhere from 15% to half in the past year. Reasons vary: one retailer asked us how to adapt to AI-integrated search, attributing their fall to conversational search features like Google’s AI Overviews displacing clicks that would, pre-ChatGPT, have landed on their site.
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3 weeks ago | 
forrester.com | Leslie Joseph |Allie Mellen |Nikhil Lai
OCBC has emerged as a leader in enterprise AI adoption, seamlessly integrating generative AI across its operations. I recently spoke with Donald MacDonald, Head of OCBC’s Group Data Office, about the bank’s AI journey. Q: Donald, OCBC’s success with AI seems to stem from a long-term vision rather than a sudden pivot. How did this foundation come about?
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3 weeks ago | 
forrester.com | Kelsey Chickering |Nikhil Lai |Rick Parrish
Shortly after the original TikTok ban deadline hit on January 19th, President Trump declared an executive order that delayed enforcement of the ban by 75 days. The app went dark for a few hours, but then came back online and is currently available in the app stores for download. That extension expires in just a few days (on April 5th), but it is highly unlikely that TikTok will go dark again. All signs point to a deal or another extension.
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3 weeks ago | 
forrester.com | Allie Mellen |Nikhil Lai |Joseph Blankenship
Last week, I spoke at the C2 conference in London. The C2 conference is an invite-only threat intelligence conference run by the team at SE Labs. The core themes of the event were timely and provoked interesting discussion: artificial intelligence, supply chain security, and cyber hygiene. All three of these dominated the conversations surprisingly equally and were – unsurprisingly – very interlinked. Below are a few thoughts on each coming out of the conference.
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3 weeks ago | 
forrester.com | Nikhil Lai |Brian Hopkins |Steven Casey
GenAI Mirrors Search ExperiencesBecause of genAI, all search experiences are increasingly conversational, assistive, and agentic. Consequently, distinctions between search experiences disappear. Perplexity and Rufus, Amazon’s shopping assistant, both leverage genAI-integrated search, blurring the line between search engine and site search experiences. Like Rufus, Perplexity’s shopping assistant rapidly summarizes reviews, compares features, and requires only one click to buy.
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2 months ago | 
forrester.com | Dipanjan Chatterjee |Nikhil Lai |Conrad Mills
What’s a tariff? A tariff is simply a tax – when one country imposes a tariff on another (as the U.S. has done with China and is threatening to do with Canada and Mexico), then products imported from those countries are subject to a tax. Like most trade policies, this can get pretty complex, so it’s not a flat tax for everything imported from that country but can vary by category.
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2 months ago | 
forrester.com | Dave Frankland |Srividya Sridharan |Nikhil Lai |Ian Bruce
One of the highlights of attending B2B Summit North America each year is getting to talk with Forrester clients and other marketing, sales, product, and customer success professionals. What I love most, though, is when I see people’s faces light up as a presenter describes a familiar challenge or a peer explains how they transformed their function to achieve game-changing results. There’s a palpable sense of energy and camaraderie. As one attendee put it, “Everyone is motivated to learn.
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2 months ago | 
forrester.com | Nikhil Lai |Peter Ostrow |Conrad Mills
Marketers spend hundreds of millions of dollars a year on paid search but only hundreds of thousands on search engine optimization (SEO). Marketers know SEO isn’t thousands of times less valuable, but it can feel thousands of times harder to realize its value.
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2 months ago | 
forrester.com | Conrad Mills |Kelvin Gee |Nikhil Lai
Delivering compelling B2B event content is central to an event’s success, but it’s a high-stakes endeavor. Leaders must build organizational alignment around a key theme that aligns to business objectives. They need to use this theme to craft a narrative that feeds into all aspects of event content. They must coordinate with demanding speakers. Resourcing and budgets are stretched. And all of this happens under the pressure of the unmovable deadline of a live event.
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2 months ago | 
forrester.com | Keith Johnston |Nikhil Lai |Shari Srebnick
Welcome to the 2025 Customer Obsession Awards! Every year, Forrester recognizes leading organizations and executives who put customers at the center of everything — their leadership, strategy, and operations — and, in the process, accelerate growth, customer loyalty, and employee engagement. This year, we are recognizing those who understand that customer engagement knows no bounds.
