Oliwia Berdak

Mar 18, 2025 | forrester.com | Dipanjan Chatterjee |Oliwia Berdak |Stephanie Liu

A Crisis In The AirOver the years that I’ve lived in Cincinnati, my nonstop options have dwindled as Delta has made a steady retreat from this market. On that Monday, I had to get to Toronto for a client workshop, but luckily, I didn’t have to take the Delta connection through Minneapolis because Air Canada had a rare nonstop.

Mar 18, 2025 | forrester.com | Laura Ramos |Oliwia Berdak |Meng Liu

Last week we published two data snapshot reports from our Forrester’s State Of Customer Engagement Survey, 2024. Focused on US-based respondents at B2B firms who primarily sell software, these short reports give bit of a unique look into the more sophisticated side of customer engagement. They highlight some generative AI findings, technology usage, and a (possible?) connection between the two that I’d like to begin exploring in this post.

Mar 18, 2025 | forrester.com | Ted Schadler |Frederic Giron |Oliwia Berdak

Technology service spending will reach $2 trillion in 2028, rising 4.6% year over year globally, much faster than GDP growth. We recently analyzed the earnings of six technology service providers and surveyed over 2,300 enterprise services decision-makers (with both business and IT titles) from 11 countries around the world to find out what’s going on out there.

Mar 17, 2025 | 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.

Feb 28, 2025 | forrester.com | Oliwia Berdak |Peter Wannemacher |Aurelie L'Hostis

FinovateEurope took place in London again this week and I was lucky enough to attend. This year marked my 12th Finovate anniversary, making me something of a veteran (or a diehard fan!). Over the years, I’ve witnessed the hype, the growing up, and the reckoning in the sector. While fintech won’t result in full market upheaval, it was exciting to see more energy return to the event this year. Perhaps unsurprisingly, this was mostly thanks to AI.