-
1 month ago | 
forrester.com | Riccardo Pasto
Trust Is Both Cognitive And EmotionalTrust is the measure of confidence someone has that a person or organization will spark a specific positive outcome in a relationship. It manifests in many ways – we can think of trust in terms of spiritual or religious beliefs, fidelity in relationships, and of course physical safety.
-
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.
-
2 months ago | 
forrester.com | Diego Giudice |Emily Pfeiffer |Riccardo Pasto
In the rapidly evolving landscape of software development, one month can be enough to create a trend that makes big waves. In fact only a month ago Andrej Karpathy, a former head of AI at Tesla and an ex-researcher at OpenAI defined “vibe coding” in a social media post. This approach to software development uses large language models (LLMs) to prioritize the developer’s vision and user experience, moving away from conventional coding practices. The code no longer matters.
-
2 months ago | 
forrester.com | Emily Pfeiffer |Keith Johnston |Riccardo Pasto
Our TEI focused on businesses that had a pre-existing, primary OMS and then added modules of a newer, secondary OMS to fill functionality gaps. Our central question: why – and is it worth it? For our study, we applied the Forrester Total Economic Impact methodology, which allows us to calculate the ROI of a business decision. The TEI process includes interviewing representatives from companies that have made the business change in question.
-
2 months ago | 
forrester.com | Keith Johnston |Sam Higgins |Riccardo Pasto
Imagine the prestige of being recognized on a global stage as a truly customer-obsessed leader of an enterprise that exemplifies customer obsession — a business that not only excels in creating exceptional customer experiences but also inspires others through its remarkable achievements. Forrester’s 2025 Customer Obsession Awards are your opportunity to showcase your organization’s relentless dedication to putting customers at the heart of every business decision and action.
-
Mar 10, 2025 | 
forrester.com | Sam Higgins |Riccardo Pasto |Faram Medhora
As technology leaders in the Australian federal government, you’re no strangers to the complexities and challenges of machinery-of-government (MoG) changes. These changes, akin to mergers and acquisitions in the private sector, involve restructuring agencies, merging departments, and redistributing functions to align with evolving mission priorities.
-
Mar 6, 2025 | 
forrester.com | Riccardo Pasto |Sam Higgins |Faram Medhora
Remember the good old Garmin Nüvi?! My dad had one. Awesome piece of tech 20 years ago. But I’d be very surprised if you still relied on it as your road navigator today in 2025. The thing is many governments still operate like a basic satnav device — they set policies, design programs and services based on initial planning, then execute them without much flexibility.
-
Dec 10, 2024 | 
forrester.com | Andrew Hewitt |Paddy Harrington |Riccardo Pasto
TeamViewer and 1E: the first major DEX acquisition, but not the last When I published my blog post on the great DEX-pansion in October, I foretold a future in which the DEX market would consolidate … But I didn’t think it would happen so quickly. While I predicted consolidation would happen in 2025, this morning we received news of the first major acquisition in the DEX space.
-
Dec 5, 2024 | 
forrester.com | Kate Leggett |Joe Cicman |Riccardo Pasto
CRM continues to be a hot investment area for enterprises. Our data shows that close to 70% of organizations plan to increase their CRM investments over the next year. Why? Because CRM is at the heart of all customer operations that directly impact company revenue Emerging technologies are boosting its power. These technologies provide deeper insights, automate tasks, enhance personalization, and making the front office vastly more effective. Yet, adopting emerging tech is tricky.
-
Dec 4, 2024 | 
forrester.com | Riccardo Pasto |Peter Wannemacher |Paul Miller
Recent worker strikes at Woolworths’ distribution centers in Australia have reignited concerns over the use of AI-powered productivity systems in the workplace. In early 2024, Woolworths introduced the “Coaching and Productivity Framework,” a new worker performance management program aimed at monitoring and optimizing workers output across warehouses. The program has drawn the sharp criticism of warehouse workers for enforcing harsh quotas, increasing stress, and compromising safety.
