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Jul 1, 2024 | 
forrester.com | Sandy Carielli |Sudha Maheshwari |Janet Farrar Worthington
If you haven’t heard of the Savannah Bananas, you’re missing out. This traveling baseball team has become the Harlem Globetrotters of baseball, playing a modified version of the sport with rules designed to speed up games and engage the fans (If a fan catches a foul ball? The batter is out.). Almost all Banana Ball games stream on YouTube, and I’ve watched several, including a recent sold-out game at Fenway Park.
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Jun 17, 2024 | 
forrester.com | Pete Jacques |Chuck Gahun |Sudha Maheshwari
Forrester has just released the results from its annual Customer Experience Index (CX IndexTM) Survey. Unfortunately, US consumer perceptions of CX quality have dropped for an unprecedented third year in a row and are now at their lowest point since the inception of the CX Index. What’s more, performance dropped in all three dimensions of CX quality — effectiveness, ease, and emotion. Additional details on how brands performed include:Declines at the brand level were broader and steeper than ever.
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Jun 12, 2024 | 
forrester.com | Arielle Trzcinski |Sudha Maheshwari
Last quarter delivered several shocks to the healthcare system, including a series of downturns for virtual care. Teladoc CEO Jason Gorevic exited amid missed financial projections and a plummeting stock price, Optum is , and Walmart Health shared is closing all 51 health centers across five states and shutting down its virtual care offering. The industry’s reaction to flattening consumer demand and pressure to cut costs is nevertheless a series of blows to convenient access to patient care.
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Jun 11, 2024 | 
forrester.com | Dipanjan Chatterjee |Nikhil Lai |Sudha Maheshwari
The tech community, Wall Street, the media, and a smorgasbord of analysts had been holding their collective breath until June 10th. Apple, famously reticent about AI, was about to break its silence at its 2024 WorldWide Developers Conference (WWDC). Forrester was there at Apple’s AI coming-out party, and here’s what we gathered from the grand reveal:As Always, Customer FirstTrue to form, Apple signaled very clearly that it won’t be held hostage to the hullaballoo of AI.
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Jun 11, 2024 | 
forrester.com | Christopher Gilchrist |Sudha Maheshwari |Indranil Bandyopadhyay
Despite the uncertain economic climate and continued layoffs, competition for skilled developers will remain high. Forrester’s Priorities Survey, 2024, reveals that 73% of respondents stated that their organization plans on significantly increasing their budget for software development in the coming year – suggesting continued demand for developers.
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Jun 11, 2024 | 
forrester.com | Seth Marrs |Peter Ostrow |Sudha Maheshwari
Companies with contact centers and multilocation businesses have traditionally focused on providing the highest customer service at the lowest cost. But the objectives of these customer service teams have changed as companies realize the potential revenue opportunity that exists in each customer interaction. According to Forrester’s Networks And Telecom Survey, 2023, increasing revenue is most frequently selected as a top contact center objective.
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Jun 10, 2024 | 
forrester.com | Leslie Joseph |Sudha Maheshwari |Matthew Guarini
Technology spending is set to grow by 6.4% in the Asia Pacific region, reaching US$710 billion in 2024. This growth is fueled by sustained demand across various sectors including software, services, communications equipment, tech outsourcing, hardware maintenance, and computer equipment.
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Jun 10, 2024 | 
forrester.com | Justin Ferguson |Sudha Maheshwari |Srividya Sridharan
Today Forrester is publishing new research revealing that, all else being equal, B2B sales leaders achieve better revenue results when they lean toward hiring first-line sales manager (FLSM) personnel externally, rather than promoting individual contributors (ICs). This runs counter to standard practice and tradition, but the data is clear: Externally hired managers and their teams perform better.
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Jun 10, 2024 | 
forrester.com | Sudha Maheshwari |Janet Farrar Worthington
InfoSecurity, once known as the RSA of Europe, annually brings together around 20,000 and 500 exhibitors to share knowledge in over 200 sessions, network and showcase the latest solutions. The conference landscape in Europe is shifting, with more trade shows to choose from and tighter budgets for vendors to market, and end-users to justify travel to. The challenges in the technology market globally, showed up big-time, with austerity being the unsaid watchword compared to previous years.
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Jun 7, 2024 | 
forrester.com | Stephanie Balaouras |Sudha Maheshwari |Matthew Guarini
At its annual flagship event, Cisco Live, about 20,000 IT and security pros gathered in Las Vegas to hear the company’s latest announcements, plans for its $28 billion Splunk acquisition, and vision for the future. While there was a heavy dose of AI everywhere, as compared to other vendor pronouncements, Cisco’s AI aspirations are modest and achievable.
