Thomas Husson

Paris

Vice President and Principal Analyst at Forrester Research

Vice President and Principal Analyst at Forrester, covering marketing, customer and employee experiences, digital transformation and sustainability

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Articles

Consumers Are More Concerned About GenAI Than You Think

1 week ago | forrester.com | Thomas Husson |Dipanjan Chatterjee |Mike Proulx

An update to ChatGPT made it easy to simulate Hayao Miyazaki’s style of animation, which has flooded social media with memes. Beyond the hype, this trend raises serious questions on copyright infringement. This article in the New York Times sums up some of the questions raised by the phenomenon.
Key Findings From Forrester’s US Retail Mobile App Digital Experience Review, 2025

2 months ago | forrester.com | Sucharita Kodali |Rick Parrish |Thomas Husson

Among US online adults, 37% regularly use retailer mobile apps to make a purchase. Retailers’ mobile apps help shoppers who want to research a potential purchase, find promotions and coupons, and buy products or services. Forrester’s newly published The Forrester Digital Experience Review: US Retail Mobile Apps, Q1 2025 reviews how well retailers are meeting customers’ needs and expectations with their mobile app capabilities.
’Tis The Season … For B2B Summit

2 months ago | forrester.com | Peter Ostrow |Conrad Mills |Thomas Husson

It’s B2B Summit season again here at Forrester, and we’re having fun getting ready. Actually, the season for this year’s event in Phoenix began in September, so our research, events, editorial, graphics, and production teams spend more time on this event than not, making “season” a relative term. For me, every B2B Summit cycle provides a number of journeys that are legitimately more valuable than their destination.
Participate In The 2025 Forrester B2B Event Trends Survey And Unlock Valuable Insights For Your Organization

2 months ago | forrester.com | Conrad Mills |Thomas Husson |Peter Wannemacher

Forrester’s annual B2B event trends survey is back! We invite all B2B event leaders and practitioners to participate and gain access to the latest B2B event market trends to help shape their event strategy over the next 12 months. Last Year’s SurveyThe 2024 survey delivered a number of insights into the evolving event mix, priority focus areas, and approaches to event technology. These included:Two-thirds of marketers faced flat or declining event budgets.
The AI Action Summit In France: Maintaining The Dialogue On Global AI Regulation

2 months ago | forrester.com | Thomas Husson |Peter Wannemacher |Christina McAllister

I look forward attending the AI Action Summit in Paris, France, next week. After the two previous summits hosted respectively at Bletchley Park in the UK (November 2023) and in Seoul the Republic of Korea (May 2024), French President Macron has decided to host a new AI Summit co-chaired with India in on February 10th and 11th in Paris, France. Who will attend and what is expected?
Prédictions 2025

Dec 16, 2024 | forrester.com | Thomas Husson

Chaque année, depuis maintenant une vingtaine d’année, je partage une synthèse des prévisions que Forrester anticipe pour l’année qui vient. Début 2024, j’avais partagé une dizaine de prévisions ici sur ce même blog et ma collègue Sharyn Leaver – Chief Research Officer @Forrester – a analysé la pertinence de nos prévisions en revenant de manière objective sur les prévisions réussies et celles manquées.
#expérience #cxcircle #digitalanalytics #customerwashing #parcoursclients

Nov 7, 2024 | fr.linkedin.com | Thomas Husson

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The Future Of genAI Is Increasingly Agentic

Oct 8, 2024 | forrester.com | Subhendu Pattnaik |Matthew Selheimer |Thomas Husson

Last week, the Forrester B2B APAC Summit 2024 in Singapore saw a remarkable gathering of CMOs and key marketing leaders from across the Asia Pacific region. Every year, the summit has consistently provided a valuable platform for CMOs across the region to connect with analysts and their industry peers and discuss emerging trends in marketing. This year’s event was no exception, offering unique insights and opportunities to share and learn from others’ experiences.
What To Do With The New Customer Experience Management Standards

Oct 2, 2024 | forrester.com | Pete Jacques |Alyson Clarke |Thomas Husson

I have several friends who are public school teachers. As with many teachers, they love the core mission of education but get frustrated by the administrative aspects of their jobs. Two of the most cumbersome are frequent changes in curriculum and state teaching standards. CX leaders face a similar challenge. In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of Global Standards for customer experience teams.
What To Do With The New Customer Experience Management Standards

Oct 2, 2024 | codeproject.com | Pete Jacques |Alyson Clarke |Thomas Husson

I have several friends who are public-school teachers. As with many teachers, they love the core mission of education but get frustrated by the administrative aspects of their jobs. Two of the most cumbersome are frequent changes in curriculum and state teaching standards. Customer experience (CX) leaders face a similar challenge. In recognition of CX Day 2024, Bain & Company, in collaboration with Kantar and Qualtrics, released a new set of global standards for customer experience teams.