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    The business risks associated with global climate change are enormously complex and nearly infinite in quantity. Your firm’s climate-related risks, however, are much more manageable (albeit complex and numerous, as well). No two organizations are exposed in exactly the same way. Rising temperatures, sea-level rise, and more frequent and severe extreme weather events have already […]

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    Verint announced on Monday that it is acquiring VoC specialist, ForeSee. This adds to Verint’s growing portfolio of products. But it also adds to the growing list of CFM and VoC vendor acquisitions that we have already seen this year. In the latter part of 2018 alone, we saw Rant & Rave get acquired by […]

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    In an opinion published late last Friday, Northern Texas District Court Judge Reed O’Connor declared the Affordable Care Act (ACA) — in its entirety — unconstitutional and invalid. The media frenzy that followed was frantic. The response on the stock market was also swift: Healthcare stocks were pummeled in after-hours trading Friday, and the beating continued throughout […]

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    There are two types of AI. Watch the video below to learn which one you should forget about and which one you should go full steam ahead with. Have additional questions about enterprise AI? Schedule an inquiry to dive deeper, or check out my latest research here.

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    Forrester defines enterprise architecture management suites (EAMSes) as: A foundation for capturing, managing, and reporting on a firm’s strategic and operational assets, defining the relationships between those assets, and assessing the effectiveness and efficiencies of those assets with the purpose of providing insights that may influence or guide the strategic direction of the firm. Our […]

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    Looking for help with rethinking your current business model? Watch the video below to learn how Forrester is leveraging design thinking in our business strategy workshops to help executives unlock customer value. Accelerate your own digital transformation by booking an inquiry or by checking out my research here.

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    Leveraging AI to augment human intelligence leverages the superhuman advantages of AI and the super-AI advantages of humans to drive large, tangible business value quickly. Thanks to easier stakeholder buy-in, quantifiable ROIs, lower R&D costs, fewer technological hurdles, and less change management, AI is being used to augment jobs ranging from data center technicians and […]

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    Forrester clients across industries report that their existing intranet projects are struggling to find relevance with employees. New approaches put a focus on collaboration, knowledge sharing, curation, and automation. Understand the value of placing employee experience at the center of a refreshed intranet initiative. Have further questions about employee engagement and knowledge management? Schedule an […]

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    Diplomatic networks carry some of the world’s most sensitive information: communications between world leaders, key technical intellectual property, trade strategies, and military plans. A recent report by antiphishing vendor Area 1 Security reveals that a three-year-long cyberattack led to the successful breach of the European Union’s diplomatic communications network. By focusing on the cybersecurity of the […]

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    “You who are on the road must have a code that you can live by . . . teach your children well . . . and feed them on your dreams.” Graham Nash was spot on — about machine learning. Training a well-adjusted machine learning model that won’t get in trouble and embarrass you in […]

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    Recently, Forrester published our CX predictions for 2019. Our first prediction was that stagnating CX quality will cause short, destructive price wars. We cited Fidelity’s two new zero-fee investment funds as an example of how this is already starting to play out. We also noted that Vanguard responded to Fidelity by highlighting its many funds […]

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  • 01/02/19--06:40: You’ve Still Got Mail
  • It has been more than two decades since AOL popularized email with the catchy “You’ve got mail” greeting. So ubiquitous was it in its heyday that it was the title of a rom-com starring Tom Hanks and Meg Ryan. Since then, however, the way that people use the internet to communicate has evolved significantly. AOL […]

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  • 01/03/19--06:02: Forrester + SiriusDecisions
  • Today Forrester closed the deal to acquire SiriusDecisions. You can find our press release here. SiriusDecisions helps business-to-business companies align the functions of sales, marketing, and product management; Sirius clients grow 19% faster and are 15% more profitable than their peers. Leaders within these companies make more informed business decisions through access to industry analysts, research, benchmark data, peer networks, events, and continuous […]

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    The origin of the term “moonshot” — used to describe the most advanced, disruptive innovations — has returned again as an innovation focus of its own. Last week, the China National Space Administration (CNSA) disrupted its competitors, such as NASA, by landing its Chang’e-4 spacecraft on the dark side of the moon.   The CNSA’s own “moon shot” […]

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  • 01/07/19--12:16: Akamai Purchases Janrain
  • Today, Akamai announced that it has acquired Portland, Oregon-based Janrain. Although the financial terms were not disclosed, Forrester estimates the purchase price to be in the $250M–$275M range, based on typical M&A SaaS revenue multiples of 4X to 6X and Forrester’s estimation of Janrain’s annual revenue. Founded in 2003, Janrain was one of the first […]

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    Depending on who you listen to, the combination of GDPR and distributed ledger technology (DLT, AKA blockchain) is either a poisonous cocktail or a magic potion. As you’d expect, the reality is more nuanced: While GPDR poses a challenge to DLT-based architectures, it doesn’t make them obsolete or unviable. Furthermore, DLT can actually form an integral […]

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    The US Society of Automotive Engineers (SAE) has defined a scale to describe the autonomous capabilities that self-driving cars have — i.e., their levels of automation. Level 5 is full automation, which allows self-driving cars to operate with no human assistance. Google and Uber, among others, are aiming to develop level 5 cars, but many […]

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    On our morning news feeds, we see headlines chock-full of emerging tech that is supposedly changing the game for next-generation retail experiences. Somehow, those hoverboarding delivery robots, Amazon Go checkout knockoffs, and frighteningly accurate computer-vision-powered taco stands are most certainly going to put you out of business. No, not quite . . . not yet. […]

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    Leverage Channel Data To Give Partners A Better Experience: Winning In The Channel Requires Data-Driven Program Innovation     Brands that provide an enhanced partner experience grow faster than their peers, are more profitable, and drive higher customer satisfaction and retention downstream. Smart channel professionals are looking at data across the partner journey as a […]

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    I spent this week in Las Vegas at CES to check out the latest and greatest technology wonders, ranging from 3D printing, AI, and cryptocurrency to drones, autonomous vehicles, dancing robots, and wearables. A lot of what I saw has broad CX implications for accessibility, healthcare, and more. My focus was on who will use […]

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