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NRF 2019: It’s A Visionary Retail Revival

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NRF 2019 attracted more than 800 exhibitors that demonstrated to more than 37,000 attendees. If last year’s theme was (Alexa’s) voice, this year’s show was all about computer vision driving: Frictionless retail. Computer vision specialist Scandit, with clients such as Sephora and Louis Vuitton, showed that any retailer can offer a grab-and-go experience like Amazon […]

The Future Of Enterprise Computing: It’s Time To Develop A Long-Term Vision Of Devices And Apps

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Computing has changed drastically over the past decade. In our report, “The Future Of Enterprise Computing,” we discuss these major changes and examine how computing will evolve in the next 5–10 years. In 2007, Forrester predicted that the device market would fragment beyond its traditional desktop and laptop confines. Not only did that prediction come […]

Netflix Has Become HBO

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In a 2013 article in GQ, Netflix Chief Content Officer Ted Sarandos laid out the then-nascent streaming company’s challenge: “The goal is to become HBO faster than HBO can become us.” In yesterday’s Q4 2018 earnings interview, CEO Reed Hastings, while not referencing Sarandos’ statement, laid out facts that showed Netflix has achieved — or even […]

Gillette’s Biggest Mistake — And How To Fix It

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This video gives a 2-minute summary of the biggest mistake Gillette has made with the “We Believe” campaign and what the brand can do now to fix it. If you want more comprehensive guidance on how to manage a crisis, read the report I wrote with my colleague, Emily Collins: “Brands Forget The Rules of Modern Marketing When Crisis […]

My Top NRF 2019 Takeaways (AKA, News Vs. Nonsense)

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I say this as both an analyst and a recovering retail professional: NRF is like drinking Red Bull . . . from a 50′ beer bong . . . for three days straight . . . on Jupiter. You just know what’s coming, but there is almost no way to prepare for the deluge of […]

Brands: Here Is The Size Of Your Digital Commerce Prize

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Consumer-facing brands know that there is proverbial “gold” in generating direct sales through digital commerce — but the big question is the size of the prize. Where will brands place their digital commerce bets, and what will each yield in terms of digital sales, profitability, and customer relationships? The sales opportunity across different digital commerce touchpoints, […]

CEOs And Software

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How To Lead The Most Important — And Perplexing — Corporate Domain by John R. Rymer and Jeffrey S. Hammond Summary What if CEOs — not software development and delivery leaders or CIOs — held the keys to the fast, high-quality software delivery that is so crucial to digital business? Many software leaders tell us their progress […]

Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

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Omnichannel investments, including in-store pickup and endless aisle, continue to be top strategic investment for digital business professionals at retail organizations. Forrester predicts that digital touchpoints will influence 55% of total European retail sales by 2022, so a retailer’s digital presence continues to play a significant role in influencing consumer purchase decisions, both online and […]

Why HPE Walked Away From Quantum Computing . . . And Where It Went Instead

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I’ve dedicated a fair number of research cycles to understanding quantum computers over the last 18 months because I believe they eventually will be revolutionary. That said, I think they have a long way to go, as I explain in my recent blog post about IBM’s quantum computing announcement at CES 2019. In this podcast, […]

Cunning Plans Are In Short Supply In 2019 Brexit Britain

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I expected (naively, some may think) by now that with a withdrawal deal secured by the UK and the EU, I would be able to update my earlier report on Brexit published last summer. Sadly, it was not to be, as it appears that, like Blackadder’s famous character Baldrick, the UK government thinks it has […]

NRF Big Show 2019 Impressions And Trends

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Last weekend at the NRF Big Show 2019, I walked for miles back and forth across the crowded conference red carpet, meeting with several retailers, brands, and vendors to discuss the current and future state of commerce. In between meetings, I caught a few sessions and spent some time at the innovation lab. Luckily for […]

NRF Big Show 2019: It’s Time To Rethink Brick-And-Mortar Experiences

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At this year’s NRF Big Show, I focused my time on discovering and searching out new tech and experiences that will be incorporated in the stores of tomorrow. During my time, here are three quick observations that I made: Computer vision AI is taking the first steps to transforming brick and mortar. Computer vision AI […]

The Three Customer Service Megatrends In 2019

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As AI Eats Jobs, Agents Are More Valued Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths. Trend 1: AI upends customer service operations. Automation and AI […]

The CMO’s Guide To CES 2019: Customer+Brand+Tech

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Each thing you see at CES may be wondrous, but after you’ve seen five variations of the same hundred things, the net effect is clutter and confusion. Let me help sort things out. I’ve had a week away from mood-lit Alexa-enabled toilets, from fierce ping-pong-playing robots, and from the jingle-jangle morning of walking through unending […]

Make The Call On Sales Technologies: Experiment, Invest, Maintain, And Divest To Empower Your Digital Sales Team

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Digital salespeople need new tools to engage more knowledgeable and empowered prospects or risk looking like dolts. In the age of the customer, wooing prospects and crushing quota has never been harder. What new tools help digital salespeople? Which ones are no longer important? “The Forrester Tech Tide™: Sales Technologies, Q4 2018” helps enterprises prioritize […]

Gillette’s Latest “We Believe” Response Earns A C- Grade

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After I lambasted Gillette for its initial response to the blowback to the “We Believe” campaign, it’s only fair that I acknowledge that the firm has continued to engage with the controversy. Damon Jones, P&G’s VP of global communications and advocacy, spoke to Forbes journalist Michelle King in an interview published on January 20. While […]

Retailers: Use In-Store Sensor Tech To Understand And Enhance Customer Experiences

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Sensor-based technologies have been around for a while now — remember all the beacon hype? — and are now rapidly gaining traction. In-store sensor technology and, more importantly, its contribution to understanding our in-store customers and businesses, is at a point where it is now truly digitally transforming physical stores and the experiences delivered to customers. […]

Video: How AI Is Transforming Advertising And What You Should Do About It

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Did you know that artificial intelligence has infiltrated all parts of the advertising process? My guess is, probably not. But chances are, in an era of programmatic advertising when machines are making millions of decisions on billions of ad impressions every day, your advertising is being touched by AI. Awesome, right? But also risky — to your brand’s […]

Telecom-Only = Disrupted

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My theme at PTC’19 this week was that telecommunications and colocation companies that maintain a focus on their traditional value propositions will be fully disrupted by 2025. Customers, in the era of cloud computing and embracing the shift to business agility, don’t want long-term commitments to fixed capacities of these resources. Their infrastructure consumption is […]

A (Relative) Newbie’s Impressions Of NRF 2019

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2019 marks my third year attending the NRF Big Show. I’ve been to enough shows to have an informed opinion but few enough that it still feels new — Goldilocks-approved! A few quick impressions: China and Brazil are making headlines. NRF says 99 countries were represented in its 37,000 attendees this year. While it’s been a […]
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