Forrester Research

Customer Experience Management

Forrester: 5 COVID-related trends shaping the next decade

Five trends will permanently change business and tech as a result of the coronavirus pandemic, according to a new report from Forrester. The New, Unstable Normal describes how, despite healthcare and management procedures, COVID-19 will profoundly impact the next decade.

Digital Marketing

Report: Forrester lists top email marketing platforms

The 13 most significant email marketing providers have been identified by the Forrester Wave: Email Marketing Service Providers Q2 2020 report. It nominates Acoustic, Adobe, Bluecore, Braze, Cheetah Digital, Cordial, Dotdigital, Epsilon, Exponea, Iterable, Oracle, Salesforce and Zeta Global as significant using a 23-criterion evaluation to score them for their B2C marketing offering.

Leadership

Report: Forrester names employee experience leaders

Forrester has released The Forrester New Wave: EX Management Platforms for Large Enterprises, Q1 2020, naming Qualtrics, Confirmit, Medallia, and MaritzCX as leaders in employee experience management (EX) platforms.

Customer Experience Management

Study: B2B CMOs target growth through new offerings

Marketing leaders in Australia and the wider Asia-Pacific region rate growth through new offerings as a higher priority than their peers in other regions, according to Forrester SiriusDecisions’ latest global B2B CMO study, which includes North America and Europe, the Middle East and Africa (EMEA).

Measurement & Analytics

Report: Who's leading the customer feedback market

Customer feedback management (CFM) platforms and are becoming increasingly crucial in the martech stack and vendors including Clarabridge, Medallia, InMoment, Qualtrics and Confirmit are leading the way​.

Digital Marketing

Zero party data: What on earth is it and why do marketers need it?

If you’ve been around the marketing traps for the last year, you may have heard of ‘Zero Party Data’. However, you may be unclear as to what it actually is. It is a fancy way of saying first party data? Is it is different kind of data altogether? Are we not already inundated with too much data? How many more data categories do we really need as marketers?

Leadership

How brands are tackling the emotional heart of customer experience

Forrester Research identifies three key ‘Es’ lying at the heart of good customer experience: Effectiveness, ease and emotion. And according to principal analyst for customer experience, Ryan Hart, emotion is by far the biggest contributor to how people feel about brands.

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Blog Posts

Marketing prowess versus the enigma of the metaverse

Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.

Simone Waugh

Managing Director, Publicis Queensland

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