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The rapid acceleration of AI innovation has sparked a surge in advancement in other emerging technologies  CAMBRIDGE, Mass., June 25, 2024 — According to Forrester’s (Nasdaq: FORR) The Top 10 Emerging Technologies In 2024 report, generative AI (genAI) for visual content, genAI for language, TuringBots, and IoT security are the top emerging technologies that will [...]

Nearly 60% of brands in the region see a decline in CX quality over the past year  NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 18, 2024 — Forrester’s (Nasdaq: FORR) Canada Customer Experience Index (CX Index™) rankings reveal that the average CX quality among Canadian brands has fallen to its lowest point following a second consecutive [...]

Only 3% of companies are currently customer-obsessed and put their customers’ needs front and center  NASHVILLE, Tenn., and CAMBRIDGE, Mass., June 17, 2024 — According to Forrester’s (Nasdaq: FORR) US Customer Experience Index (CX Index™) rankings, CX quality among brands in the US sits at an all-time low after declining for an unprecedented third year [...]

Spending in AI-augmented software and services will outpace other IT categories SINGAPORE, June 11, 2024 —Forrester’s (Nasdaq: FORR) Asia Pacific Tech Market Forecast, 2023 To 2027 reveals that technology spending in Asia Pacific (APAC) ) will remain robust and grow by a Compounded Annual Growth Rate (CAGR) of 6.4% to 7.4% per year from 2024 [...]

According to Forrester’s report, The State Of Generative AI Inside US Agencies, 2024, agencies that embrace genAI will better serve brands, keep up with competitors, and support employee creativity.  Forrester finds that US agencies lead the field in terms of genAI adoption: more than 60% of decision-makers report that their agency is already using genAI, [...]

According to Forrester’s 2024 Australia Customer Experience Index (CX Index™) Rankings, unveiled at the 2024 CX Summit APAC, the CX quality of most brands and agencies included in the study either flatlined or declined.  Based on a survey of more than 8,900 adults in Australia, Forrester’s Australia CX Index benchmarks the customer experience quality of [...]

According to Forrester’s ‘Global IT Services Market Forecast 2023-2028’, global IT service industry spend will reach $2 trillion in 2028. However, despite forecasted growth, IT service firms will face several challenges in the next few years.   Key findings include:  Growth will be substantial, with the IT service industry averaging 4.6% annual growth. Growth will be [...]

Forrester’s report, The State Of Global Business Buyer Trust In 2024, reveals that strong trust in an organization is essential and often determines purchase intent. However, business leaders often struggle to understand how to create trust and how it influences the buying decision process. Forrester identifies seven levers of trust: accountability, competency, consistency, dependability, empathy, [...]

CX Dive: This publication features insights from Principal Analyst Audrey Chee-Read’s and Vice President, Principal Analyst J.P. Gownder’s CX Summit North America keynotes, respectively, about how to create trust when implementing genAI. Read the full article here. Read more from Audrey and J.P.

Forbes: Principal Analyst Tracy Woo offers perspective on the FinOps Foundation announcing the availability of the FinOps Open Cost and Usage Specification (FOCUS) to provide a uniform format for cloud billing across different providers. Read the full article here. Read more from Tracy here.

Le Figaro: Following the arrival of AI PCs on the market, Principal Analyst Andrew Hewitt’s recent report “The Year Of The AI PC Is 2025” states that the benefits of adopting AI-enabled laptops are not yet convincing enough. Read the full article here. Read more from Andrew here.

The Wall Street Journal: Principal Analyst Pete Jacques breaks down Forrester’s US CX Index rankings for 2024, and the factors that are causing US brands’ CX quality to drop significantly for the third straight year in a row. Read the full article here. Read more from Pete here.