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Why The Recent Infosys/Airtel Deal Is A Glimpse Into The Future Of IT Services

Infosys announced last week that Bharti Airtel, India's leading mobile service provider, has selected its WalletEdge platform to operate Airtel Money, the first mobile wallet service in India. This...

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From Jugaad To Reverse Innovation

Next month, I will be relocating to Singapore after two years in India. These two years have been an amazing learning experience for me, both from a personal and professional point of view. A very...

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How Can CX Tools Elevate Your Brand? Find Out At Forrester’s Consumer Marking...

Marketers work hard to define their brand promise and build their customer engagement strategy to showcase it. But we know that, in the end, all the hard work only pays off if the customer receives,...

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How To Ride The Technology Wave (And Not Get Swept Away)

AI, blockchain, chatbot, digital identity, etc. — there’s enough emerging technology in financial services to fill a whole alphabet book. And it’s difficult not to get swept off your feet by visions of...

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Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

Retail digital business executives must challenge the status quo and deliver omnichannel excellence across the customer lifecycle. Changing consumer behaviours, new technology, and an evolving...

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Q&A: Branded Manufacturers Digital Commerce Strategies

Direct-to-consumer (D2C) commerce is not a new concept for branded manufacturers, but there is certainly renewed interest and more options to choose from. With consumers ever more digitally connected,...

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Webinar On Culture And The Power Of Metrics

Followers of my blog may remember this post from February: “It’s Time To Fix Your Broken Business Culture.” Here’s a snippet: “Employees make everyday judgements based on what the organization signals...

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Adobe Summit 2018: Unleash The Experience Makers!

“Make experience your business,” Adobe’s rallying cry, is timely. Today, B2B and B2C customers observe a brand’s overall experience, not simply select products or touchpoints. As a former marketer now...

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See The Forest For The Trees In Facebook’s Cambridge Analytica Problem

Shame on Facebook. The Cambridge Analytica scandal has exposed the social network’s egregious misstep. Here at Forrester, we are furiously fielding inquiries about what this failure to protect user...

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Call For Entries: The 2018 Enterprise Architecture Awards

Most organizations today recognize the need to become customer-obsessed digital businesses. They need to map out customer touchpoints to fully understand their customers’ experiences and interactions...

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Avoid a “Copy/Paste” Mentality When Taking Your Loyalty Program Global

The draw of loyalty programs and their potential for better savings and experiences is universal: Forrester’s data shows that nearly three-quarters of online adults in China, France, Germany, the U.K,...

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Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor . . . Okay, that’s not exactly...

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Are You Ready For Sales Readiness?

When was the last time you noticed that a colleague was excited about sales training? After having created many a training deck myself, I frequently feel badly about my inability to muster enthusiasm...

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My Sort-Of-Fictional-But-Really-Based-On-Reality Conversations With B2B...

Despite acknowledging that insights-driven firms pack competitive advantage into every decision, marketers give me good reasons every single day that they can’t quite rise to the level of insights they...

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Adopt The “Spirit Of Agile”—Beyond Software Development

There are two types of Agile people in the world: Capital “A” Agile people equate “agile” with Agile software development methodologies or frameworks. Agile requires specific roles, processes, and...

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Walled Garden No More: Digital China Goes Global

As China battles the US for global digital leadership, Chinese digital giants like Alibaba and Tencent are taking the first beachhead: Southeast Asia (SEA). My latest report, Walled Garden No More:...

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Four Forces Drive The Consumer’s Tech Stack

Today I’m on stage in New York speaking to hundreds of marketing executives at our Consumer Marketing Forum 2018. I’m there to unveil the 2018 US Benchmark Data Overview, which for the first time ever...

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Merchant Risk Council 2018 Vegas Recap: The Business Model for Fraud...

Not surprisingly, machine learning technology was on full display this year at MRC Vegas. Using new self-directing machine-learning models, merchants are increasingly outsourcing significant but...

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Modernize Your Martech Stack for Moments

The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve...

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Modernize Your Martech Stack for Moments

The world is changing and with it, consumers’ expectations of experiences and communication from brands. The paradigm for customer engagement is shifting from large, monolithic experiences that serve...

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