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Most companies would never build a five-year financial plan using five-year-old market data. Yet when it comes to customers, organizations routinely make major decisions based on a...
<p>As shoppers delegate more decisions to AI, engagement no longer guarantees strategic control.</p>
The future of customer service belongs to organizations that connect people, AI, and customer data across every interaction.
All B2B companies tout their focus on customers. But not all reflect customer obsession in their priorities, actions, and metrics. Call it “lip service” or “all hat, no cattle.” Da...
The customer data platform (CDP) category is graduating to a new phase. Marketers have unprecedented expectations for data as AI utilization explodes and marketing demands sophisti...
Research shows 84% of U.S. customers say AI service should always include easy human access, suggesting hotels and businesses can differentiate by making human support a feature, n...
First, for some context: AI is creating a resurgence for “context” in the industry lexicon. Large language models rely on context to understand intent, resolve ambiguity, and gener...
Recognizing and measuring customer value is an essential part of sales and operations strategy.
Since customers are human and react to anything that is relevant to their personality, personalization has become a critical component of many marketing strategies today. To be see...
The companies that win each technology shift are the ones that stay close enough to customers to notice when their problems change and keep innovating to solve them.
Forrester predicts a new era of digital commerce as AI agents take on more of the buying journey. Digital leaders will need to adapt as discovery, evaluation, and purchasing increa...
Convenience has become an important part of how customers evaluate businesses. Whether arranging transportation, ordering groceries, booking a home service, or scheduling an appoin...
So you wrote an ambitious CX strategy: Delight every customer; put customers at the center of everything; be the most trusted brand; strong statements to help create alignment and...
My bread is flat — again. Every week, my online grocery delivery shows up. Every week, I return something fragile, like fruit, bread, or crisps (that’s potato chips to you), becaus...
After years of disruption, CX teams face a defining moment. Discover how leaders will use AI to strengthen insights, orchestrate journeys, and elevate their strategic influence whi...
Personal AI agents are now customers. Here's how businesses can prepare.
E-commerce is entering a new phase in which growth will depend less on simply maintaining an online presence and more on delivering fast, secure, and personalized customer experien...
This session celebrates a new Fast Company recognition program: Fast Company Pacesetters. These are executives who are innovating at the intersection of AI, technology, and the cus...
The data to win loyalty already exists; it just needs to reach customers when they need help.
As AI tools give customers more pre-purchase information, hospitality and service professionals must shift focus from providing facts to building confidence and reducing buyer anxi...
The Forrester Wave™: Customer Feedback Management And Analytics Solutions, Q3 2026 finds a market in transition. Just as the “Amazon effect” raised expectations for customer...
<p>Most companies don&#8217;t lack customer information, but rather the ability to pull out the data that truly matters.</p>
This session celebrates a new Fast Company recognition program: Fast Company Pacesetters. These are executives who are innovating at the intersection of AI, technology, and the cus...
The debate over digital versus human customer service has produced no shortage of hot takes. Technology evangelists proclaim the end of the call center. Traditionalists warn agains...
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