What It Means

Principal Analyst Oliwia Berdak discusses how insurers can use technology and data to transform the claims process — protecting the customer and delivering bottom-line performance.

To build customer loyalty, companies are tempted to hop on the “I’m your best friend” bandwagon or offer up coupons. But as Principal Analysts Emily Collins and Maxie Schmidt-Subramanian explain, the root of loyalty is delivering real value to customers.

The bad guys win in this one. Principal Analyst Jeff Pollard tells an attack story that will keep your PR team up at night and explains how to defend your brand against fake content.

Does your brand converse with customers, or are you the digital version of a boring, monologuing dinner party guest? Hashtag inventor Chris Messina discusses why relationship design is key to making brand conversation work.

No industry is safe from digital disruption — including manufacturing. Paul Miller explains how companies are overhauling their business models to stay competitive.

What do seat belts and security policies have in common? They’re life-saving, simple to implement, and people frequently opt to not use them. Principal Analyst Chase Cunningham discusses the risky business of working with unsecure startups.

A lot of companies talk about culture. But how do you walk the walk? Learn how Office Depot keeps focused and connected to its core purpose: helping every entrepreneur succeed.

Sixty-two percent of companies fail to get the most out of their business technology — and the CEO and CIO are to blame. Forrester CEO George Colony and Principal Analyst Bobby Cameron explain why these executives are responsible for leveraging technology to deliver the best customer experience.

Climate change poses a serious threat to business operations. Vice President Stephanie Balaouras and Researcher Sal Schiano discuss how firms are preparing for climate uncertainty and why they must do so.

As robotics revolutionize the workplace, how will humans find their place? Robotics quotient, someone’s ability to work effectively with robots, will soon be an essential skill. Analysts J. P. Gownder and Sam Stern ponder how employee experience can adapt to this bot-filled future.