Why Winning with Digital Is Like Making a Movie

Tuesday, October 28th, 2014

Mastering digital business is a lot like making a movie: you need to assemble a network of experts instead of trying to do it all yourself. Embracing an ecosystem to create customer value was the main take-away of Level Up: The Next Challenge in Digital Mastery, a presentation by Bill ...

How Ticketmaster Has Fought Resale Marketplaces by Disrupting Itself

Wednesday, November 6th, 2013

If you can't beat 'em, join 'em. That's the lesson Ticketmaster learned from its own journey through digital disruption, according to Jared Smith, president of Ticketmaster North America. At the Forrester eBusiness Forum November 6, Smith discussed how Ticketmaster has responded to the threat of the ticket resale market by ...

4 technologies every CMO must know

Wednesday, January 18th, 2012

In 2011, IBM released a report that identified the four biggest challenges keeping CMOs awake at night: the explosion of data, social media, the proliferation of channels and devices, and shifting consumer demographics. Those challenges also represent growth opportunities with emerging technology as the catalyst. To help marketers anticipate and ...

L’Oréal and Procter & Gamble: content marketing masters

Saturday, September 24th, 2011

In our always-on marketing world, it’s tempting to never look back. But sometimes reflection can be instructive. For instance, I was just reviewing a January 2011 Forrester Research report that cited trends for CMOs to watch in 2011. If you give the report a close read, you find Forrester forecasting ...

Carnival & Delta monetize their Facebook fans

Tuesday, August 24th, 2010

Recently Carnival Cruise Lines and my employer Razorfish announced the launch of a new Facebook application that makes it possible for people to collaborate with their social network to plan vacation cruises. Cruise enthusiasts can explore different types of vacation options and involve their Facebook friends in the planning and ...

USAA: kill your website to service customers

Tuesday, June 29th, 2010

This post comes to you live from the second annual Forrester Research Customer Experience Forum, held at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. During one of the afternoon sessions, Principal Analyst Paul Hagen hosts a panel on trends in creating ...

How Dunkin' Donuts keeps its customers happy

Tuesday, June 29th, 2010

This post comes to you live from the second annual Forrester Research Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of event is creating breakthrough customer experiences. John Costello, chief global customer and marketing officer for Dunkin' Brands, discusses how Dunkin' Brands understands customer needs ...

How Sprint Nextel turned around customer service

Tuesday, June 29th, 2010

This blog post comes to you live from the second annual Forrester Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. Dan Hesse, CEO, Sprint Nextel, discusses how Sprint has improved it customer service rankings -- a process ...

Forrester: online experiences define the brand

Tuesday, June 29th, 2010

This blog post comes to you live from the second annual Forrester Research 2010 Customer Experience Forum at the Grand Hyatt in New York. Research Director Harley Manning sets the stage by asking, What exactly is customer experience? Answer: how customers feel about their interaction with your company. To that ...

RIP: 20th Century agencies

Thursday, April 22nd, 2010

This blog post comes to you from the Forrester Marketing Forum 2010, where the theme is adaptive marketing.  During a break-out, Analyst Sean Corcoran discusses the changing agency-client relationship. Sean asserts that the 20th-century agency model is dying.  Agencies focused on one-way advertising are passing away in an era when marketing ...