Horizon 2021: Europe

Forrester's Customer Insights

Clients pétris de contradictions, bouleversements réglementaires et essor du télétravail transfrontalier. Avec, jusqu’à présent, une épidémie mondiale et les conséquences de l’accélération du réchauffement climatique, le XXIe siècle entame des « Années folles » qui portent bien leur nom.

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Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses

Forrester's Customer Insights

Look for the transformation to continue in 2021. The events of 2020 changed how B2B marketers engage with buyers. Age of the Customer B2B Marketing prediction

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Predictions 2021: Customer Insights Practices Continue To Evolve

Forrester's Customer Insights

So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021. Firms have gotten better at acting on customer insights.

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Predictions 2021: B2C Marketing Goes Local And Retention-Based

Forrester's Customer Insights

B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world. Age of the Customer B2C Marketing customer loyalty marketing measurement & optimization prediction retail loyalty

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Strategizing Customer Success Spend for 2021: 5 Takeaways From Our Survey On Customer Success Budgeting

Gainsight

It’s hard to believe that we’re just a couple of months away from 2021. That said, 2021 will undoubtedly bring with it a new set of challenges & questions that we’ll need to be ready to address. CS Spend: Revenue in 2021 Will Be Slightly Up.

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Predictions 2021: Trust, Safety, And Inclusion Will Be At The Core Of Customer Experience

Forrester's Customer Insights

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.

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Blick voraus: Was europäische Entscheider in 2021 erwarten dürfen

Forrester's Customer Insights

Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels.

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Predictions 2021: Asia Pacific Will Lead The World Out Of COVID-19

Forrester's Customer Insights

Forrester analysts from across the Asia Pacific region provide insights on what to expect in the year 2021. Age of the Customer Asia Pacific prediction values-based customer experience Zero Trust Model

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Predictions 2021: Wealth Management Firms Embrace Digital To Thrive

Forrester's Customer Insights

In 2021, forward-thinking firms will not only meet these challenges, but move beyond them. The events of 2020 exposed both weaknesses and opportunities for wealth management firms.

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Predictions 2021: “COVID Wrote The Business Case — Our Future Is Digital”

Forrester's Customer Insights

In 2021, companies will accelerate their digital transformation with a focus on customers and what, where, and how to serve them. In 2020, digital shifted from nice-to-have to must-have. customer experience digital business prediction

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Europe Predictions 2021: Marketers Must Craft Experiences To Retain Contradictory Customers

Forrester's Customer Insights

2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down.

Predictions 2021: Software Developers Face Mounting Pressure

Forrester's Customer Insights

As executive teams put more pressure on internal teams to speed digital transformation in 2021, how will software developers respond? Find out in our 2021 predictions for software development.

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Predictions 2021: Grounded Sellers Fly In The Face Of Old Norms

Forrester's Customer Insights

Read an overview of our 2021 B2B sales predictions. Age of the Customer B2B Marketing prediction Sales B2B b2b sales Channel Marketing Predictions 2021 Sales EnablementCOVID-19 accelerated the digital next normal for B2B sales. What lies ahead?

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Predictions 2021: Cloud Computing Powers Pandemic Recovery

Forrester's Customer Insights

Get a deep-dive on Forrester's prediction that cloud computing will help companies around the world accelerate pandemic recovery in 2021. Age of the Customer Cloud Computing Trends Cloud Security prediction

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Predictions 2021: Digital Goes Mainstream As The New Normal Sets In For Healthcare

Forrester's Customer Insights

In 2021, transformation — and not just digital — will continue on a grander scale. healthcare trends prediction Digital health health insurance healthcare mental health Predictions 2021 telehealth telemedicine Virtual Care

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Next up: College Application Landscape Significantly Different for High School Class of 2021

Smarter CX

Yet, on a quieter front, college administrators sustained a parallel push: Keeping the prospective student funnel active–and college application levels high–for the high school class of 2021. Instead, the ACT stuck to its plan to roll out an online option for remote students in the fall of 2020 —too late for the class of 2021.

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Predictions 2021: Agencies Swarm Talent With Technology

Forrester's Customer Insights

Agencies in 2021 will begin to resemble software companies, offering combinations of creative and media products bundled with the services to manage them. Read our predictions for agencies in 2021.

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Europe Predictions 2021: Disruption And Opportunity For Technology Leaders

Forrester's Customer Insights

Age of the Customer CIO insights Europe prediction 2021 AI AI ethics brexit Chief Information Officer (CIO) CIO cloud ethics EU GAIA-X predictions technologyEvery autumn at Forrester, we look ahead to predict how we think the world will unfold in the coming year.

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Predictions 2021: Edge Computing Hits An Inflection Point

Forrester's Customer Insights

In 2021, more firms will leverage edge computing technology as a way to accelerate recovery out of the pandemic. Find out more in our 2021 edge computing predictions. Age of the Customer Cloud Computing Trends Edge Computing prediction

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Predictions 2021: Automation Becomes A Business Imperative

Forrester's Customer Insights

FInd out what Forrester predicts for the automation market in 2021. In less than a year automation moved from a long-term goal to a short-term necessity. Age of the Customer AI Insights Automation prediction robotic process automation (RPA

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Predictions 2021: Winning CIOs Get Future Fit

Forrester's Customer Insights

In 2021, we predict CIOs will act more locally when it comes to tech selection and develop better employee experiences. Learn more in our 2021 CIO predictions. Age of the Customer CIO insights Information Technology technology-driven innovation promoted

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Europe Predictions 2021: Digital Leaders Widen The Customer Experience Maturity Gap

Forrester's Customer Insights

In 2020, for the first time in more than five years we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (which measures how successfully a company delivers customer experiences that create and sustain loyalty).

Predictions 2021: The Path To A New Normal Demands Increased Cybersecurity Resilience

Forrester's Customer Insights

In 2021, culture issues, budgets, and vendor shifts will be top priorities for cybersecurity leaders. Learn more in our 2021 cybersecurity predictions. Age of the Customer Cybersecurity Cybersecurity Trends data security network security prediction promoted

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Predictions 2021: Blockchain Is A Tale Of Two Speeds

Forrester's Customer Insights

In 2021, Forrester predicts 30% of blockchain projects will make it into production with the majority of those run on enterprise platforms. Find out more in our 2021 blockchain predictions.

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Predictions 2021: Technology Diversity Drives IoT Growth

Forrester's Customer Insights

In 2021, demand for IoT devices and services will be driven by a variety of technology applications. Find out what Forrester predicts for IoT in the coming year. Age of the Customer internet of things (IoT) prediction

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Predictions 2021: The Time Is Now For AI To Shine

Forrester's Customer Insights

In 2021, business and IT leaders will be forced to tackle some long-lingering AI challenges head on to successfully emerge from the pandemic. Read Forrester's AI predictions to learn more. Age of the Customer AI Insights machine learning prediction

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Sales Operations Leaders: Set Realistic Sales Goals For 2021

Forrester's Customer Insights

The uncertainty around the length and extent of COVID-19 makes the expected impact for 2021 unclear.

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2021 Budget Planning: 3 Reasons Why a Customer Success Platform Needs to Be Included

ClientSuccess

2021 Customer Success Planning. Now that we are (unbelievably) in Q4, many SaaS organizations are finalizing their 2021 budget planning strategy. Here are three reasons why a customer success management platform needs to be part of your 2021 budget planning: 1.

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Planning Assumptions 2021: Seizing Opportunity Amid Disruption

Forrester's Customer Insights

Monica Behncke, Vice President, SiriusDecisions Research, explains in her introduction to Forrester’s SiriusDecisions 2021 Planning Assumptions. Amid unprecedented uncertainty lies vast opportunity for B2B leaders.

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Predictions 2021: Insurers Find Opportunity Amid Chaos

Forrester's Customer Insights

As insurers contend with an unpredictable virus and its economic consequences, promising pathways to prosperity will reveal themselves. Age of the Customer Insurance prediction

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Europe Predictions 2021: Manufacturers Will Accelerate Their Digital Transformations

Forrester's Customer Insights

In 2021, European manufacturers will leverage emerging technology to accelerate the digital transformation efforts. Age of the Customer Automation Europe prediction virtual reality

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Predictions 2021: Privacy Becomes An Imperative In A Year Of Transition

Forrester's Customer Insights

Learn which three privacy-related concerns will underpin organizations' transition to the post-pandemic new normal in 2021. Age of the Customer marketing & privacy prediction privacy promoted

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Predictions 2021: Banks Will Need To Get To Know Their Customers (Again)

Forrester's Customer Insights

In 2021, banking executives will need to pivot accordingly. The COVID-19 crisis has upended banks' understanding of their customers. Age of the Customer Banking prediction

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Predictions 2021: Welcome To The Year Of Pandemic Advertising

Forrester's Customer Insights

It’s been a rough year for advertisers, and 2021 will bring new challenges to a weary and quickly evolving industry.

Four Critical Planning Considerations For Sales Enablement Leaders In 2021

Forrester's Customer Insights

Sales enablement leaders should be prepared to optimize and expand the all-virtual environment in 2021. Annual planning — for resources, personnel, and programs — will be particularly difficult as enablement leaders solve for the current environment but also anticipate what comes next.

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