Employee Experience - Forrester: Recent Episodes
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At AMD’s Advancing AI event in San Francisco, I expected to hear about faster GPUs, next-generation CPUs, AI PCs, and the company’s latest AI infrastructure roadmap. Those announcements certainly happened. AMD introduced new AI infrastructure, processors, software, and AI PC capabilities. But the most important message wasn’t about a specific product. It was about positioning: […]
Across our CX events in Amsterdam, New York City, and San Francisco, the message was clear: The organizations that thrive in the AI era won’t be the ones with the best AI; they will be the ones that put people first.
Last week at Nexthink’s Masters of Experience event in London, one theme came through clearly in every conversation I had with digital workplace leaders, IT practitioners, and experience innovators: The ways that organizations use digital employee experience management (DEXM) solutions are expanding. AI dominated the agenda — as expected. But the real story wasn’t about […]
Forrester assessed 41 major US retailers for our Total Experience Score to determine how well brands win and serve customers. Retailers have work to do: The average Total Experience Score across all retailers was a mere 59.1 on a 100-point scale. Still, retail did improve compared to last year, increasing a statistically significant 0.4 points […]
Most organizations manage employee, customer, and brand experience in silos, obscuring how they connect to influence business outcomes. Forrester’s new EX Index reveals how employee experience shapes brand equity, customer loyalty, and growth.
TeamViewer Connect in New York City brought together TeamViewer leadership, customers, and digital employee experience (DEX) practitioners for a grounded discussion about what it really takes to “level up” DEX. Rather than focusing on product features, the event centered on operational maturity, outcome-based measurement, and the human impact of automation. From customer stories to practical […]
Freshworks’ latest announcements reflect a broader shift in service management AI from feature expansion to operational practicality. The real differentiator is no longer whether a vendor offers generative or agentic capabilities but whether those capabilities can be adopted quickly, grounded in strong context, and sustained within day-to-day service environments.
Atlassian’s Team ’26 event highlighted how AI, agents, context, and workflows are reshaping enterprise work.
To compete for customers and grow profitably, banks need the ability to adjust as much and as fast as required at any given moment. Leading digital banking engagement platforms (DBEPs) make that possible. My new report, The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026, reveals insights about the current AI and technology landscape in […]
The Forrester Wave™: Intranet Platforms, Q2 2026 published on April 9. I conducted an in-depth analysis of 13 vendors and evaluated their platforms across 28 criteria (which included 21 criteria for current offering and seven for strategy). This assessment resulted in four Leaders, six Strong Performers, and three Contenders. Here’s A Few Things That Jumped […]
At Unily Unite CEO Lokdeep Singh unveiled Unily Futures, the next evolution of its employee experience platform. Find out what it is and what it means for customers in this review of the event.
Qualtrics’ acquisition of PG Forsta will reshape healthcare technology. Qualtrics will also gain CFM vendor InMoment as part of the deal.
Digital employee experience is no longer optional — it’s essential. In my first Forrester blog, I share my journey, why I joined Forrester, and what’s top of mind for me as I begin identifying where to focus my research to help clients shape the future of the digital workplace.
Learn the four key announcements that underscore Box’s commitment to AI and what they mean for Box customers.
Demand for new AI-driven capabilities is surging, creating unique problems for technology leaders. Find out how an AI-enabled digital employee experience strategy can help in this preview of Forrester’s upcoming Technology & Innovation Summit North America.
As digital transformation accelerates, traditional IT service desks must evolve. This blog explores the AI-centric service desk model, emphasizing automation and personalized support to enhance the digital employee experience. Learn how embracing an AI-first approach can transform IT operations into strategic enablers of productivity and resilience.
AI is giving executives the perfect justification for workforce reductions that they’ve been planning all along. Yet many business leaders don't believe that AI is a replacement for employees, our survey data shows. For organizations and workers to survive this shift, the strategy isn’t about fighting AI — it’s about documenting real value, tracking revenue contributions, and building data-driven cases that prove that human judgment, creativity, and relationship management remain irreplaceable.
At Refresh Europe 2025, the focus shifted from traditional SLAs to experience-led metrics, emphasizing the importance of user perceptions in IT interactions. Freshworks showcased its advancements in AI-driven service management, particularly through Freddy AI. The company aims to simplify ITSM by reducing tool sprawl and enhancing employee experiences. While not the market leader, Freshworks is strategically competitive, targeting midmarket companies. Its approach balances automation with usability, positioning it as a lean alternative in a crowded landscape.
On July 2, 2025, intranet provider LumApps announced that it will merge with the Swiss-headquartered frontline employee app vendor Beekeeper. The new combined company is backed by the private equity group Bridgepoint, which had already acquired a majority stake in LumApps in 2024. The combined company has a valuation of over $1 billion. A more […]
When I first sat to interview Sandra Loughlin, chief learning scientist and global head of the talent enablement and transformation practice at EPAM, I knew I would learn something new. What I didn’t expect was to be taken on a 30-year journey — one that began long before “skills-based organization” was a buzzword and continues […]
Tech leaders are being asked to do more with fewer resources available, which makes cultivating the right skills in the workforce essential. The implementation of generative AI (genAI) potentially brings productivity gains but is also a point of concern, with employees experiencing what one chief product officer at a tech workforce development company calls an […]
Last week’s announcement by automotive parts supplier Schaeffler of plans to cut 4,700 European manufacturing jobs was just the latest in a string of similar news pointing to a growing crisis within the European manufacturing sector.
In 2025, businesses will stand at a critical crossroads, with choices to make in areas such as return to office, employee experience, and AI skills. Get a preview of what’s coming in our 2025 future of work predictions.
Our latest research helps business leaders align employee value proposition (EVP) and employer brand.
Employer value propositions (EVPs) and employer brand are tightly linked and they are everyone's job.
Cross-functional org models can have a big impact on your digital transformation. Learn how to determine which cross-functional org models are best suited to your business objectives.
We are thrilled to release our third-ever end-user experience management (EUEM) Forrester Wave™ evaluation: The Forrester Wave™: End-User Experience Management Solutions, Q3 2024. We looked at the top eight vendors in the market today and evaluated them across 34 criteria. Why is EUEM so important? The answer lies in a three-letter acronym: DEX, or digital […]
We’ve just wrapped up another memorable CX Summit North America. It was amazing to spend the past few days with so many people who are exicted about the extraordinary new possibilities that the fusion of human and AI capabilities present us. Now, as we leave Nashville and return to our organizations, the hard work begins. […]
The Forrester Wave: Intranet Platforms, Q2 2024 published on June 6. I conducted an in-depth analysis of 13 vendors and evaluated their products across 28 criteria. My assessment revealed three leaders, five strong performers, and five contenders. I Found Four Key Things I’ve covered this space for years, and I’ve seen an exceptionally fast pace […]
Last week, the US Federal Trade Commission released a proposed final ruling banning employers from executing noncompete agreements for nearly all employees — excepting only “senior executives” — and requiring them to notify employees that they’re no longer bound by existing noncompetes. Forrester believes that this will have a significant impact on the people practices […]
This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.
The cybersecurity industry continues to focus almost exclusively on technology at the expense of dealing with the heart of cyberdefenses: the people. Yet the stress of expectations, limited resources, and detriments to well-being continues to cause havoc with the mental and physical health, productivity, and retention of the cybersecurity workforce.
Building a results-oriented culture in government will require evaluating what culture is and defining leaders’ role in it. Learn more in this post.
Most leaders underestimate the amount of training and upskilling their employees need to productively use AI tools. That miscalculation puts organizations at risk. Learn how to avoid the risks of Low AIQ.
Microsoft announced recently that it was unbundling Teams from its various Microsoft 365 plans worldwide. Find out what is actually changing and what it means for customers, regulators, and Microsoft.
Microsoft’s new Copilot Dashboard aims to significantly upgrade the data available to Copilot M365 users. Learn how in this post.
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions. Learn four ways many firms miss out on this opportunity for innovation and inclusivity.
Guiding the workforce through ongoing and urgent change requires strong leadership communication skills. Are your skills up to the challenge? Find out in this post.
Google recently announced its new generative AI solution for productivity, Gemini for Google Workspace. Can it compete with Microsoft Copilot? Here's what tech and business leaders need to know.
Too many leaders are distracted by outdated and incorrect conceptions of how to drive productivity. Learn the value of a human-centered productivity strategy in this preview of our new report.
Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. Learn how how HCOs can weather the storm and overcome these challenges.
I’m thrilled to announce our latest research into a problem as old as time (or, at least, my time — 25 years! — in security): the silos between technology and security teams. How big is the problem? Officially, it’s not — according to numerous global technology decision-makers who we survey, cybersecurity is a top priority. […]
Are you wondering how to integrate and manage the Gen Z employees in your organization? We, Hannah and Dan, are hosting a webinar in which we bring together a Gen Z perspective (Hannah) and a Gen X perspective (Dan) to discuss Forrester research findings on Gen Z in the workplace. Rather than just looking at […]
The Goal Is To Activate Diversity, Not Just Tolerate It Some of our DEI initiatives start and stop at the “representation acquisition pipeline” (or the attempt to hire more diverse people into the organization). This will inevitably lead to many ongoing challenges once you get them in the door. One of the main goals of […]
Effective collaboration is harder than ever. You read that right: Despite all the advances in collaboration technologies in recent years, the complexities of enabling successful collaboration continue to mount. Our new report helps clients contend with these escalating challenges. Consider just two of the major forces reshaping collaboration in real-time: Hybrid work introduces new challenges. […]
Clear differences in business and technology priorities separate modern and future fit HCOs from the rest of the traditional pack.
Great Leaders Know When And How To Deploy The Next Technology Unless you’ve been on a social media/internet detox for the last six months, you’ve no doubt noticed this thing called generative AI. It has triggered a hype cycle the likes of which have not been seen since the launch of the McRib. Every article […]
cisoOur research in 2020 dissected the causes of toxicity in cybersecurity and outlined that in a practical sense, a toxic culture in cybersecurity looks like a team rife with infighting, unhappiness, and aggression between team members. Not only will this cultivate an unpleasant environment, but it also has the potential to ruin your security team’s […]
Generative AI has catapulted the topic of artificial intelligence to the forefront of workforce strategy. But leaders we talk to, while excited by the technology’s potential, are worried. They fear the fast pace of change and wonder if their employees will be able to adapt. As a result, even as ChatGPT reached a billion page […]
Everyone wants a digital culture – and everyone has excuses for slow culture change. To be fair, government agencies face particular hurdles to adopt norms of digital culture, like experimentation and adaptability. That’s because it’s difficult to experiment or adapt in cultures where risk aversion and compliance exist by design. But I’ll stop short of […]
Gen Z employees, those workers born between 1997 and 2012, are entering your organization and will account for 27% of the workforce by 2025. To counter the myths and misconceptions about Gen Z, we surveyed thousands of Gen Zers in multiple countries. The results of this research are summarized in the report, Ready Or Not, […]
Skills management might seem simple at first, but beneath the surface lies a ton of complexity.
The "reasons" that digital transformations fail are often just symptoms. Tech leaders need to connect the dots throughout user networks if digital CX transformation efforts are to succeed.
Unemployment rates hover near record lows even as GDP growth tightens. The result? A perplexing time for business leaders.
From hybrid work to the meaning of EX, the people part of the business is facing soft and hard challenges.
“Follow the yellow brick road!” Silly Dorothy. She had it so easy. Dorothy had a magical guide that popped up when she needed help the most. For many executives getting started with forming a data team and an insights strategy, the road forward is not so clear. Executives find themselves bewildered and disoriented in a […]
“There’s the door — don’t let it hit you on the way out.” Have you ever been told that or felt that expression when you’ve departed a job? Whether you are leaving voluntarily or not, at some point, you’ll no longer be working for your current employer, and the company will go through the process […]
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.
Employees are overwhelmed with meetings: back-to-back meetings; poorly run meetings; and just flat-out too many meetings. The frequency of meetings increased by 13% during the first year of the pandemic, and leaders tell us those meetings were sticky — they never fell off of calendars. Add in the complications caused by working in the messy […]
To survive and thrive in the future of work, organizations must evolve from “doing” to “learning” in every aspect of their business process.
Forrester predicted that in 2023, a Global 500 firm will be exposed for burning out its cybersecurity employees. In 2022, we saw at a very practical level in Australia that weaknesses in our cyberdefenses can impact society at mass levels. Impacts of breaches at Optus, Medibank, EnergyAustralia, and MyDeal include fines, exposure of millions of […]
Super Bowl LVII was full of firsts. The first Super Bowl matchup between two Black starting quarterbacks The first Super Bowl sibling rivalry, between Jason and Travis Kelce The first Super Bowl military flyover piloted by seven female naval aviators The first Super Bowl commercial debut by an agency holding company Global advertising firm Publicis […]
Even with 20+ years of prior experience working on award-winning demand gen campaigns, I still had to overcome a sense of impostor syndrome in my first few weeks at Forrester. As I’ve moved through the onboarding process, and with the help of my fellow analysts, I’ve become more confident in my role and even more excited about my future at Forrester.
Forrester has evaluated 50 European metropolitan regions to help business and technology leaders plug their digital skill gaps.
Will Companies Cut Back On DEX In 2023? Not The Smart Ones. Customers often ask whether companies will invest less in digital employee experience (DEX) in 2023 given the economic pressure. A few assumptions drive the question: DEX is not as high of a priority as other areas, such as customer experience. Companies only invest […]
Anywhere-work including hybrid and remote are now common. To help leaders navigate the promise and perils of anywhere-work, we've developed a large portfolio of research.
“Fasten Your Seat Belts. We’re Experiencing Some DEX Turbulence.” As I write this, I’m halfway over the Atlantic on my way back from visiting clients in Barcelona, Spain, where I’ve spent the last two days sharing my research on digital employee experience (DEX). The DEX market continues to be red-hot, with nearly one-third of decision-makers […]
Knowing collaboration is important isn’t the same as knowing how to foster it. Leaders need to understand the psychological factors.
For leaders looking to improve digital employee experience in 2023, these five trends will be key.
… Or, What We Should Plug Into Slack, Teams, And Other Chat Platforms Over the past decade, chat platforms have become a fixture of the workplace (yes, somehow it’s already been more than 10 years). This is due to them supporting rapid informal communication as well as their extensibility. For years, organizations have had success […]
As governments gradually return to pre-pandemic ways of operating, they must gird themselves for an uncertain future.
As open enrollment commences, health insurers face a major knowledge gap, preventing them from engaging their members.
To thrive in what will be a particularly challenging year, companies will need to tune in to their employees.
Developer Demand Continues To Outgrow Available Talent The United States Bureau of Labor Statistics predicts a 22.2% growth in application development and quality assurance testing demand in the next 10 years. Unfortunately, we are struggling to meet current demand to fill development needs. As tech companies continue to modernize through digitization, they are using unorthodox […]
As APAC firms pursue new avenues for growth, they will need to align their actions with the needs of their most important stakeholders.
Automation has been an important tool in a manufacturer’s toolbox for centuries. From steam-powered looms to cutting-edge industrial robots, hardware automation arrived first and continues to expand. Over the past decade or so of Industry 4.0, software automation has also grown, with machine learning and artificial intelligence embedded in more and more processes. But my […]
The road to hybrid success is riddled with speed bumps. Mastering it will require organizational innovation — trying out new practices that employ new technologies and challenge cultural norms.
To deliver excellent digital experiences and products, you need a superior digital talent strategy. Discover common pitfalls and learn from Amazon’s approach.
Instead of thinking of physical offices and home offices as in conflict, innovative leaders and their most adaptive employees think of them both as part of a single networked entity.
Get some key learnings on building a successful DEI organization from healthcare firm Humana in this preview of a session at our upcoming Technology & Innovation North America event.