Latest Articles

Stop Selling Code – Start Sending Assurance As A Service

Agentic software development is lowering the barrier to building applications, but it is also exposing a harder question for technology leaders: Who is accountable when AI-generated software becomes business-critical? My new report Reinventing Software... Read more – ‘Stop Selling Code – Start Sending Assurance As A Service’.

Emotion Leads CX Quality Rebound In The US

After four years of decline, customer experience (CX) in the United States has finally ticked back upward. New findings from Forrester’s 2026 Customer Experience Index (CX Index™) reveal a modest but important improvement in overall CX quality, marking... Read more – ‘Emotion Leads CX Quality Rebound In The US’.

From AI Users to AI Builders: The Next Phase of AI in Marketing [MAICON 2026]

Most marketing teams have gotten comfortable using AI. They've integrated it into content workflows, sharpened their prompts, and found individual productivity gains. But the next phase is already here, and it relies heavily on the ability and... Read more – ‘From AI Users to AI Builders: The Next Phase of AI in Marketing [MAICON 2026]’.

All Articles