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Source: Featured Blogs - Forrester
Forrester found a gap between what European marketers say they want from AI and what they're actually doing with it. They're using AI mainly to cut costs and speed up existing work. Competitors—likely from the US and Asia—are using AI to build new offerings and reshape what customers can buy. European firms are optimizing processes; others are building capabilities.
Source: Featured Blogs - Forrester
Automotive companies obsessed with EV platforms and autonomous features are overlooking accessible design as a competitive advantage. It simultaneously expands addressable market—aging populations, disabled users—and reduces operational friction through simpler, more intuitive interfaces. Designing for wheelchair accessibility, voice controls, and simplified dashboards from the start costs less than retrofitting and opens revenue from segments competitors ignore. In a margin-constrained industry, inclusive design is economically rational, not philanthropic.
Source: Featured Blogs - Forrester
Forrester's data shows leading brands are winning not through incremental experience improvements in individual channels but through integrated systems that coordinate brand, customer, and employee experience. A fractured CX strategy now actively suppresses revenue. Companies treating these as separate optimization problems hit a wall: disconnected employee experiences lead to inconsistent customer touchpoints, which erode brand perception and compound acquisition costs. The winners have moved from omnichannel playbooks to systems thinking.
Source: Featured Blogs - Forrester
Banks and wealth managers still distribute boilerplate guidance while AI tools like ChatGPT and specialized fintech apps now deliver personalized, conversational advice instantly. Consumers increasingly expect that level of responsiveness; legacy institutions are not meeting it. The shift is not about AI replacing advisors but about customer experience becoming the competitive battleground. Firms that don't embed AI into their guidance workflows will lose retail customers to more responsive platforms. Financial services brands face a choice: invest in AI-powered personalization or cede customer relationships to more agile competitors. Generic content is no longer sufficient—it's a liability.