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		<title>Is Net Promoter Score℠ Still The Best CX Beacon Metric?</title>
		<link>https://www.forrester.com/blogs/is-nps-still-the-best-cx-beacon-metric/</link>
		
		<dc:creator><![CDATA[Maxie Schmidt]]></dc:creator>
		<pubDate>Fri, 06 Nov 2026 10:52:58 +0000</pubDate>
				<category><![CDATA[Age of the Customer]]></category>
		<category><![CDATA[Customer Experience Measurement]]></category>
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					<description><![CDATA[Maybe&#8230; if Net Promoter Score℠ (NPS) earns a “yes” on each of these five questions: Does it align with your business goals? Does it help improve CX? Will customers accept it? Will stakeholders embrace it? And is it practical to use, including for benchmarking? That seems like a lot to ask, but unless you do, your [&#8230;]]]></description>
		
		
		
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		<title>The AI Bubble Isn’t Bursting Yet — Here’s What To Watch Using Our Model</title>
		<link>https://www.forrester.com/blogs/the-ai-bubble-isnt-bursting-yet-heres-what-to-watch-using-our-model/</link>
		
		<dc:creator><![CDATA[Brian Hopkins]]></dc:creator>
		<pubDate>Thu, 05 Nov 2026 21:35:22 +0000</pubDate>
				<category><![CDATA[AI Insights]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307841</guid>

					<description><![CDATA[Is AI a bubble? Forrester’s new AI Bubble Model weighs supply against demand and scores the financial health of the companies paying for the build-out. A burst isn’t imminent. But the third-quarter nowcast has builder health under 80, and the biggest builders are now borrowing to keep building.]]></description>
		
		
		
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		<title>Agentic Development Security Picks Up Where Traditional Security Tools Leave Off</title>
		<link>https://www.forrester.com/blogs/agentic-development-security-picks-up-where-traditional-security-tools-leave-off/</link>
		
		<dc:creator><![CDATA[Janet Worthington]]></dc:creator>
		<pubDate>Thu, 05 Nov 2026 19:00:46 +0000</pubDate>
				<category><![CDATA[Application Development & Delivery]]></category>
		<category><![CDATA[Application Security]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307834</guid>

					<description><![CDATA[Let’s address the elephant in the room: Coding agents don’t generate secure code. Securing the AI-generated code is left as a separate activity, and it’s only part of the job. Coding agents also select dependencies, invoke tools, and execute tasks. Application security teams must govern those activities, protect the development and delivery environment, and validate [&#8230;]]]></description>
		
		
		
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		<title>What Are Best-Practice CX Metrics?</title>
		<link>https://www.forrester.com/blogs/what-are-best-practice-cx-metrics/</link>
		
		<dc:creator><![CDATA[Maxie Schmidt]]></dc:creator>
		<pubDate>Thu, 05 Nov 2026 11:11:10 +0000</pubDate>
				<category><![CDATA[Age of the Customer]]></category>
		<category><![CDATA[Customer Experience Measurement]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307470</guid>

					<description><![CDATA[This is a really dangerous question that can lead your CX efforts astray and waste your time. If you don’t believe me, bear with me &#8230; does this feel familiar? You are doing all the “best-practice” things: Measure Net Promoter Score℠ (NPS) at relationship level, customer satisfaction score (CSAT) in key journeys, and ease at [&#8230;]]]></description>
		
		
		
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		<title>AI Agents Need More Than Least Privilege — They Need Least Agency</title>
		<link>https://www.forrester.com/blogs/ai-agents-need-more-than-least-privilege-they-need-least-agency/</link>
		
		<dc:creator><![CDATA[Geoff Cairns]]></dc:creator>
		<pubDate>Wed, 04 Nov 2026 18:07:49 +0000</pubDate>
				<category><![CDATA[IAM - Identity And Access Management]]></category>
		<category><![CDATA[Security management]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307587</guid>

					<description><![CDATA[For decades, cybersecurity professionals have relied on the principle of least privilege: Only give identities the access needed to perform their jobs. That principle remains essential. But AI agents have exposed its limits. An AI agent can have exactly the right permissions and still do the wrong thing Consider an agent authorized to issue customer [&#8230;]]]></description>
		
		
		
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		<title>CVS Health’s Split Signals A Reckoning For Healthcare Megabrands</title>
		<link>https://www.forrester.com/blogs/cvs-healths-split-signals-a-reckoning-for-healthcare-megabrands/</link>
		
		<dc:creator><![CDATA[Arielle Trzcinski]]></dc:creator>
		<pubDate>Wed, 04 Nov 2026 18:02:56 +0000</pubDate>
				<category><![CDATA[Age of the Customer]]></category>
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		<guid isPermaLink="false">https://www.forrester.com/?p=307733</guid>

					<description><![CDATA[Apparently, the US midterm elections are not all that happened yesterday in terms of big news: CVS has announced that it’s officially breaking up — and this time, it means it. CVS will split retail pharmacies from PBM operations and insurance CVS Health plans to break up its $117 billion business, separating its retail pharmacies [&#8230;]]]></description>
		
		
		
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		<title>SAP TechEd 2026: All In On AI</title>
		<link>https://www.forrester.com/blogs/sap-teched-2026-all-in-on-ai/</link>
		
		<dc:creator><![CDATA[Martha Bennett]]></dc:creator>
		<pubDate>Wed, 04 Nov 2026 14:42:29 +0000</pubDate>
				<category><![CDATA[Age of the Customer]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307590</guid>

					<description><![CDATA[“Build AI that knows your business” is a tagline that SAP uses in its online collateral, and AI tooling with business context sits at the core of several announcements SAP made at TechEd 2026 in Berlin on October 27–29. We came away with the impression that SAP’s most powerful differentiators are at risk of being [&#8230;]]]></description>
		
		
		
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		<title>Resilience Pros! Answer Our Questions To Get A Report</title>
		<link>https://www.forrester.com/blogs/resilience-pros-answer-our-questions-to-get-a-report/</link>
		
		<dc:creator><![CDATA[Amy DeMartine]]></dc:creator>
		<pubDate>Tue, 03 Nov 2026 21:55:38 +0000</pubDate>
				<category><![CDATA[Age of the Customer]]></category>
		<category><![CDATA[Agentic AI]]></category>
		<category><![CDATA[AI Insights]]></category>
		<category><![CDATA[AI model]]></category>
		<category><![CDATA[Cybersecurity Trends]]></category>
		<category><![CDATA[GRC - Governance, Risk, And Compliance]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307608</guid>

					<description><![CDATA[Each year, Forrester and the Disaster Recovery Journal (DRJ) team up to launch a study examining resilience. We survey people on different topics in resilience such as disaster recovery, but this time, the focus is solely on business resilience, including business continuity and operational resilience. No matter whether your program’s goals are to create business [&#8230;]]]></description>
		
		
		
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		<title>Questioning Your AI ROI? Start With Your AI Strategy</title>
		<link>https://www.forrester.com/blogs/questioning-your-ai-roi-start-with-your-ai-strategy/</link>
		
		<dc:creator><![CDATA[Brian Hopkins]]></dc:creator>
		<pubDate>Tue, 03 Nov 2026 19:09:44 +0000</pubDate>
				<category><![CDATA[AI Insights]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307509</guid>

					<description><![CDATA[“How do we measure the ROI of AI?” “AI costs are going up. How do we prove the ROI?” These questions — coming mostly from IT — start more of my client engagements than any other. As usage of AI credits ramps up and token costs roll in, it’s IT that foots the bill and [&#8230;]]]></description>
		
		
		
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		<title>Cresta Fills An Important Gap In Salesforce’s Customer Service AI Story</title>
		<link>https://www.forrester.com/blogs/cresta-fills-an-important-gap-in-salesforces-customer-service-ai-story/</link>
		
		<dc:creator><![CDATA[Christina McAllister]]></dc:creator>
		<pubDate>Tue, 03 Nov 2026 19:06:04 +0000</pubDate>
				<category><![CDATA[Age of the Customer]]></category>
		<category><![CDATA[Agentic AI]]></category>
		<category><![CDATA[AI Insights]]></category>
		<category><![CDATA[mergers & acquisitions (M&As)]]></category>
		<guid isPermaLink="false">https://www.forrester.com/?p=307594</guid>

					<description><![CDATA[Salesforce has agreed to acquire Cresta, adding voice agents, real-time agent assistance, and conversation intelligence to its customer service portfolio. Salesforce already owns much of the customer context and many of the systems where customer service work gets done. What it lacked was a credible conversation intelligence offering to understand what happens within those interactions [&#8230;]]]></description>
		
		
		
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