About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Carlton serves Customer Insights (CI) Professionals. He was a founding member of the CI practice in 2009, and currently leads the global team of Forrester analysts that help clients capture, manage, and analyze customer data as well as apply the resulting insights to marketing and business strategy. Carlton began his Forrester career in 2006 as an analyst specializing in digital channels, emerging products, and enterprise technology in healthcare. He also led Forrester's consumer product strategy practice, where he managed a team of analysts that focused on innovation and digital disruption.
In addition to leading his team at Forrester, Carlton posts his thoughts and opinions on Twitter and on his blog.
Prior to joining Forrester, Carlton spent nine years as an IT and eBusiness leader in the health insurance industry. He also has experience with two start-ups and a leading marketing services provider.
Carlton holds a B.S. in civil engineering management from the University of Vermont.
Developing a cohesive information strategy that can deliver on current and future business needs is challenging. Building an information architecture is a highly collaborative endeavor, and to...
For the thousands of foreign companies that establish business operations in China every year, one of the first things on their to-do lists is setting up IT infrastructure, including horizontal and...

Business Goals: The BT Strategic Planning Playbook
Clear business goals lie at the heart of good strategy. Unfortunately, many organizations have aspirational goals that make strategic planning difficult at best, and they lack the mechanism to...


Performance Management: The EA Practice Playbook
This report outlines the performance management section of Forrester's solution for enterprise architecture (EA) professionals building a high-performance EA practice. We designed this report to help...

The BT Governance Collection: Stakeholders And Structures
Enterprise governance is about decision rights: who has input into decisions, who makes them, how are outcomes measured, and who is held accountable for those outcomes. Business technology (BT)...
Strategic Plan: The EA Method Playbook
This report describes the strategic plan of Forrester's EA method playbook — our set of high-value practices that enterprise architects should use to help their organizations plan, architect,...
The Foundation For Data Governance, Tooling, And More
Metadata management is the foundation for data governance, management, and use. But despite this, firms have a spotty record of collecting, harmonizing, and managing the metadata inherent in their...
Processes: The Emerging Technology Playbook
With its careful approach to planning technology investments and general aversion to risk, IT is not meeting business demands for emerging technology as a driver for innovation and growth. Enterprise...

Implementation And Operation Methods: The EA Method Playbook
IT's traditional approach to delivering business change is broken. Siloed solution delivery projects struggle to keep up with the pace of business. Agile development, lean software, and business...
The Q3 2012 Global Financial Services Architecture Online Survey Continues To Show A Focus On Transformation
Today's financial services firms often find that their application landscape is no longer able to cope with their most urgent business drivers. Forrester's Q3 2012 Global Financial Services...
Skills And Staffing: The Business Process Management Playbook
Lack of sufficient business process skills continues to dog progress and momentum for enterprisewide business process management (BPM) initiatives. Yet when it comes to growing BPM skills, most...

Planning Methods: The EA Method Playbook
In most businesses today, technology has become a strong driver for innovation. The fruits of technology innovation are experienced all across the business model — from the point of customer...
Continuous Improvement: The Information Strategy And Architecture Playbook
How effective is your information strategy? You can't answer that question without a comprehensive assessment process and key performance indicator (KPI) reporting mechanism that specifically targets...
Strategic Plan: The Information Strategy And Architecture Playbook
A new era of information agility is upon us that promises an explosion of opportunities similar to that of the dot-com boom period. But these opportunities are completely dependent upon an...

Vision: The Emerging Technology Playbook
Emerging information technology has been a key enabler of business evolution since the 1960s and shows no signs of letting up. As we move beyond simple digitization of information to digital business...
How To Develop A Business Capability Map
This PPT shows you how to develop a business capability map. Please see "Forrester's Business Capability Map Development: Tool" to access the tool.

We are putting together an initial concept request for implementing an EA management software suite. We would like to know a "rough order of magnitude" regarding costs to implement such a solution,...
Future Look: The Business Architecture Playbook
The rise of business architecture (BA) initiatives has resulted in a rapidly maturing business architecture body of knowledge. Today, business architecture practices focus within the boundaries of a...
Landscape: The Information Strategy And Architecture Playbook
The enterprise's ability to manage information strategically is becoming a high priority, but a coherent and comprehensive approach to information in the enterprise is a pipe dream for most...
Vision: The EA Method Playbook
In the midst of continuing economic, political, competitive, and technological disruption over the next decade, your enterprise architecture (EA) practice will flounder unless it gains clear vision...

Assessment: The Information Strategy And Architecture Playbook
Information workers thrive or falter depending on their ability to get the information they need quickly and easily, with high confidence that it's the right information. Enterprises need to protect...
Strategic Plan: The Emerging Technology Playbook
For many organizations, the use of emerging technology is confusing, slow, and problematic. Which emerging technologies should be part of IT's standard approach? Which should IT push for business to...