Forrester

For CIO Professionals

Report:Build Your Mobile Engagement Strategy

Strategic Plan: The CIO's Mobile Engagement Playbook

Mobile technology is rapidly evolving as a means for organizations to deliver new customer experiences, enhance customer value, and improve employee productivity. When combined with social, cloud,...

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For CIO Professionals

Tool:Forrester Wave™: Video Platforms For The Enterprise, Q1 '13

For CIO Professionals

Report:Leveraging Emerging Technology To Up The Ante On Customer Engagement

Responding To Rising Customer Expectations Requires New Approaches

Organizations are struggling to deal with the increasing need to improve the customer experience. They must not only deliver best-in-class products and services, but also optimize the quality of the...

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For CIO Professionals

Report:Industry Innovation: US Federal Government

Technology Trends That Will Change The Way Government Operates

The US government, with its almost $80 billion annual IT budget, is one of the largest consumers of IT goods and services in the world. It is therefore not surprising that the same technological...

• Downloads: 782

For CIO Professionals

Report:Industry Innovation: Insurance

Technology Trends That Insurance CIOs Must Tap To Drive Growth

Today's insurance CIOs are shifting their focus away from cost reduction to speed, flexibility, and innovation. As insurance buyers' habits change from face-to-face interactions with agents to...

• Downloads: 1571

For CIO Professionals

Report:Mobile App Internet Recasts The Software And Services Landscape

App Innovation On Phones Will Spread To Cars, Appliances And Entertainment

The explosion of app innovation that started on the iPhone and then spread to Android devices and tablets will continue to drive tech industry innovation and have far-reaching pricing and...

• Downloads: 2065

For CIO Professionals

Report:The Road To Social Business Transformation Starts With A Burning Platform

Road Map: The Social Business And Collaboration Playbook

Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

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For CIO Professionals

Report:Benchmark The Use Of Your Social Business And Collaboration Systems

Benchmarks: The Social Business And Collaboration Playbook

Social business and collaboration (SBC) takes place independently of any specific technology, tool, or service. For example, employees constantly meet to choose how to adjust plans; customers...

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For CIO Professionals

Report:Measure Workforce Experience Through Engagement, Productivity, And Customer Impact

Customer experience — its relationship to loyalty and satisfaction and the likelihood that it will lead to future business — is now a well-established discipline. However, measuring...

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For CIO Professionals

Report:CIOs: Step Up And Support Your Company's Customers

Budgets, Planning, And Measurement Of Customer Satisfaction Reside Outside Of IT Today

In today's technology-fueled marketplace, CIOs must provide the underlying systems, processes, and communications channels for interacting and engaging with the company's customers. CIOs that...

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For CIO Professionals

Report:CIOs Must Become Customer-Obsessed

Competitive Strategy In The Age Of The Customer

The empowered customer is driving new models of business success that are rapidly redefining the CIO's investment agenda in successful firms — the inauguration of what Forrester calls the age...

• Downloads: 435

For CIO Professionals

Report:How To Create A Knockout Social Business And Collaboration Strategic Plan

Strategic Plan: The Social Business And Collaboration Playbook

Social business and collaboration programs can redefine work by changing the way employees connect with each other and the information they need to do their jobs. However, programs fall flat when...

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For CIO Professionals

Report:Smart Products Will Require A Hybrid CTO/CIO Skill Set

The Burgeoning Set Of Connected Offerings Will Require New Skills

The era of the standalone product is over. More and more offerings are becoming intelligent, connected, and thus able to provide more engaging experiences for customers in business or consumer...

• Downloads: 238
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For CIO Professionals

Report:Empowered Customers Force CIOs To Focus On Innovation

Vision: The Innovation Playbook

Now is a critical time for CIOs to focus on innovation. The pace of change is too fast, the opportunities too great, and the risks too dire to relegate it to the annual funding process. Digitally...

• Downloads: 266

For CIO Professionals

Report:Mobile Engagement Demands Process Transformation

Processes: The CIO's Mobile Engagement Playbook

To take advantage of an app in an employee's or customer's pocket, you have to help them accomplish a task quickly and easily whenever they want to and wherever they are. That means CIOs and business...

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For CIO Professionals

Client Inquiry:CIO Challenges And Priorities For 2011 And Beyond

What are the main banking CIO challenges and priorities for 2011 and beyond?

For CIO Professionals

Report:Governments Embrace New Modes Of Constituent Engagement

Social Media, Mobility, And Open Data Transform eGovernment From Electronic To Engaged

One of the most significant changes in city governance has been the growing trend toward constituent engagement — both with individual citizens and local businesses. Even in non-democratic...

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For CIO Professionals

Report:Great Mobile Experiences Are Built On Systems Of Engagement

Vision: The CIO's Mobile Engagement Playbook

By 2014, smartphones and tablets will put power in the pockets of a billion global consumers, including your employees and partners and customers. However, mobile is not simply another device for IT...

• Downloads: 589
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For CIO Professionals

Report:CIOs: The Web's Golden Age Is Ending

As CIOs continue to evaluate business technology and plan for future investments, it is essential to accept the fact that the golden age of the Internet is ending. In the past decade, nearly all...

• Downloads: 426

For CIO Professionals

Report:Social Ecosystem Maturity Assessment Model

The Social Ecosystem Maturity Assessment is presented in conjunction with the research report "Benchmark The Use Of Your Social Business And Collaboration Systems," which explains more fully how CIOs...

• Downloads: 9

For CIO Professionals

Report:The CIO's Role In The Social Business Policy

Policy And Procedures: The Social Business And Collaboration Playbook

A clear social business policy is an essential guide for employees using social and collaboration tools for customer engagement and for internal or partner collaboration. While it takes a...

• Downloads: 296

For CIO Professionals

Report:The Forrester Wave™: Video Platforms For The Enterprise, Q1 2013

Kaltura, Qumu, And Polycom Lead The Video Publishing Platform Pack

Enterprises looking to deliver video communications to employees continue to use solutions for webcasting and YouTube-like video portals. In Forrester's 23-criteria evaluation of enterprise video...

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For CIO Professionals

Report:Consumerization Will Erase Boundaries Between Corporate And Consumer Technology Markets

Vendor Strategists Must Overhaul Business Units And Products Aimed At Information Workers

Execs plotting new information and communications technology (ICT) products and services face changing information worker behaviors driven by five innovations that empower users to provision and use...

• Downloads: 836

For CIO Professionals

Report:What India's 12th National Five-Year Plan Means For ICT Vendors

Aligning Strategies With Key Government Priorities Is The Key To Success

The Indian public sector is an extremely difficult market for IT vendors due to its extended business cycles and high levels of diversity, hypercompetition, bureaucracy, and procurement complexity....

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For CIO Professionals

Tool:Governments Adopt Enterprise Applications And Governance Tools