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

Derek serves Enterprise Architecture Professionals. He is an internationally recognized expert in business process management (BPM) and organizational transformation. He has worked in this area for more than 20 years, dealing with major brands, governmental organizations, and nongovernmental organizations (NGOs). Derek's research focuses on the methods, approaches, frameworks, tools, techniques, and technologies of business architecture; BPM; business process improvement; business transformation; and organizational change. He places special emphasis on an outcome-based, customer-focused approach.
Derek is a well-known keynote speaker and chair of major EA conferences. As co-chair of BPMI.org, he helped merge the organization with the Object Management Group (OMG).
Derek completed the Early Growth Program at London Business School.
What are some great examples of automated, highly personalized, multichannel communications programs? My company has a few programs in pilot mode, but it seems that this concept of highly automated,...
Yesterday, the White House released a long-awaited set of recommendations that are focused on helping individuals take greater control of how their data is collected and used for online...
This week, some Wells Fargo customers in South Carolina and Florida got a nasty surprise. Turns out, a "malfunctioning printer" printed multiple customers' account information (including...

As an analyst on Forrester's Customer Insight's team, I spend a lot of time counseling clients on best-practice customer data usage strategies. And if there's one thing I've learned,...
CI Professionals Are Fighting Wars On Multiple Fronts In Order To Evolve
As Customer Intelligence (CI) matures, CI professionals must adapt how they capture, integrate and manage, analyze, and apply knowledge about their customers. As we look ahead to 2011, we expect CI...
Eighteen months ago, when I started down the path of what would become our body of Personal Identity Management (PIDM) research, there were only a few customer intelligence professionals who...
When we set out to evaluate the new breed of firm that we call "customer engagement agencies," we sent our initial screener to an incredibly long list of firms -- over sixty, in fact! -- ranging from...
How To Decide Whether And When To Hire A CEA
Customer intelligence (CI) professionals play an important role in a firm's evolution in the age of the customer — with many gaining C-suite visibility and achieving more-strategic positioning...
Using Cross-Channel Attribution To Understand Marketing Effectiveness
In an environment where media fragmentation is the status quo, traditional one-to-one, last-touch methods of allocating demand to marketing efforts are outdated and lead to a suboptimal marketing...
It’s been a week since I got back from SxSW in Austin, and I still can’t believe how absolutely MASSIVE the coverage of privacy, personal data, and identity issues was at the conference....
Organization: The Personal Identity Management Playbook
In anticipation of the increasing adoption of personal identity management (PIDM) tools and services, customer intelligence (CI) leaders will be held increasingly accountable for their organizations'...

What CI Professionals Need To Know When Evaluating Their Needs And Vendors
As Customer Intelligence (CI) becomes the nerve center of the organization, the number of vendors touting CI services as part of their offerings is growing. Vendors, from database marketing service...
Customer Intelligence (CI) professionals should apply the principles of agile development — collaboration, self-organization, and iterative development — to speed delivery and create...
Most marketers and customer intelligence (CI) pros tend to lump together most types of customer data. Sure, things like passwords and social security numbers are considered more "sensitive," but for...
My Customer Intelligence colleagues and I, like many others, can't help but wonder how Carol Bartz's departure from Yahoo! is going to play out for the digital behemoth. Shar...
Customer intelligence is in the throes of significant change brought about by two primary drivers: 1) the disruption caused by the massive shifts in consumer behavior, and 2) organizations' growing...

Customer Intelligence (CI) professionals should constantly evaluate their need for next-generation marketing measurement processes, including cross-channel attribution. Successfully implementing...
Plenty’s been written already about Facebook’s IPO filing yesterday. I won’t rehash the many excellent analyses that you’ve surely already seen. Instead, I want to take this...
During our recent customer engagement agency (CEA) Forrester Wave™, we surveyed more than 100 CEA clients to understand their choice of vendors and the quality of the relationships. We found...
We've spent a lot of time in the past year looking at how the customer intelligence services landscape is changing. For one thing, it's a heck of a lot more chaotic: everyone from...
By now, you’ve likely read a whole host of stories about Google’s reported play at competing with Amazon’s Prime "one-day shipping" program. The crux of it? The internet giant is...
Dave Frankland is an analyst’s analyst: a critical and perceptive forward-thinker with an encyclopedic knowledge of customer intelligence services and strategy. So it shouldn’t...