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Henry serves Enterprise Architecture Professionals. His research focuses on the concepts, techniques, and tools required to bring business agility within enterprises. He publishes research around key agility indicators and agile governance and applies these principles to change EA practices to help build a sustainable business agility. Business agility depends highly on the level of enterprise risks the decision-makers can take. He is also researching metadata management as a means to bring agility at the right cost for IT supporting business agility. Business-Centered EA (BCEA) is the Forrester method to help build business agility.
Henry also researches the customer reaction component of business agility through the concept of Web4 by studying activists' social computing.
He thinks that collaboration would require a lot of change management to bring not only a productivity increase but the business agility required by large organizations.
Henry has done some previous work on master data management, enterprise application integration, middleware, adapters, business activity monitoring
, enterprise architecture tools, and ppen source and risks issues.
Henry came to Forrester through its acquisition of Giga Information Group and Giga's affiliation with GigaGroup. He brings 21 years of IT experience to his clients. Prior to joining GigaGroup, he was the technical director of Euriware, a French IT services company specializing in industrial IT and related technologies. In addition, Henry was involved as chief architect in strategic projects for large telecommunications, automotive, and marketplace customers.
At earlier stages of his career, Henry held various technical positions in a knowledge management company and at Alcatel CIT.
Henry is the author or co-author of many reference articles and books on IT architecture. He has a master's degree in IT from the ESIEE engineering school in Paris. He is fluent in French and English and is based in Paris.
And Provides Personalized Services To Boost Customer Satisfaction
In 2009, Forrester identified opportunities for contact center infrastructure and operations professionals (I&O) to use proactive customer communications to reduce costs for incoming calls by sending...
Highly Integrated With A Risk Of Lock-In
Microsoft looks to strike three very familiar chords with the release of Office 2013: mobile, social, and cloud. Each has become table stakes for enterprise software, and in order for Microsoft to...

Strategic Plan: The Contact Centers For Customer Service Playbook
As more enterprises develop organizational and operational structures to better manage customer experience, they need to drive this down into contact center architectural design. Today's challenge is...


Road Map: The Contact Centers For Customer Service Playbook
This report outlines the road map planning of Forrester's solution for applications development and delivery (AD&D) professionals working in customer service. For most industries, a large percentage...

I&O Teams Can Take A More Active Role In Driving User Adoption By Avoiding Six Common UC Deployment Pitfalls
The value of unified communications (UC) increases when users have the reassurance that they can collaborate across the enterprise. For many infrastructure and operations (I&O) professionals who are...
We are looking for telephony advice (including IVR/ACD) and direction. To that end, what are some of the things we ought to bear in mind when implementing a customer service operation? We would like...
Due to the disparate nature of unified communications components (voice, video, IM, conferencing), enterprises quite frequently lack the process to develop a comprehensive UC road map. The industry...
The Challenges And Benefits Of Supporting Work-At-Home Agents
Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they now...
Could you please provide some guidance on how to select a vendor to do an IVR implementation?

Complete This Self-Assessment Before Making Outsourcing Or Technology Upgrade Decisions
Today's application development and delivery professionals who support contact centers face new realities since we introduced this report in 2007. Today, the rising focus on improving the entire...

Navigating the complex contact center solution landscape continues to be challenging, particularly in light of the rapid rise of social computing, mobility, and voice of the customer initiatives...

The Growing Maturity Of Cloud Computing Influences More Contact Center Applications Decisions
Contact center applications that manage real-time interactions have been available as a hosted or cloud service for more than 20 years. Initially, the term used was Centrex ACD, and the technology...

Landscape: The Contact Centers For Customer Service Playbook
Locking in customer loyalty via deeper engagement and differentiated experiences will continue to be critical priorities for organizations in all sectors in the decade ahead. But navigating the...

Vision: The Communications And Collaboration Infrastructure Playbook
Increasing consumerization of IT and advances in both cloud technologies and deployment models tremendously affect the enterprise not simply on how we communicate but where, when, and on what kind of...
What are priorities – low, medium, and high – for setting up a five-year contact center road map, specifically workforce management and call recording?
How To Manage Public UC Based On Skype And Mitigate Risk
Infrastructure and operations (I&O) professionals who manage unified communications (UC) must decide how to incorporate public connections based on Skype software. HEROes in today's enterprises...
We are moving to a new IPT infrastructure with 6,000 seats and want to know how long a migration of this size typically takes. What is a reasonable time frame to expect delivery from our vendor?
Strategic Plan: Communications And Collaboration Infrastructure Playbook
This report outlines Forrester's solution for IT infrastructure and operations (I&O) leaders developing a communications and collaboration infrastructure (CCI) strategic plan. Developing such a plan...
How are my peers managing the costs of VoIP?
Despite Budget Pressures, Infrastructure And Operations Professionals Are Driving A Wide Array Of Contact Center Upgrades
The uncertain world economic outlook makes firms reluctant to hire new workers. Thus, it's no surprise that infrastructure and operations (I&O) pros are keen to invest in contact center upgrades to...
I&O Professionals Need To Explore SIP Trunking, But Consider Application, Security, And Interoperability Costs When Calculating ROI
The communications industry continues on its path to packetizing real-time communications managed by session initiation protocol (SIP). As a result, SIP trunking is a key component that connects...