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

Road Map: The Service Management And Automation Playbook
This report outlines Forrester's solution to help IT infrastructure and operations (I&O) leaders develop their road map of service management and automation processes (SMA) using Forrester's...

Tech-Empowered Staff Members Innovate While Enterprise Technology Manages The Risk
Your employees — like your customers — have more power than ever before. Mobile, social, video, and cloud technologies give individuals tremendous access to information and resources....
Road Map: The Governance, Risk, And Compliance Playbook
The governance, risk management, and compliance (GRC) technology market is one of fluctuation, confusion, and contention. Many technologies relevant for governance, risk management, and compliance...

Software-As-A-Service Still Growing, Taking Over In More Areas Of Technology
As software-as-a-service (SaaS) becomes increasingly important to firms' application strategies, sourcing and vendor management (SVM) professionals are taking ownership of the research, purchasing,...
This template is intended to provide a starting point for thinking about sections to include in an RFP for software asset management (SAM) solutions. This template should be viewed as an...
Business Case: The Customer Loyalty Playbook
Loyalty technologies play a central role in the execution and differentiation of customer loyalty programs and, more specifically, in driving consumer participation in a program across channels...
