Phil Murphy

VP, Principal Analyst serving Application Development & Delivery PROFESSIONALS

Phil serves Application Development & Delivery Professionals by helping them streamline and modernize their application portfolios and transition their application strategies, organizational structures, and sourcing approaches for the age of the customer (AoC). AoC represents the cumulative effect of today's hottest business technology (BT) trends — mobile, customer experience, cloud, and big data. AoC forces will drive BT professionals to rationalize, modernize, and better manage their application portfolios to help business leaders thrive in this new, highly competitive, and customer-focused landscape.

Phil's research is targeted at application professionals, but it also draws substantial interest from enterprise architects, CIOs, and other BT professionals.

Previous Work Experience

Phil's IT career began in 1982 and he has held positions with: the Commonwealth of Massachusetts (consultant); Boston University (application developer); and Cullinet Software, where he developed commercial ERP applications and consulted with Cullinet's customer base before being promoted to MIS director. When CA bought Cullinet in 1989, Phil joined insurance company startup Arbella Mutual Insurance as director of applications, working with a management team to create an IT department and implement its initial applications/operating environment. In 1992, Phil accepted a director-level position with the National Council on Compensation Insurance (NCCI), where he directed a team that developed and distributed commercial software, implemented packaged financial applications, and rolled out the nation's first Internet-based information service to the worker's compensation insurance industry. Phil held the top management position in NCCI's $26 million Y2K program office — leveraging offshore programming resources to remediate applications and onsite staff to execute Y2K testing, effectively creating a round-the-clock remediation process.

Phil joined Giga Information Group in 1997 as an industry analyst, covering the Y2K phenomenon, and he was promoted to the position of managing director of research for its e-practices group in 2000. Since Forrester bought Giga in 2003, Phil has been bringing his broad technical and managerial experience to bear on application and IT management topics that concern Forrester's diverse client base.

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    • For eBusiness & Channel Strategy Professionals

      Blog:Southwest: I'm ready for my close-up Mr. Kelly

      In a report I wrote earlier this year called "Travel Blogs: Aligning Marketing Objectives with Blog Strategy", I talked about the potential of corporate blogs as a branding opportunity and the...

      • For eBusiness & Channel Strategy Professionals

        Blog:Kayak and American Airlines part ways

        Kayak has pulled AA fares from its website. Or AA has withdrawn itself from Kayak. Depending on which headlines you read. American Airlines and Kayak disagreed about how AA fares would be displayed...

        • For Sourcing & Vendor Management Professionals

          Report:Market Overview: Value-Added Resellers

          A Buyer's Guide To The Evolving Software Reseller Landscape

          For years, Forrester has followed a changing landscape in the software value-added reseller (VAR) market. An increase in direct selling by original equipment manufacturers (OEMs), a diminishing role...

          • Downloads: 202
        • For eBusiness & Channel Strategy Professionals

          Charts & Figures:Berliner Sparkasse And Caja Madrid Provide Dedicated Product Information Pages

        • For Customer Insights Professionals

          Blog:Survey: What Are Your Measurement Priorities For 2010?

          First: Take our survey on marketing measurement and receive a free piece of research for your effort. Second: Some background. It's that time of year! Time to make lists of what went well and...

          • For Infrastructure & Operations Professionals

            Blog:Microsoft's New Surface Makes A Strong Case For Device Consolidation

            Yesterday, Microsoft released the Surface Pro 3, a 12" touchscreen device billed as "the tablet that can replace your laptop." Sporting some hard-core computing bona fides (including Intel processors...

            • For eBusiness & Channel Strategy Professionals

              Charts & Figures:Berliner Sparkasse And Caja Madrid Provide Dedicated Product Information Pages

            • For Counterintuitive CEO Professionals

              Blog:Perspective On Zuckerberg

              Quickly: Mark Zuckerberg's skills as a CEO are overrated. Content: What can Mark Zuckerberg, CEO of Facebook, teach other CEOs? Not very much. To date, he is a one-trick pony -- a leader who has...

              • For Customer Insights Professionals

                Blog:What Makes A Standard?

                [Posted by John Lovett] Follow Me on  Something rather amazing happened yesterday in the Web Analytics realm that was enabled by social media. A longstanding conversation regarding all...

                • For Application Development & Delivery Professionals

                  Report:Market Overview: Web Content Management Systems

                  Solutions For Delivering Digital Customer Experiences, Informational Websites, And Intranets

                  The relevance of web content management (WCM) has never been higher as businesses and brands leverage this technology to support their multichannel digital customer experiences. The WCM market...

                  • Downloads: 490
                • For Customer Insights Professionals

                  Blog:The Social Intelligence Landscape

                  Less than a year ago we published the Listening Platform Landscape report, laying out the evolution of social media monitoring. That research continues to drive many client inquiries today, but in...

                  • For eBusiness & Channel Strategy Professionals

                    Report:Online Bill Pay 2007: Understanding The Mindset Of Holdouts, Fence-Sitters, And Quitters

                    Just 35% of online consumers pay bills at their bank or credit union's Web site. What about the rest? Citing a preference for check writing and the need for paper bills for record keeping, 71% of...

                    • Downloads: 693
                  • For Chief Information Officer Professionals

                    Blog:Nearly Half Of Indian CMOs Are In Search Of New Digital Vendors

                    I have recently published a report and series of blog posts highlighting CMO tech spending trends in India and what these trends mean to CIOs in the country. In this post, I will touch upon the...

                    • For eBusiness & Channel Strategy Professionals

                      Charts & Figures:Nordea's iPhone App's Loan Calculator Promotes Different Types Of Personal Loans

                    • For Infrastructure & Operations Professionals

                      Blog:Vote For Forrester's IT Forum 2011 Theme

                      ------------------------------- Update: The polls are officially closed. We're now in the process of tallying the votes, so stay tuned for the winning theme. Thanks to everyone that voted and...

                      • For Vendor Strategy Professionals

                        Blog:Facebook And Skype — It’s About The Engagement

                        I am starting a report looking at the social capabilities that will be of use to business and how those integrate (or don’t) with existing unified communications and collaborations solutions...

                        • For Customer Insights Professionals

                          Blog:Is Neuromarketing On Your Roadmap?

                          [Posted by John Lovett] Follow Me on  So I was sitting on the beach with my family recently when one of those planes trailing a banner passed overhead. I didn’t think too much of it, but...

                          • For CMO Professionals

                            Report:The Convergence Of Brand, Customer Experience, And Marketing

                            CMOs Must Define The Brand/Customer Experience Relationship To Fuel Business Success

                            The line between the brand, marketing, and customer experience (CX) disciplines has blurred as people gain access to companies and products on their own terms. This requires an explicit architecture...

                            • Downloads: 743
                          • For Customer Insights Professionals

                            Blog:New Data On Dashboards

                            Happy Thanksgiving! I certainly have a lot to be thankful for: After a longer-than-usual dryspell, I have two new reports out in my new space. A case study on measuring engagement, and a data-driven...

                            • For Customer Experience Professionals

                              Report:Females Are More Satisfied With B2B Sites

                              The Online Satisfaction Of Genders And Generations At Work

                              We examined the satisfaction rates and online behaviors of B2B Web users from five generations: Gen Yers, Gen Xers, Younger Boomers, Older Boomers, and Seniors. Employees working online are generally...

                              • Downloads: 197
                            • For CIO Professionals

                              Webinar:Recruiting IT Talent

                              To register please contact Client Support at 617/613-5730 or 1-866-Forrester. Online registration for this teleconference is now closed.DescriptionThe job market has heated up — signaling that the...

                              • Downloads: 151
                            • For Sourcing & Vendor Management Professionals

                              Blog:Telstra's Creative Use Of Bandwidth Raises Its Customer Experience Game

                              Have you ever wondered if your home broadband is being effectively utilized? What if you could squeeze more out of your data allowance when outside your home? Telstra may have cracked this problem in...

                              • For eBusiness & Channel Strategy Professionals

                                Charts & Figures:Crédit Mutuel And Chase Let Customers Receive Personal Messages

                              • For Customer Experience Professionals

                                Blog:iPhone Versus Droid: A Personal Perspective

                                I’ve been meaning to write about this topic for a while. What got me past the tipping point was receiving yet another in the series of hilarious videos in the iPhone versus Evo wars. (I love...

                                • For Infrastructure & Operations Professionals

                                  Blog:It's Time For Mass-Customized Clothing And Apparel Products

                                  Calling all product strategists at big name clothing and apparel companies: If you work at the likes of Gap, Macy's, Nordstrom, or American Eagle Outfitters, we at Forrester think you are...

                                  • For CIO Professionals

                                    Report:Presenting IT To The Board Of Directors

                                    IT executives are occasionally asked to present to the highest level of enterprise oversight, the board of directors, usually at the recommendation and invitation of the CEO. A board presentation is...

                                    • Downloads: 7