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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.

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...

Road Map: The Identity And Access Management Playbook
This report outlines Forrester's solution to help security and risk (S&R) leaders develop their road map of IAM processes using Forrester's TechRadar™ methodology. The extended enterprise...

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...

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...
Maturity, Acquisitions, And Enterprise Experience Drive Cloud Use Forward
With interest in and priority for investment in cloud rising, concern and challenges remain regarding what is (and isn't) a cloud computing service and which options are safe, mature choices. To help...

I/O Virtualization Enters Its Growth Phase
Every major category of IT infrastructure has been endowed with some virtualization capability. Although virtualization can make your IT environment more cost-effective and agile, the underlying...
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...
