Forrester

For Customer Experience Professionals

Report:The Customer Experience Index, 2011

Consumers Rate The Customer Experience Across 153 Large US Brands

To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...

• Downloads: 2601

For CIO Professionals

Report:Master 10 Trends For Your Cloud Journey

Road Map: The Cloud Computing Playbook

Early in 2011, Forrester made a series of predictions about the future of cloud computing for that year. With 2012 now upon us, it's time to evaluate last year's predictions and introduce new...

• Downloads: 2288
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For Sourcing & Vendor Management Professionals

Report:Cloud Orchestration Models

Service Providers Offer New Models To Address Emerging Buyer Needs For Cloud

Forrester recently interviewed leading services providers around their offerings built for XaaS technologies (i.e., software-as-a-service, platform-as-a-service, and testing-as-a-service). We also...

• Downloads: 1579

For Enterprise Architecture Professionals

Report:Identify Essential Methods For Your Business Architecture Program

Processes: The Business Architecture Playbook

Business architecture (BA) is the practice through which an organization adds analytical rigor to the planning and decision-making surrounding change. Whether changes are driven by competitive...

• Downloads: 557
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For CIO Professionals

Report:The Road To Social Business Transformation Starts With A Burning Platform

Road Map: The Social Business And Collaboration Playbook

Social business technology can transform the way employees work by eliminating barriers to collaboration, improving customer engagement, and accelerating the flow of information and ideas. But even...

• Downloads: 642
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For Security & Risk Professionals

Report:Compliance With Clouds: Caveat Emptor

Today's organizations face aggressive cost-cutting and efficiency pressures that drive businesses to consider cloud sourcing solutions. While the many properties of cloud services, such as...

• Downloads: 1207

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2235
• Comments: 2
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For Customer Experience Professionals

Report:Consumers Toe-Dip In Health-Related Social Media

Health plans are looking for new ways to connect with consumers, including via social media. But plans worry about consumer engagement levels with these new platforms. Forrester asked consumers about...

• Downloads: 513

For Infrastructure & Operations Professionals

Report:Case Study: Sanofi's Successful I&O Transformation Approach

A Blueprint On How To Transform People, Process, And Technology Elements To Proactively Address Increasingly Complex Markets

In 2010, Sanofi, a large multinational in the healthcare market, embarked on a business transformation in response to increasing market complexity. Similar market complexities are affecting most...

• Downloads: 217
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For Customer Experience Professionals

Report:Case Study: Regence Uses Chat To Boost Customer Satisfaction

What Customer Experience Professionals At Other Firms Can Learn

Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

• Downloads: 472

For CIO Professionals

Report:Turkey Public Sector Market Analysis

This document provides a comprehensive background of the dynamics in the public sector market in Turkey. This analysis will allow vendor strategists to address market opportunities in Turkey more...

• Downloads: 34
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For CIO Professionals

Report:Kenya IT Opportunity 2010

This document highlights the dynamics of the IT market in the African country of Kenya, discusses the economic conditions prevailing in the country, and provides a systematic analysis of key IT...

• Downloads: 31
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Online Benchmark Recontact Survey, Q3 2011 (US, Canada)

Forrester conducted an online survey fielded in August 2011 of 37,350 US and Canadian online adults ages 18 to 88. For results based on a randomly chosen sample of this size (N = 37,350), there is...

For Security & Risk Professionals

Report:Japan Cloud Computing 2010: End User Adoption Trends

This document provides an overview of cloud computing end user adoption trends in Japan for vendor strategists. The report is based on findings from a cloud computing survey targeting Japanese...

• Downloads: 32

For Security & Risk Professionals

Report:Smart Computing Fuels Biometrics Growth

How Biometrics Enable Smart Computing Solutions

Biometrics is already a growing market today in a variety of applications. Smart Computing will help to fuel biometrics growth as smart applications call for a greater level of security and...

• Downloads: 516

For Security & Risk Professionals

Report:Securing Smart City Infrastructure

What Security Professionals Need To Know Today About Smart City Initiatives

With the promise of improved citizen services and more efficient use of scarce resources, the smart city trend is picking up momentum across the globe. A "smart city" integrates technology with...

• Downloads: 782

For CIO Professionals

Report:Ethiopia IT Opportunity 2010

This document highlights the dynamics of the IT market in the African country of Ethiopia, discusses the economic conditions prevailing in the country, and provides a systematic analysis of key IT...

• Downloads: 14
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For Customer Experience Professionals

Client Inquiry:Can You Please Direct Me To Some Reports On Healthcare Institutes Of Quality/Excellence?

Could you direct me to any reports on healthcare institutes of quality/excellence and sites of service for procedures that will allow members to experience a lower cost through steerage to particular...

For eBusiness & Channel Strategy Professionals

Tool:Limited Mobile Expertise And Technology Concerns Worry eBusiness Managers

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Customer Experience Online Survey, Q4 2010 (US)

Forrester conducted an online survey fielded in November 2010 of 7,728 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 7,728), there is 95% confidence...

For Marketing Leadership Professionals

Report:Innovate Interactive Healthcare Marketing Without Rocking The Boat

Online healthcare marketing is a big opportunity; while interactive spending will grow rapidly over the next four years, the overall industry remains conservative in spend and innovation. Digital...

• Downloads: 568
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For CIO Professionals

Report:Cloud Computing In Asia Pacific 2010: End User Adoption Trends

This document provides an overview of cloud computing in Asia Pacific excluding Japan (APEJ) for vendor strategists. Survey data was gathered from over 470 interviews with CIOs, IT managers, and top...

• Downloads: 30

For CMO Professionals

Report:Bigger B2B Marketing Budgets Come With Great Expectations

Use The Forrester Marketing Flywheel To Assess Budget Allocation

After several years of making cuts, B2B marketing leaders have larger budgets in 2011, but they come with a catch: more scrutiny and greater expectations for results. Budgeting is no longer an annual...

• Downloads: 710

For eBusiness & Channel Strategy Professionals

Tool:eBusiness Teams Have More Than Five Employees, On Average, Dedicated To Mobile

For Customer Experience Professionals

Tool:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score