Forrester

For CIO Professionals

Report:Build Your Mobile Engagement Strategy

Strategic Plan: The CIO's Mobile Engagement Playbook

Mobile technology is rapidly evolving as a means for organizations to deliver new customer experiences, enhance customer value, and improve employee productivity. When combined with social, cloud,...

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For CIO Professionals

Report:Beyond Alignment: Readiness Assessment

Assessment Framework: The BT Strategic Planning Playbook

  Putting in place Forrester's BT strategy framework requires a business-savvy IT team to support and work with the business-unit leadership teams. It also requires the IT team to have...

• Downloads: 29

For Chief Information Officer Professionals

Blog:Can Twitter be used for community discussion? Nestivity believes it can.

For many, Twitter is a great way to find out what’s happening in the world but not the first place they would turn to drive a meaningful discussion with a group of colleagues or customers....

For Chief Information Officer Professionals

Blog:2013: The Year Of Digital Business

While Social Business continued to evolve in 2012, 2013 will see the emergence of digital business as a new strategic theme for many firms. What's driving this shift and what does it...

For CIO Professionals

Report:Benchmark The Use Of Your Social Business And Collaboration Systems

Benchmarks: The Social Business And Collaboration Playbook

Social business and collaboration (SBC) takes place independently of any specific technology, tool, or service. For example, employees constantly meet to choose how to adjust plans; customers...

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For Chief Information Officer Professionals

Blog:Which Social Metrics Have Value?

For social media evangelists, the question on everyone's mind is this: "How do we effectively measure the business value of social initiatives?"    Even when we get close,...

For CIO Professionals

Report:Social Ecosystem Maturity Assessment Model

The Social Ecosystem Maturity Assessment is presented in conjunction with the research report "Benchmark The Use Of Your Social Business And Collaboration Systems," which explains more fully how CIOs...

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For Chief Information Officer Professionals

Blog:Amy’s Baking Company Social Media Meltdown: The ABCs Of Social Media

Of the many questions I get from clients, many center on the use of social media for customer engagement purposes — because sometimes IT staff are asked to block employees from using social...

For Chief Information Officer Professionals

Blog:Winning The Customer Experience Game (Part 2)

It may come as a surprise to some to hear that technology teams play an important role in the implementation of an effective customer experience strategy, but that's the conclusion from our...

For Chief Information Officer Professionals

Blog:The Gamification Of Business

The most engaging, most entertaining, and most stimulating presentation of IBM Connect 2013 came on the third day at the end of the opening session. I'm ashamed to admit that I didn't know...

For Chief Information Officer Professionals

Blog:Chasing KPIs That Matter

Is there a fundamental problem in today’s IT? I believe there is, and it’s this: IT decision-makers are too often focused on the wrong things. In a recent study, Forrester examined...

For Chief Information Officer Professionals

Blog:Capability-As-A-Service And What It Means For Technology Vendor Strategy

In my last post, I wrote about the evolving need for big business to source generic capabilities from business partners/vendors. This shift provides an enormous opportunity as well as a threat for...

For Chief Information Officer Professionals

Blog:Four Steps Toward Reducing IT Complexity And Improving Strategy

Many CIOs are caught in the middle — stuck between competing demands from the CFO to reduce costs and from the CEO to increase innovation. In fact this is a topic which often comes up in our...

For Chief Information Officer Professionals

Blog:Winning The Customer Experience Game

We all hear and read stories of terrible customer experiences; like me, you probably have had your own share of bad experiences. And social media has made it possible for these bad experiences to be...

For CIO Professionals

Report:Winning The Customer Experience Game

Best Practices For CIOs

Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the...

• Downloads: 141

For Chief Information Officer Professionals

Blog:Sourcing Capabilities: What Big Business Can Learn From Startups

It's been clear for years now that small business startups don't build massive IT departments and big operations teams. Instead they focus on the capabilities which truly differentiate them...