http://www.forrester.com/ Forrester is an independent technology research company that provides pragmatic and forward-thinking advice about technology's impact on business. en-us 1 2 3 4 5 6 7 8 9 120 http://www.forrester.com/imagesV2/affiliates/logos/forrester.gif http://www.forrester.com/ http://www.forrester.com/go?docid=61276&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-5 Interactive channels continue to prove their worth for revenue generation and customer engagement, but the growing complexity and volume of digital interactions cause analytics challenges. Traditional techniques such as web analytics were not designed for the breadth of channels, devices, and speed that fuel today's digital interactions. The underlying design of web analytics is fundamentally inadequate to accommodate emerging channels, sophisticated consumers, technical challenges, and the democratization of analytics within data-driven enterprises. Because subpar analytics put customer relationships at risk, Forrester is redefining the modern practice of web analytics as "digital intelligence." This new approach to analytics brings a set of expanded requirements and calls on firms to consider their technology frameworks, organizational structures, metrics, and optimization practices. Customer Intelligence Fri, 10 Feb 2012 05:00:00 GMT "Joe Stanhope" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61276&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-5 http://www.forrester.com/go?docid=60345&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-15 Large consumer-facing companies often have some mix of multiple layers of marketing: corporate, divisional, brand, regional, country . . . These layers are configured in different ways in different companies, and within the same company, the structure and roles fluctuate over time. While there is no single right way to organize marketing, this report will help delineate the role of the corporate CMO as a driver of business growth. Marketing & Advertising Fri, 10 Feb 2012 05:00:00 GMT "Mary Beth Kemp" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=60345&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-15 http://www.forrester.com/go?docid=60883&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester applied its Website Functionality Benchmark methodology to the transactional sites provided by five Australian companies: Dick Smith, Harvey Norman, JB Hi-Fi, Kogan, and The Good Guys. The testing showed that these sites have considerable room for improvement, though Dick Smith, Harvey Norman, and The Good Guys deserve recognition for covering core search and navigation tactics; Dick Smith had the best checkout process in the review set; and all retailers stood out for best practice in at least one area. To move forward, each retailer should settle on a clear vision for the future that is well differentiated and creates value for its most profitable customers. From there, the company should test continuously while deploying key features to support that vision. Customer Experience Packaged Applications eBusiness/eCommerce Consumer Technology Retail Fri, 10 Feb 2012 05:00:00 GMT "Steven Noble" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=60883&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 http://www.forrester.com/go?docid=57261&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-17 Telcos can grow their revenue base beyond access and transport to offer a range of wholesale services that many cloud service providers (CSPs) may lack the ability or skills to build themselves. Telcos must tread cautiously into the cloud market, seeking to serve this rapidly growing market with reliable and scalable infrastructure tuned to meet CSPs' specific requirements. Positioned as wholesalers of enabling infrastructure (i.e., not selling directly to enterprise or individual end users), telcos will augment CSPs' service differentiation with capabilities ranging from naked colocation space and managed network capacity to fully managed and secured platforms. This path to incremental revenue for telcos leverages their network heritage, but it also requires them to stay in the background — as wholesalers — rather than attempt to own the end customer service relationship. Application Development IT Infrastructure & Operations IT Services Networking Sales, Marketing, & Product Strategy Telecommunications Services High-Tech Thu, 09 Feb 2012 05:00:00 GMT "Henry Dewing" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=57261&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-17 http://www.forrester.com/go?docid=61475&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 Talk of "the year of mobile" is not only passé but also irrelevant. The disruptive forces of mobile arrived more than two years ago and will fundamentally change businesses in the decades to come. That's why — when we revisited 2011 mobile trends — we found that many, if not all of them, are still evolving and relevant. Mobile is generating both substantial web traffic and revenue for consumer-facing companies. While mobile is maturing as a technology, touchpoint, and medium, it is far from mature. The speed of change is challenging companies to rethink resource allocation, organizational structures, and internal processes ranging from development methodologies to key performance metrics. This report helps eBusiness and channel strategy professionals understand the most important trends that will affect their businesses this year. eBusiness/eCommerce Financial Services Thu, 09 Feb 2012 05:00:00 GMT "Julie A. Ask, Thomas Husson" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61475&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 http://www.forrester.com/go?docid=59007&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-24 Talk of "the year of mobile" is not only passé but also irrelevant. The disruptive forces of mobile arrived more than two years ago and will fundamentally change businesses in the decades to come. That's why — when we revisited 2011 mobile trends — we found that many, if not all of them, are still evolving and relevant. Mobile is generating both substantial web traffic and revenue for consumer-facing companies. While mobile is maturing as a technology, touchpoint, and medium, it is far from mature. The speed of change is challenging companies to rethink resource allocation, organizational structures, and internal processes ranging from development methodologies to key performance metrics. This report helps consumer product strategy professionals understand the most important trends that will affect their businesses this year. Sales, Marketing, & Product Strategy eBusiness/eCommerce Financial Services Thu, 09 Feb 2012 05:00:00 GMT "Thomas Husson, Julie A. Ask" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=59007&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-24 http://www.forrester.com/go?docid=60517&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-19 True to our "SMB phoenix" characterization, small to medium-size businesses (SMBs) are proving to be aggressive adopters of network and communications technologies and services. No longer can SMBs be considered laggards, compared with large enterprises, as exemplified by SMBs' advanced understanding, implementation, and interest in unified communications; although their motivations and business drivers for networking and communications technology adoption remain unique. Enterprise Mobility IT Spending & Budgeting Networking Telecommunications Services High-Tech Wed, 08 Feb 2012 05:00:00 GMT "Tim Harmon" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=60517&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-19 http://www.forrester.com/go?docid=61043&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-6 This report outlines the business and IT impact of Forrester's solution for application development and delivery (AD&D) executives looking to implement Agile and Lean. It is designed to help AD&D execs prepare for Agile and Lean. How do you quantify the business impact of adopting or expanding the use of Agile? From technical debt to software econometrics, IT organizations struggle to articulate value. Business impact is the make-or-break justification criterion for virtually all IT activity today; newcomers to Agile need to justify adoption and business participation in terms that make business sense, and even firms with several successful Agile efforts under their belts have to justify the change and investment required to scale Agile to the next level. Application Development IT Spending & Budgeting Wed, 08 Feb 2012 05:00:00 GMT "Diego Lo Giudice" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61043&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-6 http://www.forrester.com/go?docid=61256&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-4 More people own smartphones than ever before and they're using them more often too. This makes a mobile marketing strategy crucial for any interactive marketer. Yet today we find that although mobile budgets are beginning to increase, the majority of interactive marketers are just starting to experiment, and many still treat mobile phones as mini-PCs. This report explains how marketers at each phase of mobile marketing evolution should craft successful mobile campaigns by hewing to three key principles: immediacy, simplicity, and context. Marketing & Advertising eBusiness/eCommerce Tue, 07 Feb 2012 05:00:00 GMT "Melissa Parrish" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61256&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-4 http://www.forrester.com/go?docid=61347&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-11 Infrastructure and operations (I&O) professionals who manage unified communications (UC) must decide how to incorporate public connections based on Skype software. HEROes in today's enterprises routinely take technology into their own hands to solve customer problems. Thus, these empowered employees won't tolerate the barriers to collaborating with external parties that internally deployed UC systems often impose. So what should I&O professionals do? In this report, we lay out four potential approaches to Skype in the enterprise. Information & Knowledge Management Networking Telecommunications Services Tue, 07 Feb 2012 05:00:00 GMT "Art Schoeller" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61347&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-11 http://www.forrester.com/go?docid=61438&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-4 As social TV continues to grow, so does the number of questions that clients ask Forrester about it. One crucial piece of this multiscreen puzzle: How can marketers ensure that their second screen messaging is synchronized to what consumers are watching on the television screen? The most promising solution: audio fingerprinting. This document explains what it is, why it matters for social TV, who the players are, and what marketers should do about it. Marketing & Advertising Consumer Technology Media & Entertainment Tue, 07 Feb 2012 05:00:00 GMT "Elizabeth Shaw" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61438&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-4 http://www.forrester.com/go?docid=61241&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 As four of the largest and arguably most currently influential technology companies — Google, Amazon.com, Apple, and Facebook — continue to exhibit ambitious tendencies to capture consumer information and transaction data, eBusiness executives are left to ponder the impact of these players on their day-to-day businesses. These companies collectively have a market capitalization of more than $700 billion and are increasingly viewed as the gateways to Internet traffic. Their impact on eBusiness ranges from interesting and innocuous forays into commerce to disruptive forces that must be approached with circumspection. Customer Experience eBusiness/eCommerce Consumer Technology Retail Tue, 07 Feb 2012 05:00:00 GMT "Sucharita Mulpuru" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61241&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 http://www.forrester.com/go?docid=60923&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 Retailers are ditching the term multichannel. Instead, in the era of agile commerce, they talk about delivering a "buy anywhere, fulfill anywhere" experience to their customers. In pursuit of this vision, eBusiness leaders' and their peers' in-store operations are embarking on an aligned journey to digitize the in-store experience by empowering customers and sales associates alike with best-in-class mobile and interactive technologies. The business case for this investment is twofold: First to prevent the loss of in-store sales, and second to create an endless aisle where stores can capture sales for items beyond those on the shelf. This report will help eBusiness professionals identify best-of-breed in-store digital experiences and the technology behind them, as well as understand their role in building out these experiences. Enterprise Mobility IT Infrastructure & Operations eBusiness/eCommerce Retail Tue, 07 Feb 2012 05:00:00 GMT "Peter Sheldon" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=60923&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-23 http://www.forrester.com/go?docid=61571&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-11 IT service management (ITSM) has swept the IT infrastructure and operations (I&O) role over the past half decade or so. But gone are the days ruled by the technology illuminati. The future of ITSM is a world that relentlessly focuses on just the right portfolio of services. It is obsessive about the customer. It expands far beyond the traditional ITIL walls of the I&O organization. And automation will irreversibly alter the skills and organizational structure. This report examines the definition of a service; the importance of standard processes; the impact of automation; the implications on skills, organizational structure, and collaboration across the enterprise; and continual service improvement. IT Infrastructure & Operations Mon, 06 Feb 2012 05:00:00 GMT "Glenn O'Donnell" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61571&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-11 http://www.forrester.com/rb/teleconference/asia_pacific_tech_market_outlook_for_2012/q/id/8351/t/1 This teleconference presents Forrester's in-depth review of the Asia Pacific Market for 2012, with discussion of the tech markets in Australia, China, India, Japan, South Korea, countries in the Association of Southeast Asian Nations (ASEAN), and Hong Kong and Taiwan. Client Systems IT Infrastructure & Operations IT Services IT Spending & Budgeting Networking Packaged Applications Server Platforms Mon, 06 Feb 2012 05:00:00 GMT "Andrew Bartels, Frederic Giron" <resourcecenter@forrester.com> http://www.forrester.com/rb/teleconference/asia_pacific_tech_market_outlook_for_2012/q/id/8351/t/1 http://www.forrester.com/go?docid=61272&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-11 Early in 2011, Forrester made a series of predictions about the future of infrastructure-as-a-service (IaaS) cloud for that year. With 2012 now upon us, it's time to evaluate last year's predictions and introduce new prognostications. In 2012, Forrester predicts that cloud computing will move out of the shadows and become a mainstream technology that IT must proactively manage. This means big changes in the test and development process, business intelligence, and corporate governance. Infrastructure and operations (I&O) might have gotten away with blocking public cloud service consumption on the grounds of immaturity or security in the past, but those arguments won't hold in 2012. I&O leaders should start the year with policies and procedures in place and must get involved in the consumption of these services. And no, your private cloud alone won't be good enough. IT Infrastructure & Operations IT Services IT Spending & Budgeting Telecommunications Services Consumer Industries Education Financial Services Government Healthcare & Life Sciences Manufacturing Media & Entertainment Professional Services Retail Transportation & Logistics Fri, 03 Feb 2012 05:00:00 GMT "James Staten, Lauren E Nelson" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61272&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-11 http://www.forrester.com/go?docid=57314&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-2 The strong authentication landscape has undergone tremendous churn in recent years as new mobile-fueled technologies have come online and as RSA, the premier vendor of hardware one-time password (OTP) tokens, experienced a breach. These disruptive trends, along with updated authentication guidance from the US Federal Financial Institutions Examination Council (FFIEC), have driven many clients to ask us which strong authentication methods can meet all of their compliance, risk, cost, and usability requirements. Hard tokens and smartcards remain effective in managing high risk — but their appeal is becoming more selective compared with software OTP tokens and OTPs sent by text message. This report helps technology planners in security take users' newly favored devices, apps, and communications channels into account in designing a mix-and-match strategy for strong authentication. Packaged Applications Security & Risk Sourcing & Procurement Fri, 03 Feb 2012 05:00:00 GMT "Eve Maler, Andras Cser" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=57314&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-2 http://www.forrester.com/go?docid=61125&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-17 Exploiting cloud computing growth opportunities in Asia Pacific requires insights into future cloud market size, growth dynamics, adoption trends, and demand drivers, all of which vary widely across different markets within the region. Based on Forrester's previously published cloud market taxonomy, we provide forecasts and guidance on seven distinct cloud market segments across five key markets in Asia Pacific for 2010 to 2020. In this report, we focus specifically on the public cloud and virtual private cloud markets. We will cover forecasts and analysis of the private cloud market in Asia Pacific in subsequent research. Vendor strategists can use this report to validate internal estimates and guide strategy and planning in the key cloud computing markets and segments across Asia Pacific. Application Development IT Infrastructure & Operations IT Services IT Spending & Budgeting Fri, 03 Feb 2012 05:00:00 GMT "Michael Barnes" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61125&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-17 http://www.forrester.com/go?docid=61198&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-4 US financial services interactive marketing spend will more than double by 2016 but won't grow its investments in every channel at the same pace. This brief report breaks down the increase by channel and highlights what interactive marketers at financial services firms must do to ensure they engage the next generation of digital customers. Marketing & Advertising Financial Services Thu, 02 Feb 2012 05:00:00 GMT "Shar VanBoskirk" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=61198&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-4 http://www.forrester.com/go?docid=60755&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-6 In Forrester's 15-criteria evaluation of enterprise Hadoop solution providers, we found that in the Leaders category, Amazon Web Services led the pack due to its proven, feature-rich Elastic MapReduce subscription service; IBM and EMC Greenplum offer Hadoop solutions within strong EDW portfolios; MapR and Cloudera impress with best-of-breed enterprise-grade distributions; and Hortonworks offers an impressive Hadoop professional services portfolio. Strong Performer Pentaho provides an impressive Hadoop data integration tool. Of the Contenders, DataStax provides a Hadoop platform for real-time, distributed, transactional deployments; Datameer has a user-friendly Hadoop/MapReduce modeling tool; Platform Computing and Zettaset offer best-of-breed Hadoop cluster management tools; and Outerthought has optimized its Hadoop platform for high-volume search and indexing. HStreaming is a Risky Bet with a solution that is strong in real-time Hadoop. Information & Knowledge Management Packaged Applications Sourcing & Procurement Thu, 02 Feb 2012 05:00:00 GMT "James G. Kobielus" <resourcecenter@forrester.com> http://www.forrester.com/go?docid=60755&src=RSS_CustomFeed&cm_mmc=Forrester-_-RSS-_-Document-_-6