Forrester

For Customer Experience Professionals

Report:How To Map Your Customer Experience Ecosystem

Assessment: The Customer Experience Ecosystem Playbook

Customer interactions are shaped by a complex set of interdependencies that Forrester calls the customer experience ecosystem. In order to make significant and long-lasting customer experience...

• Downloads: 543

For Customer Experience Professionals

Report:Adapt Business Process Improvement For Customer Experience

Continuous Improvement: The Customer Experience Ecosystem Playbook

Firms that seek to differentiate based on customer experience must transform the way their companies operate. Customer experience professionals have the tools required to guide this transformation,...

• Downloads: 402
• Rating:

For Enterprise Architecture Professionals

Report:Focus On Customers And Business Architecture For Greater Business Process Maturity

Results From The Forrester/IQPC Survey Of Business Process Pros

Over the past decade, business process transformation and continuous improvement initiatives have gained strategic traction. Despite C-suite attention, most organizations still fall relatively low on...

• Downloads: 752

For Enterprise Architecture Professionals

Report:Lean, Six Sigma, And The BPM Maturity Model: The State Of Their Marriage In 2011

Since the 2007 publication of a Forrester report recommending that firms combine Lean and Six Sigma practices, the adoption of the mixed approach has become increasingly popular across a variety of...

• Downloads: 786

For Enterprise Architecture Professionals

Report:The Strategic Language Of Transformation Unlocks The Power Of BPM, Part 1

Translate Strategic Intent Into Action With Structured Language

As firms embark on their business transformation journey, business process pros find themselves discussing a wide range of topics: program initiation and governance, executive engagement, process...

• Downloads: 922

For Enterprise Architecture Professionals

Report:A Battle Cry For Clarity In Business Process Improvement Approaches

An Interview With Steven Spear

Steven Spear is a deep thinker about business process management (BPM) disciplines. He pulls no punches when it comes to Six Sigma, Lean, and other process improvement methodologies that spring from...

• Downloads: 602

For Enterprise Architecture Professionals

Report:Your Guide To Forrester's Business Process Management Framework

Business process pros face many steep challenges. Our research shows that many of the issues are thorny organizational challenges rather than more straightforward technical problems. To help,...

• Downloads: 1068

For Application Development & Delivery Professionals

Report:Why Kanban Matters

Putting In Place The Right Signposts For Effective Delivery

Agile methods continue to grow in popularity, but dogmatic adoption can lead to teams applying Agile in contexts where it doesn't work. Kanban, a technique taken from Lean Manufacturing, provides...

• Downloads: 637

For Enterprise Architecture Professionals

Report:Your Journey To Lean: Continuous Improvement Supported By Tools

Wipro's Case Study Shows The Way

Forrester interviewed the executives responsible for the deployment of the Lean continuous improvement initiative at Wipro Technologies, a global supplier of technology services. The case study shows...

• Downloads: 677

For Enterprise Architecture Professionals

Report:Mentors And Consultants Fill The Gap In Business Process Skills Development

This set of data charts presents findings from Forrester's May 2010 Global BPM And Process Improvement Online Survey.

• Downloads: 19

For Enterprise Architecture Professionals

Report:Business Process Pros Hold The Key To 21st Century Business Transformation

Many companies engage in business process transformation without understanding the profiles of the executives charged with bringing these initiatives to success and without clear, formal role...

• Downloads: 1314

For Enterprise Architecture Professionals

Report:A Lean Business Technology Maturity Matrix For BPM Governance

When planning, rolling out, or fixing business process management (BPM) initiatives, business process executives need a governance road map to ensure that all management processes are aligned with...

• Downloads: 1025

For Infrastructure & Operations Professionals

Report:It's Time For IT Management Software 2.0

Lean Thinking Brings Forward New Management Tools

IT is still struggling with growing pains, meaning that the current economic conditions present a catalyst for change and an opportunity to mature. These conditions present a catalyst because they...

• Downloads: 970

For CIO Professionals

Report:What Vendor Strategists Need To Know About Lean — The Hot Topic For CIOs Right Now

As smart executives delve into the core of Lean Thinking, the role of technology in Lean-based performance improvements becomes abundantly clear. Senior executives expect their chief information...

• Downloads: 634

For CIO Professionals

Report:What CIOs Should Know About Lean

Case Studies Illustrate How CIOs Can Use Lean Inside And Outside IT

As smart executives delve into the core of Lean Thinking, the role of technology in Lean-based performance improvements becomes abundantly clear. Senior executives expect their CIOs to drive...

• Downloads: 1167

For Enterprise Architecture Professionals

Report:Lean: The New Business Technology Imperative

Lean Thinking Is Central To The Shift From IT To BT

Everyone wants to be lean these days, whether when stepping off a scale in the morning or reviewing the cost of running a successful business. But just how do you define "Lean" — especially in...

• Downloads: 4442

For Application Development & Delivery Professionals

Report:Manufacturing Intelligence Tools Help Deliver Lean Software

A No-Frills Approach To Plant Visibility Brings Fast Results

Today's IT environments in manufacturing organizations are characterized by disparate, siloed applications segmented by different data models and jury-rigged integration constructs — a reality...

• Downloads: 421

For CIO Professionals

Report:The Lean Foundation For Business Service Portfolio Management

In a time when resources are scarce and expensive, the portfolio of business services constitutes a powerful framework for maximizing the business value of IT capabilities. This portfolio must...

• Downloads: 1114

For CIO Professionals

Report:IT To BT — An Opportunity For Vendors

Forrester has argued that a fundamental shift from information technology (IT) to business technology (BT) is occurring. Vendor strategists need to realign their value proposition to take into...

• Downloads: 545

For Infrastructure & Operations Professionals

Report:Enabling Business Technology

Five Essential Best Practices For The IT-To-BT Transformation

As technology becomes increasingly integral to firms' offerings, strategy, and organization, the traditional model of IT as an independent and monolithic entity within the larger business is...

• Downloads: 969

For Enterprise Architecture Professionals

Report:The Business-Oriented Business Analyst

Break Out Of Your Comfort Zone To Find The Fast Track To Leadership

Traditionally, business analysts (BAs) who report into business units or functions rather than IT have focused on building deep expertise to support and lead efforts within their functions, such as...

• Downloads: 1226

For CIO Professionals

Report:Five Essential Best Practices For The IT-To-BT Transformation

CIOs Must Prepare IT For Its Future Role As BT Enabler


Each wave of technology change challenges IT's management practices. Two forces coming together will frame IT's next set of challenges: ubiquitous computing and business technology (BT). Each will...

• Downloads: 2745

For Enterprise Architecture Professionals

Report:Forrester's Framework For Process-Driven Organizations

Use Our Self-Assessment To Evaluate And Boost Your Organization's Process IQ

The global 24/7/365 economy is requiring organizations to realign along core processes that not only cross functions and divisions, but quite often time zones, languages, and outsourced business...

• Downloads: 1754

For Enterprise Architecture Professionals

Report:Forrester's Process-Driven Organizational Framework Best Practices Self-Assessment

Forrester's Process-Driven Organizational Framework distills findings from our discussions with hundreds of business process and applications professionals to identify the crucial attributes for...

• Downloads: 10

For Enterprise Architecture Professionals

Report:What Process Experts Need To Know About SOA

In recent years, as enterprise architecture and process professionals have begun to work together more closely, overlaps have been emerging between service-oriented architecture (SOA), business...

• Downloads: 1811