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2743 results in Reports

  • Customer Experience Management
  • For CMO Professionals

    Report:The Post-Digital Rules Of Brand Building

    Executive Overview: The 21st Century Brand Marketing Playbook

    In the 21st century, empowered consumers have steered brand marketing into foreign terrain — they have taken the driver's seat and told brands where, when, and how they want to be interacted...

    • Downloads: 1194
  • For Customer Insights Professionals

    Report:Innovate To Become Attribution Masters

    Continuous Improvement: The Cross-Channel Attribution Playbook

    Cross-channel attribution advances traditional marketing performance measurement approaches by connecting and accurately measuring different interaction points across marketing tactics, channels, and...

    • Downloads: 11
  • For Customer Experience Professionals

    Report:Brief: Key Takeaways From Forrester's 2014 Customer Experience Forum East

    Market Leaders Turn To Customer Understanding And Design To Deliver Great Experiences

    At Forrester's Forum For Customer Experience Professionals East, speakers presented best practices and case studies that showed how they are coping with a new, more competitive era for customer...

    • Downloads: 72
  • For Customer Insights Professionals

    Report:Design A Social Intelligence Function

    Organization: The Social Intelligence Playbook

    Finding and acting on insights gleaned from online and social discussions requires the right combination of a clear objective, business planning, technology, and, most importantly, people to do the...

    • Downloads: 838
  • For CIO Professionals

    Report:Focus Your Dual Tech Management Agenda Using Forrester's BT/IT Agenda Index

    The Mix Of BT And IT In The CIO's Dual Agenda Varies By Industry And Business Model

    CIOs face a dual technology management agenda: The information technology (IT) agenda focuses on supporting and transforming internal operations, and the business technology (BT) agenda focuses on...

    • Downloads: 46
  • For Customer Insights Professionals

    Report:The Forrester Wave™: Cross-Channel Campaign Management, Q3 2014

    The Nine Providers That Matter Most And How They Stack Up

    In Forrester's 41-criteria evaluation of cross-channel campaign management (CCCM) vendors, we identified the nine most significant software providers in the category — Adobe, IBM, Infor, Pitney...

    • Downloads: 105
  • For Customer Insights Professionals

    Report:Landscape Portrait: Visual Social Networks And The Vendors That Make Them Useful

    Visual content is taking over social networks. In the past two years it has become more prominent on the mainstream networks Twitter and Facebook, while entirely new networks — Instagram,...

    • Downloads: 58
  • For Customer Insights Professionals

    Report:Listening To Social With The Eyes: Visual Social Analytics

    In social media, content is king — and the king of content is the image. Mainstream social networks Facebook and Twitter have become increasingly visual over time; Facebook added images to...

    • Downloads: 84
  • For CIO Professionals

    Report:The State Of Digital Business In Asia Pacific In 2014

    Forrester believes every business must transform into a digital business. Digital businesses continuously exploit digital technologies to both create new sources of value for customers and increase...

    • Downloads: 73
  • For CIO Professionals

    Report:Applying Technology, Systems, And Processes To Win, Serve, And Retain Customers

    Executive Overview: The Business Technology Agenda Playbook

    Given the trends in technology, business models, and customer market power, all enterprises must undertake a business technology (BT) agenda that applies technology, systems, and processes to win,...

    • Downloads: 85
  • For Enterprise Architecture Professionals

    Report:Brief: Pegasystems Makes Headway Into Front Office

    Process Platform And Solution Frameworks Shift To Focus On Customer And Employee Engagement

    Pegasystems is well known as the provider of a solid business process management platform — bringing sophisticated, if complex, capabilities to the back-office processes of their customers. At...

    • Downloads: 69
  • For Application Development & Delivery Professionals

    Report:Facebook's Place In A BT Application Development Strategy

    Access To Its Customer Community Is Facebook's Biggest Asset, But Login And Mobile Services Have Broader Potential

    Facebook is the best-known social network in the world, but for developers it's becoming much more. Facebook's APIs and recent acquisitions position it for developing customer-facing systems of...

    • Downloads: 55
  • For Customer Experience Professionals

    Report:The Right Mobile Usability Testing Tool

    Mobile is a leading driver of customer experience (CX) innovation, but a bad mobile experience can turn away customers for good. That's why CX professionals should embrace tools and services...

    • Downloads: 154
  • For Customer Experience Professionals

    Report:Case Study: How DBS Reinvented The Asian Banking Experience

    DBS Bank is a prominent financial services group in Asia with more than 250 branches across 17 markets. Battling for customers in highly competitive markets like Singapore, China, and India, DBS...

    • Downloads: 78
  • For Security & Risk Professionals

    Report:Evolve Your Identity Strategy For Your Digital Business

    Executive Overview: The Identity And Access Management Playbook

    The rapid adoption of mobile devices and cloud services, together with a multitude of new partnerships and customer-facing applications, has "extended" the identity boundary of today's digital...

    • Downloads: 803
  • For Customer Insights Professionals

    Report:Optimize Customer Experiences With Digital Intelligence

    Executive Overview: The Digital Intelligence Playbook

    The simple analysis of aggregated online customer interactions with websites is not enough for firms to truly understand and optimize customer experiences in the age of the customer. Digital...

    • Downloads: 838
  • For Customer Experience Professionals

    Report:The State Of Customer Experience Management In Australia, 2014

    The only way to compete effectively in the age of the customer is to become truly customer obsessed. To help firms achieve this goal, this report sheds light on the current state of customer...

    • Downloads: 65
  • For Security & Risk Professionals

    Report:Use Actionable Threat Intelligence To Protect Your Digital Business

    Threat Intel Must Have Business Alignment, Relevance, And Integration To Be Effective

    Threat intelligence is one of the most over-hyped capabilities within information security today. Ask five different security vendors what actionable threat intelligence means and you will...

    • Downloads: 112
  • For eBusiness & Channel Strategy Professionals

    Report:Globalize Your eBusiness Organization Structure

    Organization: The eCommerce Globalization Playbook

    The Internet has flattened the world, meaning many digital teams now have an international, if not global, mandate. With many markets suffering from poor domestic growth rates, eBusiness executives...

    • Downloads: 84
  • For eBusiness & Channel Strategy Professionals

    Report:Build A Pervasive Corporate Mobile Competency

    Organization: The Mobile eBusiness Playbook

    Mobile strategy has evolved since 2010. Then, a mobile strategy equated to a mobile services road map and technology platform choices. An individual or small team could both create a strategy and...

    • Downloads: 528
  • For Infrastructure & Operations Professionals

    Report:Optimize Scalable Workload-Specific Infrastructure For Customer Experiences

    New Options For Configuring Highly Scalable Systems Can Improve The ROI Of Infrastructure Investments

    You face the difficult task of designing the expansive and scalable infrastructure that supports many of your new customer-facing systems of engagement and their associated analytics. Do not fall...

    • Downloads: 82
  • For Customer Experience Professionals

    Report:Market Overview: Where To Get Help With Culture Transformation

    Companies that want their cultures to become customer-obsessed will typically require help in making the change. Fortunately, a wide range of consultancies offer services that enable this...

    • Downloads: 147
  • For eBusiness & Channel Strategy Professionals

    Report:The Impact Of Beacons In Retail

    Vendors Forge Partnerships While Retailers Deploy Pilots

    Retail organizations today are rapidly deploying beacon pilots based on Bluetooth low energy (BLE). While this indoor location technology offers the ability to identify a unique shopper within the...

    • Downloads: 196
  • For eBusiness & Channel Strategy Professionals

    Report:Best Practices In Mobile Financial Sales

    Digital Teams Must Use Context To Be Relevant And Earn Sales

    As mobile touchpoints displace PCs, branches, advisors, and agents at the heart of customers' relationships with financial services firms, digital executives need to step up their mobile marketing...

    • Downloads: 138
  • For Marketing Leadership Professionals

    Report:Get To Know Mobile Tactics

    Tools And Technology: The Mobile Marketing Playbook

    Smartphone adoption is increasing and propelling your audience into the growing segment of always addressable customers. A key touchpoint for these mobile-savvy and connected consumers, smartphones...

    • Downloads: 716