Forrester

For Infrastructure & Operations Professionals

Report:Case Study: PostNL Delivers On BYOD

Network Investments And VDI Adoption Enable Deployment

Talk about bring-your-own-device (BYOD) and most I&O professionals immediately think about access control for an onslaught of unauthorized devices, from laptops to smartphones to tablets. However,...

• Downloads: 345
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For eBusiness & Channel Strategy Professionals

Report:Why Every Retailer Needs An Online Marketplace

Multichannel retailers that are looking to compete effectively with aggressive pure-play counterparts that often offer cutthroat pricing or shipping programs will find that the marketplace model is a...

• Downloads: 600
• Comments: 2
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For Enterprise Architecture Professionals

Tool:Top Challenges Are Creating A Road Map, Evangelizing, And Ensuring A Customer Focus

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

• Downloads: 1277
• Comments: 7
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For Enterprise Architecture Professionals

Report:Focus On The Transformational Impact Of Business Architecture

Business Impact: The Business Architecture Playbook

This report outlines the business impact of Forrester's solution for enterprise architecture (EA) executives working on business architecture. This report is designed to help you align the strategic...

• Downloads: 505
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For Application Development & Delivery Professionals

Tool:A Number Of Business Issues Are Driving The Need For Improvement

For eBusiness & Channel Strategy Professionals

Tool:eCommerce Holdouts Trail Online Shoppers On Income And Education

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

For eBusiness & Channel Strategy Professionals

Report:US Online Retail Forecast, 2011 To 2016

eCommerce Tops $200 Billion In 2011

eCommerce sales continue to grow rapidly, having topped $200 billion in 2011. Forrester expects that online sales will grow from 7% of overall retail sales to close to 9% by 2016. Key drivers of this...

• Downloads: 2083
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For eBusiness & Channel Strategy Professionals

Report:German Online Retail Overview, 2011

Despite A Thriving Online Market, Multichannel Retail Is Still An Untapped Opportunity For German Retailers

The German online retail market is the second largest in Europe. Amazon.de and eBay are dominant forces, with major German consumer brands selling through those sites, and others following suit...

• Downloads: 655
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For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

The Business Impact Of Customer Experience

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

• Downloads: 880

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 Enterprise Architecture Professionals

Tool:Not All Process Change Practices Are Created Equal

For Application Development & Delivery Professionals

Tool:More Than 75% Of Surveyed Firms Have B2B Integration Upgrade Plans

For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Five Trends To Watch In 2012

European eBusiness Executives Strive To Give Their Customers Choice And Flexibility Across The Purchase Journey

European shoppers are becoming increasingly web-savvy and are turning to a wider range of touchpoints as they research and buy products online and offline. In response, eBusiness executives across...

• Downloads: 797

For CIO Professionals

Report:The Process-Driven Business Of 2020

Why And How To Shift From Incremental Improvement To Transformation

Business executives expect the CIO to help continuously improve processes by implementing major software suites, developing new apps, or enhancing existing processes. Spurred by the great recession,...

• Downloads: 1773
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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 Enterprise Architecture Professionals

Report:Trends In Aligning Capabilities, Skills, And Tools For BPM COE Programs

These data charts present the results of Forrester's 2011 BPM Center Of Excellence Online Survey.

• Downloads: 42

For Enterprise Architecture Professionals

Report:Case Study: Logistics Company Aligns The Application Portfolio With Business Strategy

A logistics company had grown through acquisition, and due to a narrow enterprise architecture (EA) focus, weak governance, and troublesome politics, its former EA practice was largely ineffective....

• Downloads: 458

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1573

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: 2273
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For Customer Experience Professionals

Tool:Change In Satisfaction With Phone Interactions Between 2008 And 2010

For eBusiness & Channel Strategy Professionals

Report:The eBusiness Innovation Imperative

A Framework For Managing Innovation Opportunities In eBusiness

From the sudden rise of Groupon to Google's opportunity to turn every Android phone into a wallet, rapid innovation is turning eBusiness on its head. When facing waves of disruption, how can...

• Downloads: 1130

For Application Development & Delivery Professionals

Report:2011 Integration Survey, Part One: Solution Deployments

ESBs Are The Most Popular Choice

Enterprise service buses (ESBs), comprehensive integration solutions (CISes), and integration appliances offer a range of overlapping features to meet integration challenges. Forrester recently...

• Downloads: 595

For Application Development & Delivery Professionals

Tool:Respondents Reported A Variety Of Technical Problems With Existing EDI/B2B Solutions