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For Customer Experience Professionals

REPORT: What's New In Service Design And What It Means For CX Pros

Highlights From The 2018 Global Service Design Conference With Forrester's Analysis

February 13, 2019 Karine Cardona-Smits

What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we spotted four major trends. This report lays them out with Forrester's analysis of what each one means for improving experiences.
For B2C Marketing Professionals

REPORT: Now Tech: Real-Time Interaction Management, Q1 2019

Forrester's Overview Of 42 RTIM Providers

January 11, 2019 Rusty Warner

B2C marketers can use real-time interaction management (RTIM) offerings to orchestrate contextually relevant customer experiences (CX), address customer expectations for mutual value exchanges with their brand, and align marketing with all of their firms' customer-facing functions. But to access these benefits, you'll first have to select from a diverse set of vendors that vary widely. Use Forrester's Now Tech report to understand the value you can expect from a RTIM provider and select vendors based on size and functionality.
For Application Development & Delivery Professionals

REPORT: The Forrester New Wave™: SaaS Marketplaces, Q4 2018

The Eight Providers That Matter Most And How They Stack Up

December 6, 2018 Liz Herbert

In Forrester's evaluation of the emerging market for software-as-a-service (SaaS) marketplaces, we identified the eight most significant providers in the category — Adobe, ADP, Alibaba, Amazon Web Services (AWS), Microsoft, Salesforce, SAP, and ServiceNow — and evaluated them. This report details our findings about how well each vendor scored against 10 criteria and where they stand in relation to each other. Applications buyers can use this review to select the right partner for their software sourcing needs.
For Customer Experience Professionals

REPORT: Three Culture Practices For Long-Term Customer Centricity

Advanced Level: Culture Practices For CX Transformation

November 30, 2018 Samuel Stern

Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign their organizations to reinforce customer centricity. They also build practices to help identify a never-ending stream of emergent employee behaviors that go beyond the current best practices and continuously raise the bar. And they radically distribute authority and responsibility to employees who are as close to the action as possible. Forrester refreshes this report regularly based on new research.
For Application Development & Delivery Professionals

REPORT: The Forrester Wave™: Web Content Management Systems, Q4 2018

The 15 Providers That Matter Most And How They Stack Up

November 15, 2018 Mark Grannan

In our 26-criterion evaluation of web content management system (web CMS) providers, we identified the 15 most significant ones — Acquia, Adobe, Amplience, Automattic, BloomReach, Contentful, CoreMedia, Crownpeak, Episerver, Kentico Software, Magnolia, OpenText, Progress, SDL, and Sitecore — and researched, analyzed, and scored them. This report shows how each provider measures up and helps digital experience (DX) and strategy professionals make the right choice.