Bobby Cameron's Research
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For CIO Professionals
REPORT: Real-Time Is The Next Evolution In CX Success
Build Real-Time Capabilities That Allow Your Business To Move At The Customer's Speed
December 17, 2018Bobby Cameron
Companies striving to be customer-obsessed are running into customer experience (CX) roadblocks. Customer Experience Index (CX Index™) scores are not improving; instead, Forrester finds them to be flat or declining. This report examines the role of unresponsive, standalone CX solutions in this phenomenon and identifies what CIOs can do to help turn things around.
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For CIO Professionals
REPORT: Advanced Digital Businesses Are Winning With Tech-Driven Business Innovation
Vision: The Innovation And Emerging Technology Playbook
July 12, 2018Bobby Cameron
The most advanced digital businesses, like Kaiser Permanente, become agile platforms for business innovation — rapidly creating and delivering new business value. These customer-obsessed firms use technology to continually deliver exceptional customer experience (CX) and operational excellence. However, most firms can't do this today, as they are caught up in old technologies and ways of working. Read this report to understand Forrester's vision for innovation leaders, especially CIOs — and to learn what your firm must do to develop this capability.
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For CIO Professionals
REPORT: Startups Can Jumpstart Your Innovation
Leading Consultancies Have Ecosystems Of Startups That CIOs Can Leverage
April 30, 2018Bobby Cameron
The age of the customer is driving the age of innovation as companies work to deliver the experience, products, and services that their customers desire. Delivering innovative approaches can be difficult for many companies. This innovation gap has opened the door for others to capitalize upon. But there are challenges for CIOs who try to develop and utilize startups in their plans. One option is to use consulting firms. This report shows the problems with managing startup ecosystems, what a few consultancies are doing, and how CIOs can take advantage of their services.
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For CIO Professionals
REPORT: Case Study: Win Tech Talent In Non-Tech Hubs Like WillowTree
Start With A Strong Talent Brand And The Right Location
March 14, 2018Bobby Cameron, Nate Meneer
Finding top tech talent outside of major tech hubs takes some extra work, but it can be done. This case study explores the talent strategy of WillowTree, an innovation agency that provides mobile app development services to leading global brands. WillowTree has developed a thriving operation out of offices in Charlottesville, Virginia and Durham, North Carolina. The decision to headquarter operations in the Mid-Atlantic has helped WillowTree recruit from an undersubscribed talent pool that wants a change from life inside major tech hubs.
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For CIO Professionals
REPORT: CIOs At Firms With Great CX Are Different
Their First Priority Is Their Company's Customers
March 8, 2018Bobby Cameron
Forrester's Customer Experience Index (CX Index™) predicts customer loyalty. CMOs work hard to improve CX because better CX drives revenue. We interviewed CIOs from firms with high CX Index scores and found major differences in the way that they operate as compared with CIOs we interviewed from companies with low scores. This report reveals those operating differences and the best practices of customer-obsessed CIOs.
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Dan Bieler
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Frank E. Gillett
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Achim Granzen
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Danny Mu
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