Enterprise Collaboration

Sharing activities and data across a network of allies, enterprise collaboration codifies the knowledge that a company creates and efficiently disseminates it to the people who need it — when they need it.

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18 results in Reports

  • Enterprise Collaboration
  • Customer Experience
  • For Customer Experience Professionals

    Report:Improve Customers' Experience By Improving Employees' Effectiveness

    Technology Vendors Provide A Path For Linking Customers' Success To Employees' Productivity

    The majority of information workers play roles that are critical to customers' success at each stage of the customer life cycle. But businesses have not removed the technical barriers to information...

    • Downloads: 172
  • For Customer Experience Professionals

    Report:Customer Collaboration Powers B2B Customer Experience

    Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth

    Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given account,...

    • Downloads: 196
  • For Customer Experience Professionals

    Report:Brief: Social Analytics Will Make It Easier For Employees To Respond To Customer Problems

    Innovative Analysis Technologies Help Workers Makes Sense Of Vast Data Repositories

    Businesses' massive data collection efforts have created a massive problem: How can workers find the right data nugget when they need it? The solution, it turns out, may be right under their noses....

    • Downloads: 151
  • For Customer Experience Professionals

    Report:Brief: Who Needs CX Certifications?

    Nice-To-Have Rather Than Essential CX Learning Programs

    In the age of the customer — when companies only win by being customer-obsessed and delivering exceptional experiences — customer experience (CX) will mature into a full-fledged...

    • Downloads: 89
  • For Customer Experience Professionals

    Report:Want To Improve Your Customer Experience? Turn To The Cloud

    Cloud Technologies Provide Employees, Partners, And Customers With The Agility They Need

    Technology grounds your customer experience (CX) ecosystem. It's embedded in your products; it facilitates customer understanding; it enhances your channels; and it empowers your employees. But rigid...

    • Downloads: 176
  • For Customer Experience Professionals

    Report:Empower Your Employees To Renovate Your Customer Experience Ecosystem

    Tap Workers' Knowledge Of Ecosystem Constituencies To Create New Value

    Building healthy customer experience (CX) ecosystems is challenging because CX executives often don't view customer experience holistically. Fortunately, there are employees in the workplace that can...

    • Downloads: 157
  • For Customer Experience Professionals

    Report:How To Build A Technology Plan That Sustains Employee Engagement

    Technology Should Provide Employees With Freedom To Act On Customer Needs

    Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience,...

    • Downloads: 168
  • For Customer Experience Professionals

    Report:Collaborating Internally To Serve Empowered Customers — The Australian Approach

    In the age of the customer, businesses face a new era of increasingly empowered customers, shifting technology budgets and spending, and sputtering customer experience efforts. We wanted to know if...

    • Downloads: 114
  • For Customer Experience Professionals

    Report:Case Study: Health Leads Builds A New Customer Experience Ecosystem

    Health Leads Marries Customer And Resource Databases With Social Technologies To Address Patients' Socioeconomic Issues

    Health Leads is a Massachusetts-based nonprofit that seeks to improve healthcare for low-income communities. To this end, Health Leads deploys 1,000 college student Advocates to help patients in...

    • Downloads: 217
  • For Customer Experience Professionals

    Report:Case Study: Red Robin Builds An Agile Customer-Centric Culture With Yammer

    The Restaurant Uses Social Tools To Engage Employees And Accelerate Innovations That Customers Crave

    Red Robin Gourmet Burgers, a US restaurant chain, competes in a crowded market where customer tastes change rapidly. As such, the company must build an organization that can quickly change its...

    • Downloads: 217
  • For Customer Experience Professionals

    Report:Executive Q&A: Learning Maps; Innovative Tools For Customer Experience Training

    Learning maps are large-scale visualizations that use data, graphics, and illustrations to tell a story. They are an increasingly popular training tool for companies that want to transform their...

    • Downloads: 252
  • For Customer Experience Professionals

    Report:Want A Healthy Customer Experience Ecosystem? Free Your Workers

    Continuous Improvement: The Customer Experience Ecosystem Playbook

    A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker -- employees who use a computer at least...

    • Downloads: 250
  • For Customer Experience Professionals

    Report:How Collaboration Improves Customer Experience

    Organization: The Digital Customer Experience Improvement Playbook

    Fifty-seven percent of today's information workers — those who use a computer at least 1 hour per day — regularly communicate with colleagues inside their organization, business partners,...

    • Downloads: 434
  • For Customer Experience Professionals

    Report:Design Lessons From Forrester's 2013 Outside In Award Winners

    A Look Inside The Experience Design Programs At Ally Bank And PwC Australia

    In its first annual Outside In Awards, Forrester recognized two winners in the customer experience design category. Financial services provider Ally Bank designed and tested a mobile application in...

    • Downloads: 328
  • For Customer Experience Professionals

    Report:Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

    Partnership With Jellyvision Lab Leads To An Engaging Training Module

    One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked...

    • Downloads: 347
  • For Customer Experience Professionals

    Report:Case Study: Cisco Quad Gives Employees CARS Experiences

    Forrester believes that next-generation digital experiences will be customized, aggregated, relevant, and social (CARS). Cisco Systems' Quad collaboration tool illustrates how CARS can be equally...

    • Downloads: 158
  • For Customer Experience Professionals

    Report:Executive Q&A: Blog Reviews

    Answers To Frequently Asked Questions About Forrester's Blog Review Methodology

    Blog reviews uncover flaws that prevent users from accomplishing key goals like finding content that interests them and participating in a conversation about that content. To get the most out of a...

    • Downloads: 221
  • For Customer Experience Professionals

    Report:Blog Review Criteria 1.0

    Forrester's Blog reviewers guide.

    • Downloads: 1