Public Sector

Public sector agencies that include infrastructure, transactional systems, emergency response systems, and data and information storage and exchange. Public sector IT executives face a unique set of challenges, including a management agenda that can change with each election, constant budget scrutiny, and a heavy reliance on external providers. Yet government IT leaders must provide a broad range of services, from transactional financial systems to support of first responder emergency services. Forrester's Government research helps public sector IT executives and practitioners keep up with best practices, understand transformational technologies and business models, and illuminate complex technology alternatives.

Latest Research

  • For Customer Experience Professionals

    REPORT: Don't Let Government Derail Your Customer Experience Innovation

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience

    October 2, 2018 TJ Keitt, Rick Parrish, Enza Iannopollo

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. This report provides a framework that CX pros can use to guide their companies' approaches to CX innovation in a world of complex regulations and fierce competition. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We are now updating it to reflect new regulatory developments, especially the European Union's General Data Protection Regulation (GDPR).

  • For Customer Experience Professionals

    REPORT: The Singapore Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    August 29, 2018 Tom Mouhsian, Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings of 16 brands in three industries and the government sector. We also unveil surprising data about the effect that CX has on customer loyalty and the factors that drive CX quality. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Digital Transformation Case Studies: How 23 Companies Redesigned Their Business

    Examine Other Industries' Innovation Methods To Inform Your Transformation Strategy

    August 27, 2018 Martin Gill

    Business leaders in every industry are launching initiatives to digitally transform their business. The task is daunting and has no clear path to success. Explore these 23 case studies — highlighting firms in financial services, retail and distribution, B2B, telco and utilities, as well as media and education — to learn how other companies innovated their approaches to digital transformation.

  • For B2C Marketing Professionals

    REPORT: Protect Your Investment: Build Privacy And Security Into Your Marketing Technology Strategy

    Landscape: The Customer Trust And Privacy Playbook

    July 6, 2018 Joe Stanhope, Alexander Spiliotes

    B2C marketing and customer insights (CI) pros are increasingly implementing a multitude of new technologies that use a wide variety of customer data for insights and engagement. These acquisitions frequently attract questions from security and risk (S&R) pros regarding the privacy, security, and compliance impacts of the technologies' implementation and operation. This report provides marketers with guidance on best practices to proactively address S&R concerns. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer Experience Index (CX Index). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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