Salesforce

Latest Research

  • For Application Development & Delivery Professionals

    REPORT: Use Apps Ecosystems: Advance Transformation

    Leverage Retail Apps Ecosystems To Accelerate Transformation

    October 15, 2018 George Lawrie

    We've all heard about microservices and the flexibility they confer in reconfiguring business processes. But how might you orchestrate all the services and parties for a back-to-back order that you capture online but source from China? How will you manage the exception message from your customs clearance agent? How will that roll-back to the order and original customer? In this report, we show how applications ecosystems can help application development and delivery (AD&D) professionals in retail deliver customer-centric differentiation from their network of suppliers, carriers, and sources of insight.

  • For Customer Insights Professionals

    REPORT: The Forrester Tech Tide™: Artificial Intelligence For Business Insights, Q3 2018

    Road Map: The Customer Analytics Playbook

    September 28, 2018 Brandon Purcell

    AI technologies are evolving fast and growing increasingly critical to firms' ability to win, serve, and retain customers. The imperative exists for these firms not to just adopt a singular AI tech but rather to have access to an arsenal of AI tech that will improve their ability to generate and act on critical business insights. This Forrester Tech Tide™ report presents an analysis of the maturity and business value of the 14 technology categories that support business intelligence (BI). Customer insights (CI) pros should read this report to shape their firm's investment in these technologies.

  • For Application Development & Delivery Professionals

    REPORT: New Tech: Natural Language Generation (NLG) Technologies, Q3 2018

    Forrester's Landscape Overview Of 12 Providers

    September 24, 2018 Boris Evelson, Christian Austin

    A picture isn't always worth a thousand words. Even with the slickest dashboards, clients ask us, "Can't somebody just explain what the numbers mean to an executive?" Further, a human can't possibly scan through thousands of documents, categorize them, and write summaries of each. Different use case, but same problem. These are just some of the use cases for emerging natural language generation (NLG) technology. This report for AD&D pros outlines this nascent market, featuring 12 vendors with native capabilities and multiple established vendors offering NLG.

  • For Application Development & Delivery Professionals

    REPORT: Choose The Right CRM Solutions For Your Organization

    Tools And Technology: The CRM Playbook

    September 21, 2018 Tom Kaneshige, Kate Leggett

    The CRM technology landscape is changing with the commoditization of core features, the rise of point solutions, the shift to software-as-a-service (SaaS) solutions, and the need to provide industry-specific capabilities. Vendor consolidation further complicates the marketplace. This report describes best practices that application development and delivery (AD&D) professionals should follow to select the best-fit solution and provides an overview of top solution offerings to support your CRM strategy. 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 Top Four Takeaways From SF Design Week 2018

    September 18, 2018 Andrew Hogan, Gina Bhawalkar, Kelly Price

    The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook, Google, IDEO, Kaiser Permanente, Salesforce, UCSF, and many others. This report lays out the four themes Forrester believes mattered most for customer experience (CX) pros and what they mean to companies aiming to design experiences that drive growth.

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