Social Media

Also referred to as Web 2.0, this term describes the convergence between human interaction and Internet-based groundswell technologies such as mobile and video (e.g., Facebook, Twitter, and YouTube, etc.). Research coverage includes user-generated content and rich Internet applications.

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124 results in Reports

  • Past 12 months
  • Measurement
  • For Infrastructure & Operations Professionals

    Report:Forrester's Workforce Enablement Assessment Framework Model

    Forrester's workforce enablement assessment framework consists of four workforce enablement (WE) domains (oversight, technology, process, and people) and 41 WE functions. This abbreviated version of...

    • Downloads: 47
  • For Security & Risk Professionals

    Report:Measure The Effectiveness Of Your Data Privacy Program

    Performance Management: The Data Security And Privacy Playbook

    Privacy is one of the most important and emotional issues in information security. Privacy, or the lack thereof, affects a company's management, employees, and most importantly, customers. With the...

    • Downloads: 632
  • For CIO Professionals

    Report:Develop Broad Tech Management Capabilities To Accelerate Your BT Agenda

    Assessment: The Business Technology Agenda Playbook

    The age of the customer is redefining how technology is used, which is transforming how tech is managed — and how the CIO's organization is structured and operates, especially relative to...

    • Downloads: 299
  • For Enterprise Architecture Professionals

    Report:Customers Drive The Process Change Strategy

    Road Map: The Business Process Management Playbook

    This report outlines the road map stage of Forrester's playbook for building and managing enterprisewide change programs. This report is designed to help you develop an effective road map for process...

    • Downloads: 868
  • For CMO Professionals

    Report:Engage The Enterprise To Reach Brand Experience Maturity

    Benchmarks: The Brand Experience Playbook

    In 2014, Forrester surveyed senior marketers to get a pulse on their progress toward building a resonant brand experience. The results show that marketers are still in the early stages of brand...

    • Downloads: 677
  • For Application Development & Delivery Professionals

    Report:Build The Right Things Better And Faster With Modern Application Delivery Metrics

    Performance Management: The Modern Application Delivery Playbook

    Modern application delivery leaders realize that their primary goal is to deliver value to the business and its customers, faster. For many, this is a significant shift from the past, when they...

    • Downloads: 12
  • For Analyst Relations Professionals

    Report:Professional Industry Analyst Relations Measurement

    Performance Management: The Industry Analyst Relations Playbook

    Professional measurement is an integral part of fully professional industry analyst relations (AR); it is not optional. But AR managers get confused about who the measurements are for, as well as...

    • Downloads: 557
  • For Enterprise Architecture Professionals

    Report:The Right Performance Management Improves Your Business Architecture Discipline

    Performance Management: The Business Architecture Playbook

    Many firms are unsure of the value of a business architecture (BA) practice. Business architects and business-focused enterprise architecture professionals themselves find it difficult to articulate...

    • Downloads: 543
  • For eBusiness & Channel Strategy Professionals

    Report:Make The Business Case For Mobile Insurance

    Business Case: The Mobile Insurance Strategy Playbook

    Mobile insurance is growing up. Not that long ago, building a mobile application was cheap, and business units were casually experimenting with mobile — and granted the budget largesse to do...

    • Downloads: 351
  • For Customer Insights Professionals

    Report:Q&A: Four Social Intelligence Myths That Keep You From Success

    Analyzing social data is difficult and confusing, even for customer insights (CI) pros who spend most of their time doing just that. Most social intelligence practices are several years into...

    • Downloads: 52
  • For Customer Experience Professionals

    Report:The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

    • Downloads: 174
  • For CIO Professionals

    Report:Benchmark The Use Of Your Social Business And Collaboration Systems

    Benchmarks: The Social Business And Collaboration Playbook

    Social business and collaboration (SBC) takes place independently of any specific technology, tool, or service. However, evolving social business tool sets alter the nature and scale of SBC...

    • Downloads: 629
  • For Application Development & Delivery Professionals

    Report:Measuring Mobile Apps

    Performance Management: The Mobile App Development Playbook

    When beginning to build and deploy mobile apps, development teams quickly discover that they need to deliver new versions and updates much faster: eight to 12 times a year or more. Mobile performance...

    • Downloads: 1112
  • For Enterprise Architecture Professionals

    Report:Changing Your Approach To Information Strategy? You're Not Alone

    Benchmarks: The Information Strategy And Architecture Playbook

    Until recently, information architects have labored in vain to get business subject matter experts to participate in information architecture (IA) definition and governance activities. But now the...

    • Downloads: 516
  • For Enterprise Architecture Professionals

    Report:Use A Metrics Framework To Drive BPM Excellence

    Performance Management: The Business Process Management Playbook

    Advancing technology for business process management (BPM) and analytics is allowing broader and deeper treatment of performance metrics. As a result, defining and using performance metrics offers...

    • Downloads: 953
  • For Customer Experience Professionals

    Report:How Journey Maps Improve CX Measurement Efforts

    Performance Management: The Digital Customer Experience Improvement Playbook

    Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer...

    • Downloads: 432
  • For Customer Experience Professionals

    Report:Does Customer Experience Really Drive Business Success?

    The Relationship Between Superior Customer Experience And Growth

    It's the age of the customer, when technology and economic forces have changed the world to such a great extent that an obsession with winning, serving, and retaining customers is the only possible...

    • Downloads: 341
  • For eBusiness & Channel Strategy Professionals

    Report:2015 Australian Mobile Banking Functionality Benchmark

    Westpac Tops Our Review Of Australian Banks' Mobile Services

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of the four largest retail banks in Australia on more than 40 criteria. The Aussie banks have...

    • Downloads: 116
  • For Application Development & Delivery Professionals

    Report:Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology initiatives. But how do...

    • Downloads: 454
  • For CIO Professionals

    Report:Benchmarking Australia And New Zealand Technology Budgets In 2015

    CIOs Answer The Call To Support Digital Customer Needs

    Setting technology budgets for the coming year is a challenge for CIOs as they attempt to manage conflicting agendas. Facing pressure to decrease spending at the same time that technology is becoming...

    • Downloads: 112
  • For Enterprise Architecture Professionals

    Report:Now Possible: Benchmarking Business Architecture

    Benchmarks: The Business Architecture Playbook

    Strategic change initiatives are proliferating in organizations. To facilitate execution of these initiatives, firms are investing in business architecture (BA) to help assess and plan them —...

    • Downloads: 740
  • For eBusiness & Channel Strategy Professionals

    Report:2014 US Mobile Auto Insurance Functionality Benchmark

    Benchmarks: The Mobile Insurance Strategy Playbook

    Just how effective are mobile insurance apps and sites at meeting the needs of auto insurance customers? This update details the findings from Forrester's 2014 benchmark of the mobile offerings of...

    • Downloads: 331
  • For eBusiness & Channel Strategy Professionals

    Report:Develop A Data-Driven Digital Business

    Short-Sighted Analytics Are Hindering Digital Leaders

    Forrester's digital maturity model defines measurement as one of the four key pillars of transformation, yet too many eBusiness professionals lack the customer-centric, cross-touchpoint insight...

    • Downloads: 320
  • For Customer Experience Professionals

    Report:Executive Q&A: Top 10 NPS Questions Answered For CX Professionals

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to measure and improve customer loyalty. Many customer experience (CX)...

    • Downloads: 1022
  • For Infrastructure & Operations Professionals

    Report:The Forrester Cloud Computing Maturity Assessment: Q2 2015

    This tool accompanies the assessment report in the cloud computing playbook. It offers clients the ability to measure their own cloud maturity.

    • Downloads: 59