Forrester Planned Research

Projected DateRoleTitleAnalystSuccess ImperativeIndustryDescriptionFeatures
May 2017Enterprise ArchitectureVendor Landscape: File AnalyticsCheryl McKinnonFile analytics are technologies to find and assess documents (unstructured data) and provide insights into their sensitivity, age, or type. This report will highlight key use cases as they align to key market imperatives, such as protecting customer privacy and accelerating digital business, and provide a snapshot of influential vendors in the market.
May 2017Application Development & DeliveryThe Forrester Wave: eProcurement, Q2 2017Duncan JonesIn this report, Forrester will evaluate and rate the top eProcurement vendors, using Forrester's Wave methodology.
May 2017Application Development & DeliveryBest Practices For CPG Brands To Sell Through Third-Party eCommerce Channels Like AmazonGeorge LawrieIn this research, we will identify the best practices of AD&D professionals managing an applications portfolio to partner with Amazon or Alibaba. CPG brands need to synchronize master data and content but also to make decisions about how to expose available to commerce inventory to their partners.
May 2017Application Development & DeliveryDriving Revenue With Direct-To-Consumer CommerceGeorge LawrieDescription coming soon.
May 2017Application Development & DeliveryVendor Landscape: Retail PlanningGeorge LawrieDescription coming soon.
May 2017Customer InsightsIoT Powers Insights Services: How To Commercialize Data From Smart ThingsJennifer Belissent, Ph.D.This report will highlight the stories of three insights services providers that have built services offerings around the data generated by IoT-enabled devices/things. The report will highlight best practices and pitfalls in the productization of these offerings. Cases to be examined include: Siemens Mobility, Suunto, and Mclarens Applied Analytics.
May 2017eBusiness & Channel StrategyBuilding A Mobile Business Case: It's A Steep ClimbJulie A. AskMobile used to be cheap. It isn't anymore. The days of a mobile-optimized website or app replicating the functionality of your website driving impressive returns is long gone. Moreover, the cost of app development is a drop in the bucket compared with the cost of powering apps through infrastructure services that tap into real-time information and services. Understand the business case for mobile before you embark on the journey. This document lays out the process and coaches eBusiness professionals through how to estimate the benefits, total costs, and risks of mobile.
May 2017eBusiness & Channel StrategyMobile Mind Shift Maturity FrameworkJulie A. AskFew companies have adapted to the mobile mind shift. Many don't have the resources, budget, and organization to make the shift. This document will help eBusiness and channel strategy professionals understand the path to mobile maturity along with the resources, organization, processes, and budget that must be in place to do it. Not every company can make the shift today, but each company should have a plan to do so. This report also outlines what tools will help you succeed in each stage of maturity. This is an update to the report originally published on January 28, 2015. We have updated the report with new data from Forrester's Q3 2016 Global Mobile Executive Online Survey.
May 2017CIOPrevention Is The Best Medicine: Wellness PlatformsKate McCarthy, Alex KramerWellness platforms were traditionally benefit managers' responsibilities, but increasingly, payer and provider organizations are engaging with these tech vendors to help engage their consumers in preventative care and chronic disease management.
May 2017Application Development & DeliverySaaS' Next Phase: Marketplaces And EcosystemsLiz HerbertWe repeatedly hear that software-as-a-service (SaaS) vendors are too numerous (and too small) for formal sourcing processes to apply in all cases. At the same time, the business-led, ungoverned model of "shadow" SaaS deployment has proven problematic -- for cost, technology architecture, and security. SaaS app stores promise a way to alleviate this burden and help AD&D pros be more successful with sourcing and governing the proliferating landscape of SaaS vendors. This report discusses the landscape of SaaS app stores and the pros and cons of the different models. This report will discuss implications of the marketplace trend and best practices for both SaaS buyers and SaaS vendors.
May 2017Application Development & DeliveryVendor Landscape: Salesforce Services PartnersLiz HerbertThis will provide a broad overview of the implementation partners working with Salesforce solutions.
May 2017Application Development & DeliveryDrive Unified Digital Customer Experiences With Better Technology StrategiesMark GrannanDigital customer experience has become a key business differentiator, and application development and delivery (AD&D) leaders of front-office, web, mobile, and digital development must step up to support their firm's initiatives. To partner with marketing and business leaders, AD&D pros must transform their organizations, platforms, and processes. This executive overview describes this opportunity for AD&D -- and how to create a digital customer experience delivery strategy that supports your marketing and business counterparts, from vision to implementation to ongoing optimization. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
May 2017Customer InsightsCase Study: Australia Post Embraces Digital DisruptionMichael BarnesThis report looks into strategies adopted by Singapore and Australia Post to adapt to the disruption to their business model.
May 2017Application Development & DeliveryApplication Adoption Trends: SaaS Scales Out Across The EnterprisePaul D. HamermanThis is an update to the SaaS adoption report of March 30, 2016, with new data collected from the Forrester's Business Technographics Global Software Survey of Q4 2016. This piece looks at the rates of software adoption across a dozen business applications categories.
May 2017Application Development & DeliveryThe Future Of Business ApplicationsPaul D. HamermanThis report outlines Forrester's vision for the future of business applications based on trends we see playing out in business and technology. Application development and delivery (AD&D) professionals should consider these trends and directions as they plan future investments and projects related to their business applications portfolio. This is an update of a previously published report.
May 2017Application Development & DeliveryUnlock Personalization's Potential With Help From Service ProvidersTed Schadler, Danielle GeoffroyAdvances in technology have made personalization hot again. By pulling customer data, content, and algorithmic matching engines out into a personalization architecture, firms can deliver contextually relevant experiences across journeys, not just touchpoints. At the same time, service providers have amped up their ability to help you implement these complex solutions. But what should you look for? This report draws on Forrester's survey of 294 digital experience leaders to help you sort out what to look for in personalization and service providers.
May 2017eBusiness & Channel Strategy2017 Australian Mobile Banking BenchmarkZhi Ying NgDigital banking strategy executives are under pressure to differentiate by offering mobile banking services that exceed customers' needs and expectations. To help digital banking teams better understand this market, we used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of four large retail banks in Australia. This report helps digital banking strategy executives benchmark their mobile banking capabilities, identify good practices, and improve their mobile banking services.
Jun 2017Customer ExperienceEstablish Design Practices For CX TransformationAllegra BurnetteCX transformation requires that you define and refine experiences based on your vision and what customers want. To do this, you need to establish robust design practices. But for most firms, that's a tall order. This report describes what exactly you need to establish and how to do it to become truly customer-centric. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceOptimize Design Practices For CX TransformationAllegra Burnette, Jennifer WiseOnce you've established solid design practices on your journey to CX transformation, you need to optimize by adopting best practices in how you define and refine experiences based on your vision and what customers want. This report describes what those best practices are. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceStorytime: The Role Of Narrative In Omnichannel DesignAllegra Burnette, Kelly PriceAs companies strive to develop more persistent experiences across touchpoints, new methods are required to help them achieve this goal. This report examines the role narratives play in omnichannel design efforts.
Jun 2017B2B MarketingThe Forrester Wave: Predictive Marketing Analytics For B2B Marketers, Q2 2017Allison Snow, Laura RamosThis report reviews several of the leading marketing predictive analytics software vendors. It assesses their offerings against a series of criteria to produce a Forrester Wave evaluation. Evaluations will follow the Forrester Wave process and will be based on: vendor surveys, product demos, and customer reference calls.
Jun 2017eBusiness & Channel StrategyTrends 2017: Australia And New Zealand Digital BankingAlyson ClarkeIn this research, we explore what the markets, regulations, digital disruption, and empowered customers mean for the priorities of digital strategy executives at Australian and New Zealand banks in 2017. This report focuses on the drivers that are shaping the retail banking landscape and the actions that digital strategy teams at Australian and New Zealand banks should take as a result.
Jun 2017eBusiness & Channel StrategyTrends 2017: North American Digital BankingAlyson ClarkeIn this research, we explore what the state of the markets, regulation, digital disruption, and empowered customers mean for the priorities of digital strategy executives at North American banks in 2017. This report focuses on the drivers that are shaping the retail banking landscape and the actions that digital strategy teams at North American banks should take as a result.
Jun 2017Application Development & DeliveryLearn To Innovate From Digital Transformation LeadersAmanda LeClairDigital transformation means business transformation. Forrester's 2017 Digital Transformation Forum brought DT leaders to the main stage to share their unique journeys to and through a digital transformation. This brief highlights the lessons learned from DT leaders on how they transformed their people, processes, and technology for the digital era.
Jun 2017Security & RiskTechRadar: Application Security, Q2 2017Amy DeMartineThis TechRadar report defines the use cases, business value, and outlook for the most important technologies that affect the current state and future state of application security.
Jun 2017Security & RiskVendor Landscape: Application Security Testing, 2017Amy DeMartineThe AST family of tools consist of SAST, DAST, IAST, and MAST and can be used throughout the application development life cycle to increase application security. However, S&R pros are often confused when to use each one. This report identified how to choose the right AST tool for your organization.
Jun 2017Security & RiskForrester's Guide To The Security And Risk Implications Of BlockchainAndras CserA secure blockchain is critical to secure transactions, anti-money laundering (AML), identity verification (IDV), authentication, supply chain, goods tracking, etc. This document examine: 1) the role of blockchain in security, 2) how to secure the blockchain itself, and 3) which security and risk management areas blockchain technologies will impact most.
Jun 2017Security & RiskBalancing Website Security Strength And Ease: US Retail Benchmark 2017Andras Cser, Merritt MaximIn this report, we use Forrester's security strength and ease of use assessment to evaluate five large US retail websites to see how their online channels balance security and ease criteria.
Jun 2017Infrastructure & OperationsVendor Landscape: Enterprise Mobility Management (EMM) SuitesAndrew HewittThis report will uncover key EMM benefits, use cases, decision makers, and implementation challenges. We will also identify the key functions and features of EMM solutions that help address specific challenges facing firms that use EMM solutions to manage mobility. This report will also help infrastructure and operations (I&O) professionals identify the types of vendors and service providers that offer EMM solutions and help them successfully capitalize on a mobile and workforce enablement strategy.
Jun 2017Customer ExperienceInnovate Design Practices For CX TransformationAndrew HoganAfter your firm, on its path to CX transformation, has optimized its design practices, to define and refine experiences based on your vision and what customers want, you're ready to innovate unique new facets of these practices to help you attain and sustain world-class customer centricity. This report highlights how certain firms are doing just that. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceThe Best And Worst Of Mobile Banking Experiences Worldwide, 2017Andrew Hogan, Alex CauseyThis report will evaluate mobile banking apps across the world to identify user experience best practices.
Jun 2017eBusiness & Channel StrategyB2B eCommerce Will Reach 1.2T By 2021 ForecastAndy HoarForrester estimates that B2B eCommerce will top $1.2 trillion and account for 11.8% of all B2B sales in the US by 2021. This report will explore what percentage of key B2B verticals will be online-penetrated, and what share of the total B2B eCommerce share  each will own, by 2021. In addition, this research will size the total B2B online and offline commerce space.
Jun 2017eBusiness & Channel StrategyCreate A B2B eCommerce Plan That Wins Over Customers, Partners, And ColleaguesAndy HoarBuilding a world-class B2B eCommerce business requires that digital business professionals define and prioritize key issues, allocate scarce resources, and avoid costly missteps. This report explores how B2B companies create industry-leading experiences by addressing five strategic issues: performing effective customer segmentation, adopting proper differentiation, defining clear goals, allocating sufficient resources, and cultivating a culture of excellence. This is an update to the report published on September 30, 2015, and it includes new data, insights, and customer examples.
Jun 2017eBusiness & Channel StrategyGet Your B2B eCommerce Metrics RightAndy HoarBusiness-to-business (B2B) companies face a daunting yet critical task: accurately measuring and reporting the impact that digital channels have on sales, service, loyalty, and operations. Factor in multichannel and nonlinear purchase paths as well as masses of unstructured data, and companies find themselves struggling to effectively identify and prioritize the most important metrics and key performance indicators (KPIs). This report is the performance management section of the B2B eCommerce playbook and outlines how successful B2B eBusiness and channel strategy professionals are analyzing customer interactions across a broad range of digital channels to produce value-added insights and drive sustained growth.
Jun 2017Customer ExperienceFour Myths About Emotion That Are Leading You AstrayAnjali LaiThis report will dive into the role of emotions in how consumers experience their interactions with brands and will use advanced analytics to understand if the role of emotions differs by age, gender, channel used, or region.
Jun 2017eBusiness & Channel StrategyCommerce Technology Investment And Platform Trends, 2017Anjali Yakkundi  Investment in commerce technology continues to rise, and eBusiness leaders must understand the trends in order to poise their organization for success. This report will look at the recent trends in commerce technology spending.
Jun 2017Application Development & DeliveryAssess The Capabilities And Impact Of Your Enterprise Collaboration ToolkitArt SchoellerCompanies have been investing in collaboration tools for 15 years or more, yet email is still the most commonly used tool. New social tools that dramatically improve the flow of information and communication among employees and lower the barriers to deeper customer engagement hold promise, yet deployments are low and adoption lower still. Forrester believes that most companies have achieved far less than half of the benefits possible from a social and collaboration toolkit. Further, we know that application development and delivery professionals can make a difference in the success of their program -- and thus in business productivity -- by identifying and overcoming the adoption and impact barriers. Assess your program maturity and impact to find the gaps, focus attention, and prioritize investments. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017Application Development & DeliveryCollaboration Success Hinges On Effective Change ManagementArt SchoellerFor two decades, we've introduced new and potentially better tools to collaborate, only to see tepid adoption. Over the past few years, knowledge workers have started to self-provision their own tools like Dropbox and Skype. The cost of poor adoption is twofold: the underutilized investment as well as unmet business objectives. This report details the skills and resources application development and delivery (AD&D) professionals need to drive adoption and change management in collaboration initiatives. This report was last published on November 26, 2014; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017Application Development & DeliveryGain A Competitive Advantage Through Enterprise CollaborationArt SchoellerMany of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration strategy empowers employees and connects the customer experience ecosystem in new ways to create business value. Forrester's enterprise collaboration playbook provides application development and delivery (AD&D) professionals with a step-by-step guide to helping their organizations create and execute a successful enterprise collaboration business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017Application Development & DeliveryThe Mess Of MessagingArt SchoellerEmail, SMS texting, instant messaging, blogs, and now the surge in team messaging applications threaten to overwhelm the knowledge workers in the customer experience ecosystem. While the newer team messaging entrants claim they are the "email killers," the real result is adding more messaging streams both within and outside the enterprise.
Jun 2017Application Development & DeliveryNavigate The Turbulent Waters Of Enterprise CollaborationArt Schoeller, Craig Le ClairEnterprise collaboration is a long-established category of technologies (e.g., email, unified communications, and social networking) that continues to evolve. Properly deployed and adopted, it can provide the connective tissue of the customer experience (CX) ecosystem. This report details how application development and delivery (AD&D) professionals supporting collaboration initiatives should work with other stakeholders to establish a vision and strategy.
Jun 2017eBusiness & Channel StrategyDisrupting Finance: US Insurance AggregatorsBenjamin EnsorComparison sites and insurance aggregators offer what many online insurance researchers are looking for: independent product and price comparisons. This research will assess the impact of comparison engines, also known as price comparison sites or aggregator sites, and recommend how digital teams at incumbents should respond. This report in our Digital Disruption In Retail Financial Services series will answer some of the most common questions eBusiness and channel strategy professionals ask about comparison engines.Digital business strategy executives at insurance companies need to understand the role that comparison shopping plays in insurance distribution -- and they must develop strategies to address this change in distribution now.
Jun 2017Infrastructure & OperationsDevOps-As-A-Service Is An Alternative OptionBill MartorelliDevOps is also becoming an option for the vast amount of service providers. This report will describe this alternative and its pros and cons.
Jun 2017CIONavigate Trump-Era Uncertainties With A Customer-Obsessed CompassBobby Cameron, Melissa Parrish, Rick Parrish, Christopher AndrewsU.S. president Donald Trump is taking or heralding actions that could redefine the environment for US-based and global business. Policy domains like immigration and trade -- and the regulations and treaties that define them -- are subject to fundamental revision by the new administration, creating real uncertainties. And these policy-driven changes exacerbate businesses’ ongoing scramble to become customer obsessed and fend off digital insurgents. This brief lays out a macro view of some of the changing policy domains likely to impact business strategies, and identifies actions customer-obsessed firms should take to anticipate and appropriately respond to new challenges and opportunities.
Jun 2017Enterprise ArchitectureMove Your Big Data Into The Public CloudBrian HopkinsThis report will describe buyers' priorities, and what they're looking for from their insights platforms, based on research gathered during the Forrester Wave evaluation on Enterprise Insights Platforms.
Jun 2017Infrastructure & OperationsSystem Failure And Outages: How To Avoid These In Your CompanyCharles BetzThe year 2016 has been a tough one for some of the airlines and other business due to failures in technology or human errors. Stranded passengers or mad customers are a damage to these companies brand -- not to even mention the lost revenue. This report will examine the outages with suggestions on how to avoid these.
Jun 2017Enterprise ArchitectureArchitect Cloud-Native Solutions With KubernetesCharlie DaiFollowing the CloudNativeCon + KubeCon Europe, March 29-30 in Berlin, this report will discuss the open source system Kubernetes, including its architecture and open source components and frameworks related to Kubernetes, such as Fluentd, OpenTracing, and Prometheus, as well as Cloud Foundry and OpenShift; commercial solutions such as CoreOS Tectonic, Rancher Labs Rancher 4, and Red Hat OpenShift Enterprise; and open source frameworks that interact with Kubernetes, such as OpenStack and VMware VIC.
Jun 2017Infrastructure & OperationsThe Forrester Wave: Asia Pacific Hosted Private Cloud, Q2 2017Charlie DaiThis Forrester Wave will evaluate the most significant Asia Pacific providers in the hosted private cloud services market. This report follows the "Vendor Landscape: Hosted Private Cloud, Q3 2016."
Jun 2017Security & RiskThreats From Line 0Chase CunninghamThere's a threat that security pros often ignore but that's as critical to their firm's future as any malware or DDoS threat: intellectual property theft. While the universe of security solutions continues to explode, security leaders are failing to assess the risks from the very code that runs their most critical systems, from mobile POS devices in their retail stores to the technology infrastructure in their data centers. In this report, we detail a few measures that your security teams should adopt to thwart this threat and keep your company firm's IP safe.
Jun 2017Enterprise ArchitectureChoosing The Right ECM Business PartnersCheryl McKinnonECM solutions typically involve business process changes, system customization, and organizational changes to fully realize a return on investment. This report will specify key considerations when choosing an ECM business partner.
Jun 2017CIOMaximizing Business Value Of TechnologyChristopher Mines, Matthew Guarini, Laura Koetzle, Glenn O'DonnellThis report will focus on technology leaders including CIOs, CDOs, and CTOs. It will also address the opportunities and challenges of other C-level executives as they leverage technology to deliver on the organization's strategic goals. This report lays out the tech execs' rapidly emerging leadership role in delivering a customer-obsessed operating model -- but as a Playbook 2.0 foundational report, this report won't directly address this role relative to varying levels of maturity and sophistication. This logic also applies to geography and industry, although the report will be most applicable to those geographies that have more sophisticated approaches to technology.
Jun 2017Customer InsightsDrive Personalization With Mobile AnalyticsCinny Little, James McCormickMobile has changed your customers' expectations. They expect access to anything, anywhere, anytime. Customer insights (CI) pros must up their game in mobile engagement measurement to gain insights and optimize customers' mobile moments. But don't separate mobile analytics from action-based insights in other channels -- especially digital. This is an update to the previously published 2016 report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017Security & RiskBest Practices For Mitigating Geopolitical Cyber-RiskClaire O'MalleyTurning threat intelligence into action is the goal for any security program. This report explains how to use your understanding of global cyberthreats to improve awareness, change behavior, and strengthen controls to minimize your organization's exposure to cyberrisks that threaten your business around the world.
Jun 2017Application Development & DeliveryDrive Continuous Improvement With Strong Change Management And Employee TrainingClaire SchooleyOrganizations need processes that allow them to make changes quickly and keep employee skills razor sharp and aligned with company goals. This updated report describes the latest thinking in managing change and an explanation of the learning delivery approaches that allow organizations to adopt change successfully
Jun 2017eBusiness & Channel StrategyThe State Of The Digital StoreClaudia TajimaThe face of retail continues to change. In-store digital experimentation is well underway, and eBusiness executives have the technical know-how and an increasingly cross-functional view to lead these initiatives into full-scale rollouts. In this landscape report of the digital store playbook, we lay out the current state of digital store initiatives and the promising opportunities a digital store overhaul represents for retail. This chapter of the digital store playbook updates the edition originally published on June 10, 2014.
Jun 2017CIOStart Properly Now With AI So You Don’t Get Burned LaterCraig Le ClairMobile and social enhancements are still core Age of the Customer enablers, but the conversation has shifted to the potential of AI and automation to build next-gen customer experiences. While AI possibilities are numerous, the specific steps and roadmap risks are less so. CIOs are rightly concerned about getting burned down the road. This report discusses five specific risks areas: business, learning, project, technology, and organization categories and describes how not to get burned for each. And, addressed properly, these risk areas can provide a template for how to implement AI in a manner that delivers a differentiated and valuable service.
Jun 2017CIOCase Study Of Telefonica's Digital Transformation Road Map PlanningDan BielerLike many organizations, Telefonica is going through its own digital transformation. Telefonica places great emphasis on being able to measure the impact that its digital transformation has on its operations and finances. In order to enable the end-to-end digitalization of its global operations, Telefonica has chosen a centralized approach. This case study investigates the approach that Telefonica has taken to prepare for digital transformation, including the impact of its transformation strategy on customer experience and its operational set-up. Moreover, this report highlights the implications for the CIO as business enabler who needs to prepare for this task.
Jun 2017Infrastructure & OperationsWorkforce Enablement Defined: Elevate Productivity And EngagementDavid K. JohnsonPsychological and neurological research offers critical insights into where high performance and creativity come from, how they affect customer experience and profit, and how organizations are unknowingly destroying workforce performance. With this research, we'll show infrastructure and operations (I&O) pros how to forge a new path and supercharge knowledge workers' productivity and company performance. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. In this version, we have included the most recent data available and expanded our focus on enabling flow.
Jun 2017Customer ExperienceThe CX Transformation Playbook: Executive OverviewDavid TruogGood customer experience (CX) drives business success. The data proves it. But great CX is rare and beyond the reach of most firms — unless they undertake a journey to CX transformation. This playbook describes what you need for CX transformation then helps you assess and benchmark your organization, craft a strategy, and secure funding for it. It then helps you improve at the six competencies of CX management so you can establish the practices you need to be successful, optimize them, and then innovate new practices. (This report is part of The CX Transformation Playbook.)
Jun 2017Application Development & DeliveryVendor Landscape: Application Performance TestingDiego Lo GiudiceAs more mobile moments get into our daily lives, performance testing shifts more to the left. Cloud players are disrupting the market, open source has caught up and a more significant base of TM users have transitioned to more agile and continuous delivery practices. In this research, as a follow on to the 2015 earlier brief, we will describe the market landscape of modern performance testing tools, or tools that allow agile and continuous delivery teams to test performance as they test functionality early while they also leverage run-time feedback.
Jun 2017Customer ExperienceWrong Record- The Business Case For CX TransformationDylan CzarneckiHow much ROI will your CX efforts deliver for your company? That's the question you need to answer if you're going to secure funding for your CX transformation. When you go in front of your CEO or your CFO you'll need hard numbers that put you on the same footing as everyone else looking for the C-suite to write a check. This report will show CX leaders how to create an ROI model that will let them step in front of any level of management and demonstrate that what they do can move the bottom line. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceHow To Build A Business Case For CX TransformationDylan Czarnecki, Maxie Schmidt-SubramanianCustomer Experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits CX transformation leaders need to invest in areas like training, technology, and professional services. Do the benefits of CX transformation outweigh the costs and result in positive ROI? And how can you make that determination for your company? This report will show business leaders how to calculate the benefits, cost, and ROI of an enterprise-wide CX transformation, and use the resulting ROI model to fuel a winning business case for CX transformation.
Jun 2017Infrastructure & OperationsAnatomy Of An Outage: How Atlassian Used ChatOps to Keep Their Customers HappyElinor KlavensOutages are inevitable, most organizations prepare for them with complex and expensive application resiliency strategies. Failovers are planned and practiced, processes are outlined, yet one area difficult to practice is collaboration. During an outage distributed teams will have to make decisions, share statuses, and interact with internal and external stakeholders. These situations are make or break for company reputation and customer satisfaction. Amazon's S3 outage put many companies to the test. ChatOps helped Atlassian reach a speedy resolution, while maintaining customer focus.
Jun 2017eBusiness & Channel StrategyTrends 2017: North American Digital InsuranceEllen CarneyThis report focuses on the drivers that are shaping the insurance landscape and the key actions that North American insurance digital business strategy teams must take through the remainder of 2017 as a result.
Jun 2017B2C MarketingAdvance Your Approach To Customer LoyaltyEmily CollinsIf you're serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning, and financial and cultural commitment. This report, part of the customer loyalty playbook, outlines Forrester's self-assessment and maturity model for B2C marketing pros who wish to create a successful loyalty strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017B2C MarketingExecutive Q&A: Make The Most Of Your Loyal AdvocatesEmily CollinsOne of the purported benefits of having loyal customers is that they will recommend you to friends and family. This document will help you build advocacy into your customer loyalty strategy.
Jun 2017B2C MarketingLoyal Employees Earn Loyal CustomersEmily CollinsInternal culture is at the root of a company's brand promise. Marketers serious about building customer loyalty need to make sure loyalty is communicated and acted on both internally and externally.
Jun 2017B2C MarketingVendor Landscape: Customer Loyalty SolutionsEmily CollinsThis vendor landscape will assess the current market of customer loyalty solutions and help B2C marketers understand the different segments of vendors and their offerings and capabilities.
Jun 2017B2C MarketingThe ROI Of Customer LoyaltyEmily Collins, Reggie LauLoyalty programs and  technologies promise to engage customers, develop loyal followers, and improve word-of-mouth referrals. This report helps B2C marketers make a convincing business case for loyalty investments. It provides a return on investment (ROI) model for loyalty investments using Forrester's Total Economic Impact (TEI) framework.
Jun 2017GDPR Roles And ResponsibilitiesEnza IannopolloIn this report, Forrester provides security pros with detailed guidelines on the roles and responsibilities for achieving and maintaining GDPR compliance across the business.
Jun 2017Security & RiskPrivacy As A Corporate Social ResponsibilityEnza IannopolloThis report examines the characteristics and policies of global enterprises that have called out privacy as one of their top corporate social responsibilities.
Jun 2017Continuous Optimization For Customer Life CycleEric G. BrownDescription.
Jun 2017B2C MarketingThe Hospitality Industry's Take On Social MarketingErna Alfred LiousasThe hospitality industry has not only embraced social media but also created unique experiences and opportunities for customers. How can other industries leverage hospitality's example to deepen customer relationships?
Jun 2017B2C MarketingThe Forrester Wave: Social Media Management Solutions, Q2 2017Erna Alfred Liousas, Jessica LiuWhen did you last review your social media management tools? This report highlights the most significant providers within the social media management space. We evaluate providers based on how well each vendor fulfills our criteria and where they stand in relation to one another to help you find the best partner for your organization.
Jun 2017Infrastructure & OperationsKPIs To Succeed In Business Technology Operational ExcellenceEveline Oehrlich, Bill MartorelliYou must support the universal law of "what gets measured gets attention" with KPIs and metrics that enable the business toward its goals of customer experience improvements and customer obsession. Most I&O organizations are struggling with what to measure and report for value in the journey toward becoming customer-obsessed organizations. This report will present key KPIs and metrics useful in that ongoing journey.
Jun 2017Customer ExperienceTo Win In CX, Healthcare Must Embrace DigitalFaith AdamsAs an industry, healthcare organizations, specifically payer and provider, typically lag behind others in adopting digital technologies. As these organizations struggle to engage with their customers and patients to improve their health while also reducing costs, embracing digital technologies provides an opportunity to change this. But the what, how, when, and why to implement these solutions remains unclear due to competing priorities. CX professionals will want to read this report to understand the landscape and determine how to influence the prioritization of investments in their organization's shift to digital and create a win-win for them and their customers.
Jun 2017Customer InsightsUnderstand Consumer Data TypesFatemeh KhatiblooThis brief will explain the different types of consumer data, including first-party data, second-party data, etc., and outline how CI pros can benefit from these various types of consumer data.
Jun 2017eBusiness & Channel StrategyDigital Touchpoint Investments Significantly Influence US Retail SalesFiona SwerdlowThis document updates our annual forecast of the influence of web research on physical stores.
Jun 2017CIOUnderstanding Three IoT Business ScenariosFrank E. GillettThis report will outline the underlying use cases and  deployment models for the three most common IoT business scenarios.
Jun 2017CIOIndustrial IoT Platforms Offer Better Support For Specific Industry NeedsFrank E. Gillett, Nigel FenwickGE Digital launched Predix to the world in 2016. Minds + Machines 2016 was the first showcase for Predix as a serious digital platform. This report highlights how GE Digital aims to shake up the industrial sector with Predix and why CIOs need to consider GE Digital as both a threat and a potential partner to drive their own organizations' digital transformations.
Jun 2017Application Development & DeliveryRemote Order Entry And Direct Store Delivery Best PracticesGeorge LawrieThis research will look at techniques for lightweight order capture in the field. How much inventory visibility or credit check in enough? It will look at the way in which AD&D professionals can combine their own ability to mobilize and distribute order capture functionality with vendors' store execution platforms.
Jun 2017Enterprise ArchitectureAgile ArchitectureGordon BarnettThis case study will highlight lessons learnt by a Forrester client in their journey to become an agile architecture practice.
Jun 2017Enterprise ArchitectureThe Forrester Wave: Enterprise Architecture Management Suites, Q2 2017Gordon BarnettIn our 40-criteria evaluation of Enterprise Architecture Management Suite providers, we identified the 10 most significant ones Avolution, BiZZdesign, BOC Group, Dragon1, Future Tech Systems, MEGA International, Planview, Orbus, Software AG, and UNICOM, and researched, analyzed, and scored them. This report shows how each provider measures up and helps Enterprise Architecture professionals make the right choice.
Jun 2017Customer ExperienceHow To Build A Strategy For CX TransformationHarley ManningYou've crafted your  customer experience (CX) vision, aligned executive support, determined your level of CX management maturity, and benchmarked yourself against competitors. Now what? How can you get from where you are today to where you want to be? This report will help CX leaders determine a road map to guide which initiatives they take on, and in what order. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceThe Vision For CX TransformationHarley ManningAs power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That’s a rational response because CX transformation can yield financial benefits including faster revenue growth or lower costs to serve. The problem: Transformation is hard. To do it successfully, organizations need to craft a CX vision, establish CX competencies, and execute those competencies with discipline. This report shows aspiring CX transformation leaders why their organization should transform and what they need to do to make that happen.
Jun 2017Security & RiskMaintain Your Security EdgeHeidi SheyNew security objectives and approaches call for shifts in architecture and operations -- but more importantly, for firms to renew their investments in their most valuable asset: employees. Over time, outdated skills, stagnated thinking, and complacency on the part of individuals and groups become a threat to the business. It's time for security and risk (S&R) leaders to invest not only in themselves and their staff, but all employees -- because employees, not technologies, are responsible for designing and implementing the security strategy and driving behavioral change. This report was originally published on November 1, 2013; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017Security & RiskVendor Landscape: Data ClassificationHeidi SheyData classification is a core component of defining and understanding data that security and risk (S&R) pros must protect, as well as identifying the way employees should handle it and the types of security controls that are necessary. Data classification tools, which include manual (user-driven) and automated classification, help organizations apply metadata tags to sensitive data. In this report, we explore the vendor landscape and solutions for data classification.
Jun 2017Enterprise ArchitectureThe Forrester Wave: Data Governance Stewardship And Discovery, Q2 2017Henry PeyretThis evaluation will be an update to the "The Forrester Wave: Data Governance Stewardship Applications" report that was published in Q1 2016.
Jun 2017Enterprise ArchitectureVendor Landscape: B2B IntegrationHenry PeyretNew but an important component in the integration landscape, IoT integration deals with streaming, multiple M2M protocols, real-time issues, large volumes, etc. There are two sorts of offerings for now with IoT for commercial and IoT for industrial with.
Jun 2017Application Development & DeliveryImplement Effective Customer Service MetricsIan JacobsThis report outlines the method for defining metrics as part of Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report is designed to help AD&D execs measure the success of their customer service operations, which is difficult to do at best. Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service operations focused, managers should develop a Balanced Scorecard of key performance indicators (KPIs). This report defines nearly 40 operational metrics for tracking contact center KPIs to help organizations focus on the ones that will move the needle.
Jun 2017Application Development & DeliveryWho Does Customer Service Well Via Facebook Messenger?Ian JacobsCX professionals working on new digital experiences for customer service should have an answer when their executive teams ask, "Who does customer service well via Facebook Messenger?" To answer that question, Forrester has adapted its Digital User Experience Review methodology to evaluate the customer service offerings on Facebook Messenger from eleven notable brands. This report highlights what those brands are doing well, what they're doing poorly, and recommendations for how to successfully execute quality customer service on Facebook Messenger.
Jun 2017Application Development & DeliveryUse Centralized Chatbots To Borrow Customer Service MomentsIan Jacobs, Laura NaparstekConsumers consolidate the time they spend using smartphones into just four or five apps. Partly, they're tired of jumping in and out of apps and just want some consistency in experience and functionality. As the number of customer service-focused chatbots in the marketplace explodes, that same dynamic will come into play. Driven by experiences with centralized platforms such as Amazon's Alexa and Microsoft's Cortana, consumers will come to expect some consistency across chatbots from different brands. This research will detail ways in which brands can capitalize on the customer service moments these centralized platforms command.
Jun 2017Infrastructure & OperationsHow To Budget For Workforce And Customer-Facing Technologies In 2017 And BeyondJ. P. GownderInfrastructure and operations (I&O) leaders planning their budgets for 2016 and beyond must invest in the business technology (BT) agenda -- that is, spending on technology that helps win, serve, and retain customers. They must create a strategy and budget to outfit workers with devices, software, and services to improve their productivity while also helping with both the strategy and budgetary support of customer-facing interaction technologies. This report helps you benchmark your organization against those of your peers as you work with business partners to plan investments that will drive business results for your company. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. This update includes recent Forrester survey data on budgeting for the BT agenda.
Jun 2017Infrastructure & OperationsTechRadar: Automation Technologies, Robotics, And Cognitive Computing In The WorkforceJ. P. GownderA host of new technologies that automate physical tasks (robotics), intellectual tasks (cognitive computing), and customer service tasks (everything from self-help kiosks to grocery store scanners) are reshaping the workplace. Forrester forecasts that, together, these automation technologies will eliminate, cannibalize, or prevent the creation of millions of jobs -- to the tune of -7% net jobs by 2025. This includes 16% job losses but also 9% job gains. In this report, we seek to understand the future of the technologies in this space. Overall, though, the automation revolution will lead to greater collaboration between three groups; robots, customers, and employees. We will analyze them using our TechRadar methodology to understand which technologies will impact the workforce -- and when.
Jun 2017Customer InsightsVendor Landscape: Digital Intelligence Service ProvidersJames McCormickThis report helps CI professionals navigate the market of different service providers and their offerings for digital intelligence solutions.
Jun 2017B2C MarketingVendor Landscape: Marketing Measurement And Optimization SolutionsJim NailMore-powerful technology, growing data volume, and marketers' increasingly data-driven focus are key trends driving significant innovation in the marketing performance measurement sector. This gives marketers more choice than ever, but it also requires them to update their understanding of the market and take a fresh look at current marketing measurement approaches. B2C marketers and analytics pros looking to improve their ability to measure the financial contribution of marketing should read this report to understand and assess how this range of offerings fits with their needs. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017CIOData Commercialization: A CIO's Guide To Taking Data To MarketJennifer Belissent, Ph.D.Digital transformation fuels a thriving data economy. As companies embrace all things digital, many have put the resulting data to work internally to improve operational efficiency, service delivery, and ultimately customer experience. But now many digital business leaders, CIOs, chief data officers, and chief analytics officers embrace the opportunity to develop and deliver data products and services so that others can benefit from their data as well -- for a price. This report delivers an overview of the current trends in data commercialization and provides recommendations for CIOs and their peers who want to begin reaping the benefits.
Jun 2017Application Development & DeliveryForrester's Data Valuation FrameworkJennifer Belissent, Ph.D.This report introduces a framework for data valuation that helps with M&A activities and data asset commercialization strategies.
Jun 2017Customer InsightsThe Insights Services Directory, Q2 2017Jennifer Belissent, Ph.D.The insights services landscape is expanding, with players emerging from diverse origins. This resource helps clients understand the available options for subscription-based insights and implementation support.
Jun 2017Customer InsightsAdopt Insights Services To Accelerate Your Business TransformationJennifer Belissent, Ph.D., Elizabeth CullenBusiness and technology decision makers increasingly look for external help to become insights driven. They are not necessarily looking to build an insights platform or staff a data science team -- they want to subscribe directly to the insights, a set of prescribed actions, and the predicted outcomes. This new engagement model brings its own set of challenges: How do you select the best fit? Which internal teams should be involved? How do you measure success? This report offers CI pros and their peers best practices in how best to engage an external insights service provider.
Jun 2017B2C MarketingSocial Live Streaming Success Requires A Video StrategyJessica LiuSocial networks have permanently changed the event experience by bringing previously inaccessible moments closer to home and making them more participatory. This report discusses how the introduction of live streaming has further changed the game and how marketers can take advantage.
Jun 2017Customer ExperienceThe Journey Analytics Road Map: From Start To ScaleJoana van den Brink-Quintanilha, Alex CauseyThis report will build out how to do customer journey analytics from five different starting points: attribution measurement, digital-pathing insights, CRM solutions, voice of the customer data, and journey design capabilities.
Jun 2017B2C MarketingDrive The BT Agenda With A Marketing Technology OfficeJoe StanhopeCustomers, empowered by always-connected digital devices, can engage with brands at any time, from any place, and at any point within the customer life cycle. To respond with relevance in real time, marketers must transform batch-oriented and channel-focused campaign management teams into nimble teams that contribute to the shift toward becoming a customer-obsessed organization. Customer insights (CI) pros who are a part of the marketing organization must build, iterate, and scale marketing technologies across the enterprise using a marketing technology office (MTO) and help bridge the gap between marketing and technology management (TM) to create a shared business technology (BT) agenda. This will be an update to the original report about the marketing technology office (MTO).
Jun 2017B2C MarketingMaking The Most Of Data OnboardingJoe StanhopeOnboarding is a relatively standard capability for marketers, and solutions have been available for several years, but as digital marketing becomes more complex, dynamic marketers need to understand how to maximize the impact of their onboarding investments. This document helps B2C marketers leverage CRM data onboarding effectively.
Jun 2017Application Development & DeliveryHow To Solve Your SFA Adoption WoesJohn BrunoForrester customers routinely cite adoption as one of the leading causes for CRM failures, and these struggles only intensify for sellers using SFA solutions. For many sellers, SFA is a necessary evil that eats into their selling time. This report will showcase how companies have successfully achieved high SFA utilization.
Jun 2017Application Development & DeliveryQuantify The Business Value Of CRMJohn BrunoCRM initiatives must not only be technically sound but also must answer the question, "What will we get for our money?" Application development and delivery (AD&D) pros who lead CRM projects must build business cases correctly or risk launching initiatives that fail to gain traction with senior management and are not sharply focused on delivering business results. This module of the CRM playbook describes how to apply Forrester's Total Economic Impact™ (TEI) methodology to ensure that your CRM plan addresses four critical questions: What are the business benefits? What is the impact on technology management or project costs? Is future flexibility increased? How will risks be mitigated? Compare your project with Forrester's benefit and cost benchmarks as a starting point. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. 
Jun 2017Application Development & DeliveryThe Forrester Wave: Sales Force Automation, Q2 2017John BrunoThis report will evaluate the most significant SFA solutions in the market and detail our findings in order to help application development and delivery (AD&D) professionals supporting CRM select the right solution for their customer engagement initiatives.
Jun 2017Application Development & DeliveryThe Future Of CRM Sales AutomationJohn BrunoAs sales force automation moves more into the mainstream and becomes a more prominent part of an enterprise's technology portfolio, it is evolving beyond an opportunity and pipeline tracking workflow engine. This report will detail how software vendors are becoming more user-obsessed as they look to provide individual salespeople with the capabilities they need to close deals.
Jun 2017Application Development & DeliveryThe Three Faces Of Platform-As-A-ServiceJohn R. Rymer, Dave BartolettiInterest in platform-as-a-service (PaaS) is running high. However, customer expectations are misaligned with the reality of PaaS products. Worse, PaaS is changing fast, as Docker and Kubernetes rise as platform foundations and customers push more of their workloads into, for the most part, public cloud platforms. This report offers software development leaders a pragmatic approach to PaaS.
Jun 2017Security & RiskVendor Landscape: External Threat Intelligence, 2017Josh ZelonisThe overwhelming threat landscape, coupled with the desire to transition from reactive to proactive security, is driving interest in cyberthreat intelligence. Organizations are looking to complement internally developed threat intelligence with external threat intelligence. In this report, we give S&R pros the tools to evaluate cyberthreat intelligence providers, along with analysis of the top players in the space.
Jun 2017Application Development & DeliveryHow Financial Services Firms Invest In Business Technology To InnovateJost HoppermannLeveraging data from the Financial Services Architecture Online Survey 2016 the brief will analyze where AD&D teams can expect key areas for investment, whether these areas are in a position to drive innovation and whether related business applications are suited to foster improvement of customer experience.
Jun 2017eBusiness & Channel StrategyMake Smart Mobile Technology ChoicesJulie A. Ask"What are my competitors doing?" is one of the most frequent questions that Forrester's clients ask. This report helps eBusiness professionals benchmark both their use of mobile technology and spending versus other companies.
Jun 2017eBusiness & Channel StrategyMobile Moments Transform Commerce And Service ExperiencesJulie A. AskMobile provides eBusiness and channel strategy professionals with opportunities to transform commerce and service experiences online and in physical locations. To master these moments, use the IDEA (identify, design, engineer, and analyze) cycle. This report explains how to apply the IDEA cycle to transform customer experiences with mobile. This is an update to the report originally published on February 11, 2015. Forrester has updated it with recent executive survey data and fresh examples.
Jun 2017eBusiness & Channel StrategyOrganize For Mobile SuccessJulie A. AskAs firms mature their mobile strategies in 2016 and beyond, the C-suite must take ownership of mobile initiatives to ensure they get the required dedication, processes, and resources. This report helps eBusiness professionals retool their company's mobile organization model by developing a cross-functional steering committee to obtain and prioritize resources; a center of excellence to ensure the best use of mobile; Agile IDEA teams for product development; and a mobile infrastructure services team to support those teams.
Jun 2017Application Development & DeliveryHow AI Will Transform Customer ServiceKate LeggettBillions of dollars are flowing into AI startups and software development. AI promises to be the panacea for AD&D pros supporting customer service applications to make their operations more productive and smarter and to forge better emotional connections with their customers. Read this report to understand the capabilities available today -- and could be available in the future -- to infuse intelligence in customer service.
Jun 2017Application Development & DeliveryThe Mandate For Customer Service: Automate, Digitize, Or DieKate LeggettCustomers demand that you value their time. They increasingly use self-service and digital channels for customer service, and when these channels fail, they turn to the phone. This report describes how and why AD&D pros supporting customer service operations must radically transform their customer service operations to accommodate the modern customer, where digital engagement -- not people -- is at the heart of how companies service their customers. It also describes how to use agents strategically to complement and extend the power of digital operations.
Jun 2017Application Development & DeliveryAmazon Connect: Not Yet Ready For Prime TimeKate Leggett, Art Schoeller, Daniel HongOn March 28, Amazon announced the availability of its cloud contact center offering called Amazon Connect. Even though this is a preliminary offering, it signals a potential significant disruption in a mature and well- established market. AWS is the leading infrastructure-as-a-service platform for cloud contact center vendors, so Amazon’s entry coming in from “the bottom up” is a disruptive move. Amazon is one of the most successful digital relationship companies, able to weave products and services into the fabric of consumers' lifestyles in addition to providing computing services that power all types of businesses. In this brief we provide our analysis of what this offering is today and what it means for AD&D pros supporting customer service organizations.
Jun 2017CIO2017 Technology Imperatives For US Healthcare ProvidersKate McCarthyIndustries ranging from retail and financial services to airlines and consumer products firms have embraced the age of the customer and pivoted their technology agendas accordingly. This shift has only recently started for healthcare providers. To thrive in a newly competitive landscape where consumers are taking a more active role in their own care, healthcare provider CIOs must shift their organizations' technology agendas around four imperatives. To do this, they must also step out of the back office and partner with their chief marketing officers (CMOs) as well as their chief medical officers.
Jun 2017CIOHealthcare's Customer Model Is Upended As Insurers Struggle To Earn LoyaltyKate McCarthyAs health insurance moves from B2B to B2C, what drives healthcare consumers' loyalty remains elusive. Forrester's Consumer Technographics surveys begin to answer some questions about consumer preferences, and this report will leverage best practices from industries like retail, banking, and aviation to create a framework on which to build customer loyalty in healthcare.
Jun 2017CMOThe Chatbot Will See You NowKate McCarthy, Michael Facemire, Alex KramerHealthcare organizations have been using bots for nearly a decade with Boston Medical Center's Louise, the robot discharge planner, and now virtual therapists with companies like Therachat. As healthcare organizations embrace mHealth with apps and virtual care, this report will help healthcare leaders think about how chatbots and conversational interfaces can advance their digital experience strategy to better engage patients/customers.
Jun 2017Customer ExperienceEstablish Research For CX TransformationKelly PriceCX transformation requires that you know your customers and  their goals, and communicate that knowledge to employees and partners. To do this, you need to establish robust customer understanding practices. But for most firms, that's a tall order. This report describes what exactly you need to establish and how to do it to become truly customer-centric. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceExecutive Q&A: Personas For CXKelly PricePersonas are a valuable customer experience (CX) design tool, helping firms build empathy for their customers, and create customer-centric experiences. But many firms, whether practiced in using personas or looking to create them for the first time, have questions about what personas are and how they should be used. This report answers common questions Forrester receives about personas.
Jun 2017Customer ExperienceInnovate Research For CX TransformationKelly PriceAfter your firm, on its path to CX transformation, has optimized its customer understanding practices, to know your customers and their goals and communicate that knowledge to employees and partners, you're ready to innovate unique new facets of these practices to help you attain and sustain world-class customer centricity. This report highlights how certain firms are doing just that. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceOptimize Research For CX TransformationKelly PriceOnce you've established solid customer understanding practices on your journey to CX transformation, you need to optimize by adopting best practices in how you know your customers and their goals and communicate that knowledge to employees and partners. This report describes what those best practices are. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017Infrastructure & OperationsThe Forrester Wave: North American Hosted Private Cloud Services, Q2 2017Lauren E. Nelson, Bill MartorelliThis Forrester Wave will evaluate the most significant North American providers in the hosted private cloud services market. This is the successor Forrester Wave to "The Forrester Wave: Hosted Private Cloud, Q4 2014" and follows our "Vendor Landscape: Hosted Private Cloud, Q3 2016."
Jun 2017eBusiness & Channel StrategyDetermine Your Global eCommerce ReadinessLily VaronThis report will help eBusiness professionals at firms planning on expanding their footprints into global markets to determine their readiness for globalization.
Jun 2017eBusiness & Channel StrategyeCommerce Trends And Outlook In Australia, China, India, Japan, And South KoreaLily VaronThis forecast will identify key trends in each of the Asia Pacific online markets and provides a new look at the projected market size by country over the next five years.
Jun 2017eBusiness & Channel StrategyVendor Landscape: Translation ManagementLily VaronThis report provides eBusiness professionals an overview of key vendors in the translation management market.
Jun 2017Application Development & DeliveryA New Approach To SaaS Governance and Vendor ManagementLiz HerbertThis report will provide best practices for SaaS solution governance helping readers adopt new organizational structures, process and the RACI method.
Jun 2017Application Development & DeliveryPowering New Business Models With SaaSLiz Herbert, John R. RymerAs B2B firms evolve to cloud ecosystems, they face tough questions about what to build and how to support it to ensure innovation, scale, and security. This report will talk about key platform decisions and will overview strategies for building or modernizing you cloud-based ecosystem.
Jun 2017B2B MarketingB2B Marketers Must Step Up To Message ManagementLori WizdoThis document will present a framework for marketers to keep their messaging aligned at multiple altitudes -- strategic thought leadership to outcome-oriented sales tools.
Jun 2017B2B MarketingB2B Marketing Maturity In The Financial Services IndustriesLori WizdoThe focus of this report is the wholesale financial services marketing. The audience is marketing executives in a banking or investment company. The report will cover the current state of marketing maturity for business-to-business financial services, such as lending and investment banking as well as treasury, trade, and trust services. We will look at marketing practices for these firms multiple audiences: enterprise, middle market firms, and small businesses.
Jun 2017B2B MarketingEvolving To The Customer-Obsessed OrganizationLori WizdoDecades of legacy marketing practice have left B2B marketing leaders with a blend of product-centric and channel-optimized marketing teams and an organizational structure that doesn't effectively support the customer-obsessed approach needed to win, serve, and retain empowered customers. B2B marketing leaders must implement a new customer-centric model while not disrupting product marketing and sales support and while still achieving channel efficiencies. The scope of the change is high. Your marketing team will be stressed to define new processes, learn new technology, and rethink their role in the company. This document presents an organizational framework that will help B2B marketing leaders develop customer-obsessed marketing teams.
Jun 2017CIODeveloping An Innovation CultureMarc Cecere, Bobby Cameron, Nate MeneerDescription coming soon.
Jun 2017CIOA Workforce Revolution Shapes The EconomyMarc Cecere, Matthew GuariniWith CIOs fighting an escalating war for talent, the gig economy has the potential to be a valuable tool to reimage the technology management function. This brief will help you prepare your team for winning in the gig economy. It also will provide a blueprint for how you can help your company benefit from it.
Jun 2017Enterprise ArchitectureStrategic Portfolio Management Is AgileMargo VisitacionNew customer-obsessed operating models required to win in the age of the customer become the hallmark of successful digital transformation. But it requires a significant change in how organizations manage their investment and delivery portfolios from top down, hierarchical planning to decentralized decision-making driven by Agile teams. To learn how companies needed changes, we asked executives at customer-obsessed companies about their best practices. This report explores the leadership initiatives adopted by successful organizations to adopt Agile portfolio planning.
Jun 2017Application Development & DeliveryDing Dong, The Salesman Is Dead; Long Live B2B PortalsMark GrannanIf direct sales models are under threat, what replaces them? Self-service, of course. B2B partner and customer portals are a staple of self-service engagement, and they're only becoming more important. In this report, we'll investigate the key elements that comprise a good self-service experience and the technology options that exist today.
Jun 2017Application Development & DeliveryEvolutionary Guide: DX And CRMMark GrannanSoftware buyers want to know: how should we plan for digital experience (DX) in light of our existing customer relationship management (CRM) strategy? The answer depends on many specifics. What is your industry? How does your company make money? Are your customers shifting to self-service models? Are your competitors disrupting your landscape with digital-enabled offerings? In this report, we'll investigate how DX and CRM co-exist and overlap in 2017.
Jun 2017CIOHow To Organize And Govern For Blockchain InnovationMartha BennettDescription coming soon.
Jun 2017B2B MarketingFrom Enterprise To XaaS: How To Migrate And Align Your Routes To Market With The New ModelMary Shea, Liz Herbert, Shanta Samlal-FadelleAs B2B firms shift their portfolio from on-premises to cloud-based solutions, marketing, and sales leaders face various challenges and considerations as they migrate direct and indirect selling resources to the new model. Building off of the best practices of native cloud companies, this report looks at ways to align, enable and motivate B2B sellers across all routes to succeed in an as-a-service-based world.
Jun 2017Customer ExperienceThe Future Of FeedbackMaxie Schmidt-Subramanian In a world of social networking, artificial intelligence and rising mobile device usage, companies have to move past email surveys as their main mode of collecting the customer feedback they need to measure CX. To give companies a north star, Forrester will highlight key trends of the future of feedback collection and show companies who are successfully moving into that future.
Jun 2017Customer ExperienceVoC Tech Provider Landscape, 2017Maxie Schmidt-SubramanianThe VoC tech provider landscape is a complex ecosystem of CFM platforms and VoC specialists. Forrester will give CX pros an overview of this market and acquaint CX pros with some of the relevant tech providers in the field.
Jun 2017Security & RiskBuild A Cross-Functional Identity And Access Management TeamMerritt Maxim For security and risk leaders building a comprehensive identity and access management (IAM) strategy for their digital business, this report provides an overview of the skills, job descriptions, and compensation levels for key roles.  
Jun 2017Security & RiskThe Forrester Wave: Customer Identity And Access Management, Q2 2017Merritt MaximDigital businesses need deep customer insights to successfully deliver new products and services that can increase customer engagement and sustain brand loyalty while maintaining customers' security and privacy. Customer identity and access management (CIAM), if done well, can help business owners achieve this. In this Forrester Wave, we identify the most significant CIAM vendors and then research, analyze, and score them.
Jun 2017Application Development & DeliveryThe State Of Mobile Development ToolsMichael FacemireDevelopment teams have many options for building app experiences on mobile devices -- use the native tools, cross platform tools, or the web? This report, updated regularly and driven by our Forrester Technographics Developer Survey, takes a look at the current options that mobile development teams have, the shortlist of options they should consider, and how to go about making that decision.
Jun 2017Application Development & DeliveryThe State Of Web Development LibrariesMichael FacemireAngular 2, React, Ember, and Vue -- the set of JavaScript libraries and frameworks are constantly changing. This report, updated regularly and driven by our Forrester Technographics Developer Survey, takes a look at the current options that web development teams have, the shortlist of options they should consider, and how to go about making that decision.
Jun 2017Enterprise ArchitectureMastering The AI Operating ModelMichele GoetzAI will stretch a company's roles, skills, and processes when it comes to designing, deploying, and taking advantage of AI systems. This report provides insight into these changes and how to evolve from a mindset of big data analytics to machine learning and the emerging world of AI.
Jun 2017Infrastructure & OperationsIoT Software Platforms Vendor Landscape 2017Michele PelinoThere are over 200 vendors and service providers participating in the IoT software platform market. This vendor landscape report will provide various frameworks to segment these IoT software platform vendors. Examples of segmentation frameworks include: features supported, consumer vs. industrial vs. vertical approach, white label vs. direct distribution channels, and geographic reach.
Jun 2017eBusiness & Channel StrategyWhat Brands And Manufacturers Need To Know About Selling Direct To ConsumersMichelle BeesonThis report will consider the reasons behind why brands and manufacturers choose to sell direct to consumers, the different approaches, and the impact on existing retail partner relationships.
Jun 2017Application Development & DeliveryThe Forrester Wave: Cognitive Search And Knowledge Discovery, Q2 2017Mike GualtieriThis report details our evaluation of the search and knowledge discovery solutions.
Jun 2017Infrastructure & OperationsApplication Performance Management For DevelopersMilan HansonDescription coming soon.
Jun 2017Enterprise ArchitectureThe Culture Mindshift: How EA Professionals Can Help Build Insight-Rich CulturesNasry AngelTechnology management and business professionals have different needs when it comes to building insight-driven cultures. This report will provide practical recommendations on how each side can work with the other.
Jun 2017CIOBrief: Physical Product Development Services FirmsNate FlemingThis report will examine how firms are helping clients develop innovative and customer-engaging physical objects and how they're embedding software into these products.
Jun 2017CIOProduct Development And Digital Transformation, By VerticalNate FlemingForrester survey data shows that firms across verticals are catalyzing their digital transformation initiatives in the product development organization. This report explains why product development must be wrapped into transformation initiatives and how that's playing out across a range of verticals.
Jun 2017Application Development & DeliveryTechRadar: Video Technologies, Q2 2017Nick BarberVideo is an essential tool to drive engagement both inside and outside the enterprise. It enhances employee collaboration and company communication behind the firewall and educates consumers and drives conversions outside of it. This TechRadar on video will look at a range of video technologies and help application development and delivery professionals understand where they should and shouldn't invest.
Jun 2017Application Development & DeliveryThe Future Of Live Video For Brands And BusinessesNick BarberApplications like Snapchat, Facebook, and Periscope have flirted with live video, and the jury is in. Facebook algorithmically favors live video, and it's time for businesses and brands to get on board for increased exposure. New hardware and software tools make producing live video easier than ever. This report will detail how AD&D professionals can adopt a new live video model for reaching customers.
Jun 2017Application Development & DeliveryVendor Landscape: Video PlatformsNick BarberDigital video is a must-have for companies to tell a compelling story both internally and externally. Whether firms use video for internal training or for connecting with customers and prospects, the online and enterprise video platform market is converging. Enterprises must adopt video to drive great customer and employee experiences. This report for application development and delivery professionals details video market trends and the vendors that support this engaging technology.
Jun 2017CIOIoT Innovation Will Fuel Future Digital BusinessNigel Fenwick, Frank E. GillettThis is a new report on IoT in digital business.
Jun 2017Enterprise ArchitectureThe Forrester Wave: Big Data Warehouse, Q2 2017Noel YuhannaBig data warehouse is the next-generation data warehouse framework that enterprises are using to support modern analytics. In Forrester's evaluation of big data warehouse vendors, we identify, research, analyze, and score the vendors that deliver software solutions in this category. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help enterprise architectural professionals select the right solution for their big data warehouse needs.
Jun 2017Application Development & DeliveryAlign Your Business Applications To Cloud And BT ImperativesPaul D. HamermanRapid business change, fueled by technology advances such as mobility and analytics, is transforming how application development and delivery (AD&D) professionals buy, deploy, and manage business applications. Forrester's business applications playbook explains how to address this transformation through four phases: discover, plan, act, and optimize. This executive overview will help AD&D professionals understand how to ready their applications portfolios for the next decade. It will also guide them through the complete set of reports that form this playbook. This report was originally published on June 14, 2012, revised on December 15, 2014, and revised again on December 14, 2015. Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017CIOFrom Grease To Code: Industrial Giants Bet Their Future On SoftwarePaul MillerGE wants to become a top 10 software company. Siemens, by some measures, is already beyond the top five in Europe. Why the shift, and how do bold ambitions translate into revenue-generating reality for these companies, their partners, and their customers?
Jun 2017CIOIndustrial IoT In Public Policy Around The WorldPaul MillerGermany has Industrie 4.0; the Netherlands has Smart Industry; China has Made in China 2025; Japan has Society 5.0; and the US talks about the Industrial Internet. What are these government-backed initiatives trying to achieve; who is involved; and what might they mean for enterprise efforts to digitize themselves, their processes, and their employees?
Jun 2017Customer ExperienceCustomer Journey And Ecosystem Mapping In ChinaRiccardo PastoTaking Huawei as an example, this report illustrates how Chinese companies are using customer journey and ecosystem mapping to design and improve experiences.
Jun 2017Customer ExperienceCX Innovation From China, 2017Riccardo PastoBy applying Forrester CX maturity assessment framework, this report aims to shed light on the CX innovations emerging in China in the year 2017.
Jun 2017Infrastructure & OperationsDesign Your Services For DependabilityRichard Fichera, Sophia I. Vargas, Naveen ChhabraUnderlying the majority of modern customer-facing systems are multiple distributed services ranging in complexity from simple services that return a single data item to a complete business process implemented as complex geographically and logically distributed services. As the BT agenda increasingly demands 24x7 availability, all of these services share an underlying requirement for reliability. This report examines the principles of reliable service design, examining design patterns and practices across the underlying supporting technology from physical infrastructure to DevOps. The report will attempt to present a set of best practices in architecture and operations to assist enterprise architecture, development, and operations teams in delivering the level of service availability demanded by the BT agenda in the AoC.
Jun 2017B2C MarketingThe Programmatic Creative Platform Landscape 2017Richard JoyceIn this short doc, we will explore the tools available for marketers to scale creative development and testing across the programmatic ecosystem. This report will also explore programmatic's impact on brand advertising.
Jun 2017Customer ExperienceGlobal Customer Experience Trends, 2017Rick ParrishHow good are customer experiences globally? In this report, we use Forrester's Customer Experience Index (CX Index) data from 2015 and 2016 to reveal CX trends around the world. We dive deep into digital and traditional retail, banking, and insurance to explore global CX performance in these key industries. Customer experience professionals can use this report to inform their ongoing improvement efforts.
Jun 2017Customer ExperienceThe Benchmark For CX TransformationRick ParrishEven the most compelling CX vision is pointless if a company can't execute it. And few companies can because they don't have the level of CX management (CXM) maturity that it takes to consistently deliver experiences well at scale. This report will describe the level of CXM maturity in 2017, based on a survey of CX decision-makers at hundreds of companies around the globe. Read it to see how prevalent the essential CXM practices are, where the biggest gaps lie, and what's at risk if you don't close those CXM gaps. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceThe Self-Assessment For CX TransformationRick ParrishCustomer experience (CX) transformations don’t happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences across scores of channels. But most organizations manage CX haphazardly — which dooms their CX transformations. This report guides you through our CX management assessment so you can gauge how well your organization performs the essential activities of CX management, discover which you need to strengthen, and how.
Jun 2017Application Development & DeliveryHow Designers And Developers Will Create AI InterfacesRob KoplowitzThis report provides guidance on best practices for developing interfaces for human/machine interactions enhanced by AI. It will stress the importance of a deep working partnership between design and dev.
Jun 2017Infrastructure & OperationsVendor Landscape: Agile Automation Technologies In DevOpsRobert Stroud, Chris GardnerDevOps and continuous delivery have helped connect development and IT operations, with profound results in many organizations. This success is due to the increased amount of automation supporting and amplifying agility, responsiveness, and faster time-to-market for the digital businesses of today. This report will describe the automation technologies your organization needs to ensure business agility.
Jun 2017B2C MarketingThe Forrester Wave: Real-Time Interaction Management, Q2 2017Rusty WarnerThis is an update to The Forrester Wave: Real-Time Interaction Management, Q3 2015.
Jun 2017Customer ExperienceEmpathy Mapping In Asia PacificRyan HartThis report covers some best practices in how CX pros use empathy mapping in Asia Pacific.
Jun 2017Customer ExperienceFrom Brand To CX Vision To CX StrategyRyan HartSuccessful CX visions are rooted in an organization's brand promise to the market. This vision then informs the resource allocation and tactical CX actions laid out in the CX strategy.
Jun 2017Customer ExperienceOrganize Around CX To ThriveRyan HartThe report examines the inherent conflict of interest between CX and other departments such as marketing or operations to determine the optimal organizational structure for CX to succeed. Do companies really need to decouple CX from the rest of the organization to really thrive?
Jun 2017B2C MarketingMaster Content Marketing To Drive Engagement, Credibility, And PreferenceRyan SkinnerThe content marketing playbook helps marketing leadership professionals design and deploy successful content marketing to drive engagement, credibility, and -- ultimately -- preference by: 1) developing content that delivers visible value to reinforce a brand's competitive advantage; 2) aligning the creation, distribution, and refinement of valuable content with business outcomes; 3) mobilizing the organization and its partners; and 4) actively monitoring and managing their brand health. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jun 2017Customer ExperienceInnovate Culture For CX TransformationSamuel Stern, Faith AdamsVery few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign their organizations to reinforce customer-centricity. They also build practices to help identify a never-ending stream of emergent employee behaviors that go beyond the current best practices and continuously raise the bar. And they radically distribute authority and responsibility to employees who are close to the action as possible.
Jun 2017Customer ExperienceOptimize Culture For CX TransformationSamuel Stern, Faith AdamsOnce you've established solid cultural practices on your journey to CX transformation, you need to optimize by adopting best practices in how you create a system of shared values and behaviors that focus employees on delivering great customer experiences. This report describes what those best practices are. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017Customer ExperienceEstablish Culture For CX TransformationSamuel Stern, Tom Champion, Faith AdamsCX transformation requires that you create a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, you need to establish robust culture practices. But for most firms, that's a tall order. This report describes what exactly you need to establish and how to do it to become truly customer-centric. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Jun 2017CMOThe Vision For Customer-Obsessed MarketingShar VanBoskirkDescription coming soon.
Jun 2017Application Development & DeliveryATP Builds A Commercial Data PropositionSomak RoyATP had decades of chair umpire and hawk-eye data, which lay unutilized until the association devised a plan to commercialize the data with the aim of improving fan engagement, and providing a decision support system for coaches, players, journalists, and commentators.
Jun 2017Application Development & DeliveryRe-Evaluate Infor's Role For Your BT AgendaSomak RoyInfor, once known as an aggregator of niche business application suites and vendors, has transformed itself in the past five years -- with modernized microvertical-specific software, its own middleware platform, a complete UX overhaul, and a fixed-fee expedited proposition for upgrades. Does the new Infor warrant a reevaluation of the role the vendor can play in the enterprise?
Jun 2017Infrastructure & OperationsCommunication Services Adapt To New Business ModelsSophia I. VargasThe network is the central nervous system of your business. Once the domain of the telecommunications incumbents, much of this network is changing. Cloud connectivity services, colocation providers, and wireless demands from the internet of things all mandate a new view of the communications services landscape. This report explains this new landscape and how your business will benefit from more choices.
Jun 2017B2B MarketingB2B Branding In The Age Of The CustomerSteven CaseyIn too many B2B organizations, marketing functions are siloed into separate groups -- corporate marketing, product marketing, field marketing, digital marketing -- with varying levels of connection to and support of the company's overall brand promise. As we move further into the age of the customer, marketers will need to provide a holistic brand experience across all phases of the customer life cycle.
Jun 2017B2C MarketingCross-Platform Ad Packaging In A Programmatic WorldSusan BidelThe ability to plan, execute and measure cross-platform ad campaigns is the holy grail of marketing. Publishers have been proposing cross-platform ad programs for years, but are marketers really interested, and are agencies set up to operate this way?
Jun 2017B2C MarketingThe Forrester Wave: Data Management Platforms, Q2 2017Susan Bidel, Samantha MerlivatThis is an update to The Forrester Wave: Data Management Platforms, Q4 2015.
Jun 2017eBusiness & Channel StrategyWhat Do Firms Need From Digital Transformation [Experience] Service Providers?Ted SchadlerThis report uses data from interviews and the BT services survey to examine, by industry, what the key transformation initiatives are, and what buyers look for in their transformation outcomes. It will help companies figure out what they should be asking for and help service providers anticipate and fulfill their needs.
Jun 2017Application Development & DeliveryMobile Web Experiences We Love, Q4 2016Ted Schadler, Mark Grannan, Allegra BurnetteThis report will outline the best and most innovative mobile experiences of 2016; it will also examine the teams and reveal the technology and approaches they took.
Jun 2017B2C MarketingAdd Emotion To Your Branded ConversationsThomas HussonMessaging apps are driving a new form of communication between people and will also change the way they interact with brands.
Jun 2017B2B MarketingAugmented Reality: What's Next After Pokemon Go?Thomas HussonThis report will focus on how marketers should approach AR.
Jun 2017CIOCollaborating With Tech Teams To Drive Better Customer OutcomesTim SheedyMany Australian businesses have invested deeply in digitizing the customer experience (CX) -- but real digital businesses are digital across the business, not just facing the customer. CX and marketing professionals will rely more than ever on the systems built by the technology team. In this report, we highlight businesses that are successfully integrating tech, CX, and marketing to drive improved customer outcomes: What are they doing differently, and what lessons can you learn from them?
Jun 2017CIOThe Future Of The CIOTim SheedyThis report will match CIO skills to the demands from different types of firms -- and will look at how needs will change over the next five years.
Jun 2017CIOThe Forrester Wave: Business Intelligence Implementation Services Providers In Asia Pacific, Q2 2017Tim Sheedy, Frederic Giron, Boris EvelsonBusiness intelligence and analytics solutions are still high on the priority lists of CIOs in Australia and New Zealand, and many of them CIOs look to technology partners to assist with the implementations. This Forrester Wave will help companies in the region shortlist technology partners for their next BI overhaul or upgrade.
Jun 2017Customer ExperienceFend Off Disruptors By Rebuilding Your CX EcosystemTJ KeittConstant change in a business' operating environment means that CX professionals must help their businesses be proactive in their response. The risk? Ending up like Blockbuster or Borders -- caught flat-footed as companies like Netflix and Amazon take advantage of advances in technology, changes in demographics, introductions of new regulations, and more. This report examines what happens to businesses if they don't reshape their CX ecosystems, as well as what happens when companies do move rapidly to rebuild their CX ecosystems, to provide CX professionals the business justification to urge their businesses to move along this path.
Jun 2017Customer ExperienceBuild Customer Trust FasterTom ChampionThis report shows why and how to use customer experience to improve your reputation.
Jun 2017B2C MarketingElevate Loyalty Strategies With Digital EcosystemXiaofeng WangA brief that tells marketers how to leverage the power of digital ecosystem to create the next generation of loyalty programs.
Jun 2017eBusiness & Channel Strategy2017 New Zealand Mobile Banking BenchmarkZhi Ying NgDigital banking strategy executives are under pressure to differentiate by offering mobile banking services that exceed customers' needs and expectations. To help digital banking teams better understand this market, we used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of five large retail banks in New Zealand. This report helps digital banking strategy executives benchmark their mobile banking capabilities, identify good practices, and improve their mobile banking services.
Jun 2017eBusiness & Channel StrategyTrends 2017: Australian Wealth ManagementZhi Ying Ng, Tom ChampionThis report looks at how digital technologies are disrupting retirement wealth management and what digital business executives should do in response.
Jul 2017eBusiness & Channel StrategyTop 7 Tech Trends In eCommerce MerchandisingAdam SilvermanThis document will explore the top trends in eCommerce merchandising for 2017.
Jul 2017Enterprise ArchitectureBuild Your Strategy To Transform EAAlex CullenMany enterprise architecture (EA) teams strive to be more business-focused and strategically engaged — but getting there isn't easy. It may require a resetting of stakeholder perceptions as well as a transformation of the EA practice. EA teams will need to define clear services, develop appropriate skills, and become an integral part of planning processes that they may be outside of today. They must develop a strategy for all the necessary changes, from shifts in stakeholders' expectations to maturity in appropriate capabilities. 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 our current thinking on the most effective method for developing an EA program strategy.
Jul 2017Enterprise ArchitectureDefining The EA Service CatalogAlex CullenEA stakeholders don’t know what to expect. In absence of a clear understanding of the EA program addressing business challenges, they will view the team as smart people, they may (or may not) need to work with.
Jul 2017Enterprise ArchitectureMap Your Plan To EA Impact And ValueAlex CullenEnterprise architecture (EA) programs too often are pulled in multiple directions and struggle to create a clear identity for the value they can deliver. High-performance EA uses a program strategy to clarify its mission and value and defines the organization, processes, skills, deliverables, and relationships to deliver this value. This report describes how to turn a strategy into a practical road map for execution and overcome common impediments to high-performance EA. 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 our current thinking on effective methods for moving EA strategy into execution.
Jul 2017Enterprise ArchitectureThe Balanced Scorecard For EAAlex CullenEnterprise architecture (EA) programs are challenged with communicating their performance and value to the enterprise. At the same time, few EA programs track and report on metrics — leaving their value to anecdotes. If EA leaders want to be viewed as more than an IT staff function, they should measure and communicate what EA is doing. A Balanced Scorecard provides a multidimensional view of the EA program — and connects key metrics to what the enterprise cares about.
Jul 2017B2B MarketingUse Data And Analytics To Build A Bridge Between Sales And MarketingAllison SnowA shared revenue goal represents the next step toward a solution to the age-old problem of marketing and sales misalignment. There's only one uncharted territory left, and that's shared analytics. This report will provide guidance on building a metrics and performance management program that reflects the shared revenue agenda.
Jul 2017Application Development & DeliveryMillennial DevelopersAmanda LeClairYounger developers are different. Diving into data from the Forrester Data Global Business Technographics Developer Survey, this report explores the motivations, priorities, and behaviors of the young cohort that is much in demand.
Jul 2017Customer ExperienceAdding Emotion To Your ChatbotAmit BhatiaDescription coming soon.
Jul 2017Customer ExperienceUX Of Indian Banks' Mobile AppsAmit BhatiaThe report is an in-depth assessment of the mobile banking usability of some of the top Indian banks. The aim is to help CX and digital leaders understand best practices emerging in the mobile banking space and help them benefit from some of these use cases.
Jul 2017Security & RiskVendor Landscape: Runtime Application Self-Protection, 2017Amy DeMartineRASP technology is emerging as a way to protect applications from the OWASP top 10 defects without any learning time because it is installed with the application. S&R pros need to understand how to evaluate this evolving technology and in what instances RASP is effective.
Jul 2017eBusiness & Channel StrategyFive Pitfalls To Avoid When Executing A Retail eCommerce StrategyAnanda ChakravartyRetail eCommerce has nearly two decades of experience under its belt, so companies in the early stages of web retail can now follow a fairly established set of best practices. This report is a critical chapter in the retail eCommerce playbook and provides guidance on improving the likelihood of success when building a web business. Forrester's research on this topic is extensive and long-standing; we initially introduced the frameworks and concepts in this report in earlier reports on topics like organizational structure, site performance, and usability. The takeaways from these reports remain relevant, so we have aggregated and updated them for retail eBusiness and channel strategy professionals.
Jul 2017eBusiness & Channel StrategyThe Eight Things Every eCommerce Business Needs To ProveAnanda Chakravarty/Marketing & Strategy/eBusiness & Channel Strategy/Operate profitable, global digital channels/Understand the Business OpportunityThis report will prove a business case for retail eCommerce in the age of the customer.
Jul 2017eBusiness & Channel StrategyThe Retail eCommerce Metrics That MatterAnanda ChakravartyTo achieve key business goals -- such as increasing retail sales both online and offline -- retail eCommerce executives need to ensure that they have the right metrics in place. These metrics should track customers' use of various touchpoints and devices, identify opportunities for enhancements or new features, and help quantify the bottom-line performance of the website. This report lays out the core categories of eCommerce metrics, recommends how to align them with business objectives, and offers a step-by-step process for collecting and using these metrics. This is an update of a previously published report. Forrester reviews and updates it periodically for continued relevance and accuracy.
Jul 2017Security & RiskThe Forrester Wave: Risk-Based Authentication, Q3 2017Andras CserThe traditional strong authentication techniques are costly and complex. Security and risk professionals are turning to contextual authentication  because it: 1) is easy to deploy; 2) works well with mobile devices; 3) is flexible to use on nonweb channels; 4) is easy to use; and 5) is cost-effective. In this Forrester Wave, we will identify the most significant vendors in this category and research, analyze, and score them. This report will detail our findings about how each vendor measures up and plots where they stand in relation to each other, to help security and risk professionals select the right solution for their authentication requirements.
Jul 2017Security & RiskIdentity And Access Management Metrics For Business ValueAndras Cser, Merritt MaximMost security and risk (S&R) professionals struggle to ensure that identity access management (IAM) receives the attention it deserves. S&R pros who are successful at nurturing their IAM programs track and communicate IAM metrics that demonstrate hard savings and business benefit. In this report, we use the Balanced Scorecard approach to detail the most relevant IAM metrics for security, compliance, administration efficiency, and business agility. This is an update of a previously published report; Forrester updates it regularly for data accuracy and relevance.
Jul 2017Infrastructure & OperationsVendor Landscape: Hardware Platforms For Software Defined Networking (SDN)Andre KindnessThis report will provide an overview of the hardware offerings designed to support next-generation software-defined networking (SDN). As the SDN market evolves, these platforms enable the flexibility and investment protection necessary for the digital business.
Jul 2017Infrastructure & OperationsCustomer Engagement Networks In HealthcareAndre Kindness, Kate McCarthyHealthcare and insurance providers around the globe are investing significant resources and cash to adapt production to meet the realities of digital disruption. The breakneck pace of technological innovation means these enterprises are inundated with promising opportunities to revolutionize the patient experience while maintaining the safety of personal information.
Jul 2017CIOEuropean Tech Market Outlook For 2017 And 2018Andrew BartelsDescription coming soon.
Jul 2017eBusiness & Channel StrategyB2B Marketplaces: Amazon Business And Alibaba . . . What It All MeansAndy HoarMarketplaces run by companies such as Amazon and eBay changed the world of B2C, and now marketplaces are beginning to change the world of B2B as well. This research explores how B2B companies are reaching new audiences in an emerging 3rd party customer acquisition channel -- B2B marketplaces.
Jul 2017eBusiness & Channel StrategyMake Your B2B Business A Digital BusinessAndy HoarNew forms of digital customer engagement are transforming B2B businesses. In many cases, they're being forced to fundamentally rethink how they go to market -- from the customers they target to the channels they sell through. In the B2B eCommerce playbook, we examine today's broader B2B eCommerce landscape and outline how organizations can use digital to optimize their B2B eCommerce teams and processes for success. This report is an update to a report published on June 25, 2015.
Jul 2017eBusiness & Channel StrategyThe Top Five B2B Mobile MomentsAndy HoarB2B buyers are increasingly relying on mobile to research, make, and service purchases. This research explores how B2B buyers are using both smartphones and tablets to streamline the customer journey and how B2B sellers are using mobile to foster higher levels of customer engagement, satisfaction, and loyalty.
Jul 2017eBusiness & Channel StrategyRe-Design UPI To Win The Mobile Payment WarArnav GuptaAs the RBI (Reserve Bank of India) owned entity, NPCI (National Payment Council of India), roles out UPI (Unified Payment Interface) it is important to understand the disruption it may cause. Currently digital payment providers and mobile wallets have been a challenge to traditional banks, but with 20+ public and private banks equipped with UPI interface the scenario might drastically change. It will be interesting to understand how the platform works and how convenient will it be for end users in their day-to-day transactions. The ultimate long-term goal is to promote a cashless economy, but will this be achieved is under question.
Jul 2017Application Development & DeliveryHiding In Plain Sight: Business Apps Embed CollaborationArt SchoellerOne approach to drive deeper adoption of enterprise collaboration tools it to make them disappear -- into the applications that knowledge workers spend their most time in. Healthcare workers work in systems managing electronic medical records. Sales and marketing teams use CRM. Does this evolution of enterprise collaboration fly in the face of AD&D pros who strive to get users on a common platform? Or is this a trend they should embrace?ho strive to get users on a common platform? Or is this a trend they should embrace?
Jul 2017Application Development & DeliveryHow To Create A Knockout Enterprise Collaboration Strategic PlanArt SchoellerEnterprise collaboration programs can provide the connective tissue of the customer experience (CX) ecosystem. However, programs fall flat when application development and delivery (AD&D) professionals approach them without clear business objectives and stakeholder support. Having a strategic plan that all stakeholders agree on can make the difference. This report provides a guide for the collaboration leadership team for creating that strategic plan using Forrester's POST methodology. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jul 2017Application Development & DeliveryDesign Your Contact Center From The Outside InArt Schoeller, Randy HeffnerAs enterprises strive to offer better customer experiences, they need to drive organizational and operational change into contact center architectural design. Today's challenge is not only multichannel but also cross-channel interactions. The context of customer requests must be carried from channel to channel. Companies must establish a customer journey map that prioritizes key customer cross-channel paths that application development and delivery professionals can use to drive the right design. This ensures that companies design contact centers from the outside-in instead of creating a technology strategy for technology's sake. This report shows application development and delivery (AD&D) pros how to develop contact center architectures in line with customer experience (CX) governance. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition to factor in new data and customer examples.
Jul 2017eBusiness & Channel StrategyCompare Your Money Management Functionality Against Your PeersAurelie L'HostisThis is the benchmark chapter of the digital money management playbook.
Jul 2017eBusiness & Channel StrategyDisrupting Finance: Credit Comparison EnginesBenjamin Ensor, Aurelie L'HostisThis research will assess the impact of comparison engines, also known as price comparison sites or aggregator sites, and recommend how digital teams at incumbents should respond. This report in our Digital Disruption In Retail Financial Services series will answer some of the most common questions eBusiness and channel strategy professionals ask about comparison engines.
Jul 2017Application Development & DeliveryAI In Business IntelligenceBoris EvelsonThis report will explore the intersection of artificial intelligence and business intelligence (BI).
Jul 2017Customer InsightsThe State Of Customer Analytics 2017Brandon PurcellThis report will highlight key benchmarks that will help CI pros assess the current state of analytics adoption, including goals, challenges, and analytics sophistication.
Jul 2017eBusiness & Channel StrategyMobile Checkout BenchmarkBrendan MillerDigital retail executives are under pressure to simplify and streamline mobile checkout experiences to better meet the increasingly high needs and expectations of mobile consumers. With the Mobile Checkout Benchmark, we evaluate the checkout experience of 15 retailers around the world. This report helps eBusiness pros benchmark their mobile checkout capabilities, identify good practices, and improve their checkout experience.
Jul 2017eBusiness & Channel StrategyBuilding The Business Case For Omnichannel In RetailBrendan WitcherOmnichannel fulfillment capabilities are being launched at a rapid pace. eBusiness and channel strategy professionals who lead these expensive, high-visibility initiatives must build business cases correctly or risk launching initiatives that are 1) unable to gain critical support throughout the organization, 2) fail to align expectations of the program with customer behavior, and 3) measure incorrectly against the wrong business results. In addition to helping eBusiness professionals avoid these issues, this report describes how to apply Forrester's Total Economic Impact (TEI) methodology to ensure that your omnichannel fulfillment plan addresses four critical questions: What are the business benefits? What is the impact on technology management or project costs? Is future flexibility increased? How will risks be mitigated?
Jul 2017eBusiness & Channel StrategyVendor Landscape: PersonalizationBrendan WitcherAs personalization solutions take shape and the technologies behind them evolve, vendors are differentiated based on their current offering and expertise; however, their solutions tend to extend beyond past projects and may lend a hand to other channels and touchpoints. This report will provide an understanding of personalization vendors, the capabilities they deliver, and the customers they serve.
Jul 2017Enterprise ArchitectureThe Forrester Wave: Insight Platform-As-A-Service, Q3 2017Brian HopkinsThis Forrester Wave evaluates the leading (big) data and insights platform-as-a-service vendors and their capabilities in the market to help companies turn data into insights and action.
Jul 2017Enterprise ArchitectureThe Insight Opportunity In IoTBrian HopkinsThis report will identify why analytics is so important to IoT, what IoT analytics is, what industry trends are, and what the basic architectural components and patterns are.
Jul 2017Enterprise ArchitectureDrive Digital Innovation With Blockchain In APACCharlie DaiBlockchain technology is getting hot globally. This report will analyze local trends and vendor landscape in APAC.
Jul 2017Enterprise ArchitectureHuawei Global Analyst Summit 2017Charlie DaiThis report highlights the key takeaways on what we will learn at the Huawei Global Analyst Summit 2017.
Jul 2017Infrastructure & OperationsVendor Landscape: Configuration ManagementChris GardnerDescription coming soon.
Jul 2017Security & RiskAn S&R Pro's Guide To Windows 10 Security And PrivacyChris Sherman, Heidi SheyWindows 10 offers many new native security and privacy capabilities that could potentially reduce an organization's reliance on third-party endpoint security solutions. When taken together, these capabilities will change the risk posture of the endpoint environment, potentially leading to cost savings in the event third-party security tools are supplemented or replaced. This report will uncover a) the endpoint security and privacy requirements most critical to S&R professionals looking to secure their employee devices; b) the features in Windows 10 that address these requirements; and c) what are the additional security and privacy tools required to secure a typical Windows 10 enterprise environment.
Jul 2017Security & RiskRansomware Protection Best PracticesChris Sherman, Salvatore SchianoRansomware, once just a consumer scourge, is increasingly holding enterprises hostage. However, by focusing on the basics and implementing proper controls, security and risk (S&R) pros can slow the ransomware snowball. This report explains the rise of ransomware and examines strategies for preventing it -- or recovering from it if you become a victim. You will learn best practices to avoid facing an unnerving decision of whether or not you’ll need to negotiate with cyberterrorists.
Jul 2017Application Development & DeliveryTechRadar: Continuous Software Delivery, Q3 2017Christopher CondoThis TechRadar report, an update to the tools and technologies module of Forrester's modern application delivery playbook, defines the use cases, business value, and outlook for the 18 technologies that comprise the continuous software delivery pipeline.
Jul 2017eBusiness & Channel StrategyThe Visionary's Guide To Digital Store PlanningClaudia TajimaA successful strategic plan hinges on a strong vision for the digital store. We expect eBusiness leaders who drive digital store transformation initiatives to have a deep-seated vision for how technology can transform the store as well as the skills to influence others in the organization to buy into that vision. Infusing digital into the retail store is still relatively new, and pioneering leaders still face technology, process, and measurement challenges at almost every turn. This report helps eBusiness leaders understand what it takes to execute a digital store transformation and when it's right to deliver their digital store plan. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jul 2017Application Development & DeliverySeven New Buying Patterns Reshape The 2017 Enterprise Collaboration MarketCraig Le ClairThe enterprise collaboration (EC) landscape is rife with innovative products that begin with a narrow feature set (e.g., Box for document collaboration or Slack for group messaging). Viral growth and company value often follow -- along with competitors that target the newly identified market. A fragmented and overlapping landscape results as newer entrants pursue broader EC goals. Over the next two years, firms will purchase enterprise collaboration in seven fundamentally different ways. This report aims to help application development and delivery (AD&D) professionals to best apply enterprise collaboration in their organizations.
Jul 2017CIOExploiting Telematics For Boosting Mobile Customer ExperienceDan BielerTelematics, i.e., the use of wireless technologies to transmit data in real time back to a business, offers new opportunities in the context of moving devices such as cars, trains, planes, or ships. Telematics help collect and transmit data regarding usage, maintenance requirements, or customer engagement. The report will investigate the potential of telematics in driving better mobile moments and customer experiences in the business context.
Jul 2017Infrastructure & OperationsTo Put Your Data To Work, You Need To Treat It Like An Information Supply ChainDavid K. JohnsonAs insights-driven businesses continue to grow and lead their markets, other companies will need to improve their ability to collect and use data to support their decision-making processes if they want to compete. As they set about executing new strategies, they will need to treat information as a key resource their people will need to make better decisions. But such data takes time to collect and prepare for use, so companies will need to treat their information flow more like a supply chain of information than an on-demand reporting capability. Hence the term information supply-chain.
Jul 2017Infrastructure & OperationsIntroducing Forrester's Employee Experience IndexDavid K. Johnson, Samuel SternThis research will be a data-driven report based on the employee experience index benchmark and diagnostics questions currently slated for inclusion in the new 2017 Forrester Recontact survey. It will be co-authored with Sam Stern.
Jul 2017Application Development & DeliveryMake The Business Case For Agile And DevOps-Driven Digital TransformationDiego Lo GiudiceApplications make businesses digital by giving them the software assets they need to win, serve, and retain customers in the face of fierce competition and escalating customer expectations. Improving application delivery speed and quality has become an imperative for application development and delivery (AD&D) leaders. This report describes how they fund this transformation while keeping the lights on by reducing costs, boosting project-level ROI, increasing digital business revenues, and accelerating business benefits. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. This update factors in the customer experience and additional business justifications.
Jul 2017CMOCreate A Customer-Centric Brand ExperienceDipanjan ChatterjeeIn the 21st century, empowered consumers have steered brand marketing into foreign terrain -- taking the driver's seat and told brands where, when, and how to interact with them. This is forcing marketers to rethink the rules of brand building. This playbook helps CMOs and other marketing leaders leadership adapt their strategies for to gain market share and mindshare by: 1) charting a new course to build their brand's competitive advantage; 2) aligning and orchestrating the organization around a new map of the brand experience; 3) mobilizing the organization and its partners to their true north; and 4) actively monitoring and managing their brand health.
Jul 2017CMOEvaluate Your Brand Building CapabilitiesDipanjan ChatterjeeToday's perpetually connected consumers have more opportunities than ever to voice their wants, needs, and expectations, forcing marketers to rethink how they build relevant brands. This report provides chief marketing officers (CMOs) with an assessment tool to evaluate their teams' capabilities, identify expertise gaps, and plan a successful brand building experience. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
Jul 2017CMOWhat Is Neuromarketing?Dipanjan ChatterjeeIn the traditional brand model, brand attributes feed into a black box -- the brain --  and emerge as outcomes or measures of success. Brand marketers usually measure brand attributes and outcomes, but we never really explore the mysterious black box where all of the action takes place. Neuromarketing cracks that door open just a bit and lets in some light. As more light gets in, this will fundamentally change how brands develop. In this report, we explore the possible applications for neuromarketing for today's CMOs.
Jul 2017Application Development & DeliveryDigital Value: Making The Business Case For Business Application TransformationDuncan JonesTraditional ROI models are inappropriate for today's technology investment decisions, because they cannot cope with agile projects, flexible XaaS commercial models, and digital assets. This report will explain how leading companies sell internally their business application transformation projects.
Jul 2017eBusiness & Channel StrategyJustify Investment In Digital InsuranceEllen CarneyInsurance companies are investing hundreds of millions of dollars in the wholesale transformation of their customer experience, organization structures, processes, technology platforms, and measurement structures in order to achieve a new level of customer centricity and agility. This report will outline how tojustify digital business investment; it will also share examples of the results that insurance companies are seeing. This report will be the Business Case chapter in Forrester's Digital Insurance Strategy playbook.
Jul 2017eBusiness & Channel StrategyOrganize For Digital InsuranceEllen CarneyThere is no perfect organization structure. Many factors, like an insurance company's geographic scope, go-to-market approach, product and brand strategy, and corporate governance, all influence the answer. Any organizational choice is a tradeoff of efficiency, control, localization, and speed. This research will help digital business strategy executives make those tradeoffs and review good practices in organizing cross-functional teams to represent diverse role and channel perspectives. This report will be the Organization chapter in Forrester's Digital Insurance Strategy playbook.
Jul 2017B2C MarketingHarness Loyalty Insights To Build Business AdvantageEmily CollinsMany companies that invest in customer loyalty deploy loyalty programs that both incentivize behavior and collect valuable data from engaged and loyal customers. It's easy to treat loyalty as a separate silo within marketing, but the benefits of embracing the loyalty insights that firms can derive from that data have broad-reaching implications for the stability and strength of customer relationships. This report will help B2C marketers push loyalty beyond the program and apply loyalty insights across the organization.
Jul 2017B2C MarketingLoyalty Programs: A Global PerspectiveEmily CollinsThis report will highlight trends and best practices adopted by loyalty programs across the globe.
Jul 2017B2C MarketingThe Forrester Wave: Customer Loyalty Solutions, Q3 2017Emily CollinsIn this Forrester Wave evaluation of customer loyalty solutions for large organizations, we will identify the most significant players and research, analyze, and score them. This report will detail our findings on how well these technology and services vendors fulfill our criteria and where they stand in relation to each other to help B2C marketers select the right partner for their customer loyalty initiatives.
Jul 2017Security & RiskData Privacy Metrics That Matter To The BusinessEnza IannopolloA commitment to security and privacy enables firms to build trusted customer relationships that increase revenue. Security and privacy teams must establish data security and privacy programs that deliver on this commitment. This report gives security and risk professionals, including CISOs, privacy officers, and their teams, a set of metrics that help track the achievements of their data security and privacy programs beyond operational effectiveness and compliance. This is an update of a previously published report; Forrester updates it regularly for data accuracy and relevance.
Jul 2017B2C MarketingThis Is Your Consumers’ Brains On Social MediaErna Alfred Liousas, Anjali LaiMarketers that know consumers rely on social networks for daily interactions. But do marketers understand what drives consumers to continue creating content and participating within social networks? This report explores this theme further.
Jul 2017B2C MarketingPush Past The Social Marketing-Compliance DivideErna Alfred Liousas, Nick HayesAdding social to your overall marketing strategy is no easy task for any company. B2C Marketers in heavily-regulated industries such as financial services, healthcare, and pharma face even greater hurdles shaped by these industries’ intense legal and compliance scrutiny. We profile three regulated brands whose successful social programs feature valuable tactics applicable to all industries. Read this report to learn how proactive preparation and collaboration counter compliance-based roadblocks to your social programs.
Jul 2017Customer ExperienceThe ROI Of Suppressing Industry Terminology And JargonFaith AdamsYour products and services are just a small piece of the equation when it comes to the quality of your overall CX. Customers will judge this quality based on a number of factors -- one of which includes how you communicate with them. Ineffective communication can lead to lower cross-selling ability, decreased engagement and retention, negative customer sentiment, higher call volumes, reduced operational efficiency, and more. And although this seems like common sense, a lot of organizations still struggle to drive change and adapt to customer needs. In this report, we'll talk about the benefits of simplifying customer communications while also further embedding customer centricity into your organization. By taking these steps to enhance and improve customer communications, you'll better engage customers while demonstrating the overall value of CX.
Jul 2017eBusiness & Channel StrategyOrganize For Digital BankingFrederic GironThere is no perfect organization structure. Many factors, like a bank's geographic scope, go-to-market approach, product and brand strategy, and corporate governance, all influence the answer. Any organizational choice is a tradeoff of efficiency, control, localization, and speed. This research will help digital business strategy executives make those tradeoffs and review good practices in organizing cross-functional teams to represent diverse role and channel perspectives. This report will be the organization chapter in our Digital Banking Strategy playbook.
Jul 2017Customer InsightsCreate A Digital Road Map With A Customer Experience FocusGene LeganzaUnderstanding your customers as they digitally engage with your firm is hard enough. Using that understanding to take actions that optimize their experiences across multiple digital channels is even harder -- and is a critical step for digital analytics today. Customer insights (CI) professionals need a strategic road map to accelerate their digital intelligence journey. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jul 2017Infrastructure & OperationsLaunch Your Own BT Industrial Revolution With AutomationGlenn O'Donnell, Chris GardnerAutomation is changing the technology management landscape. Tedious, repetitive I&O work is best done by software, altering the nature of tech jobs. This report outlines the emerging landscape of automation and how you can gain from the benefits of this expanding set of capabilities.
Jul 2017Security & RiskTechRadar: Data Security And Privacy, Q3 2017Heidi Shey, Chase Cunningham, Alexander Spiliotes, Enza IannopolloAs data volumes explode, it is becoming a Herculean task to protect sensitive data from cybercriminals and malicious actors while preventing privacy infringements and abuses -- intentional and unintentional. Every day, vendors introduce a new product or service that claims to be the silver bullet to data security challenges. To avoid the hype and take a holistic and long-lasting approach to data security that encompasses people, processes, and technology, we developed Forrester's Data Security And Control Framework. This TechRadar assesses 20 of the key traditional and emerging data security technologies that S&R leaders and their staff can use to underpin the best practices and recommendations of our framework.
Jul 2017Security & RiskCyber Insurance -- Is It Worth It?Heidi Shey, Nick HayesThis report will shine a spotlight on the solutions ecosystem for cyberinsurance, profiling the range of entities responsible for developing, issuing, or informing cyberinsurance products and services. We will offer insight for security and risk pros on what the landscape looks like, differences in products, and other related elements to inform their decision-making process when they purchase and negotiate their cyberinsurance policies.
Jul 2017Infrastructure & OperationsAutomation Technologies For Customer EngagementJ. P. GownderAutomation technologies have snuck into many organizations for cost-cutting reasons. But the new opportunity in the age of the customer is engagement: deploying technologies that will help customers receive better service automatically — or better serve themselves. This report will offer best practices in this growing sector of interaction technology.
Jul 2017eBusiness & Channel StrategyBest Practices For Platform Businesses In Financial ServicesJacob MorganCollaboration, through digital ecosystems, marketplace, or platform business models, is increasingly important for financial services firms. Banks, insurance companies and other financial services firms need to evaluate how they participate in ecosystems -- what roles they choose to play and under what circumstances. However, most financial services companies are naturally competitive, not cooperative. How, then, do digital business strategy leaders develop a collaborative marketplace or platform-based business model? This report will help digital business strategy executives in financial services companies understand the concept of the marketplace and platform business model approaches within financial services and give practical and actionable advice on how to evaluate whether this tactic is appropriate for an existing organization, what it takes to shift an organization toward this model, and how to influence strategic decision makers.
Jul 2017CMOThe CMO's Guide To MillennialsJames L. McQuiveyAs the Millennial population (and their spending power) continues to grow and mature, CMOs must come to truly understand this revolutionary generation of buyers in order to form concrete, data-backed strategies that will meet their needs and expectations in the digital world.
Jul 2017Security & RiskFuture-Proof The Security Of Your Digital Business With Zero TrustJeff Pollard Description coming soon.  
Jul 2017Customer InsightsVendor Landscape: Smart City Service ProvidersJennifer Belissent, Ph.D.This reports provides an overview and segmentation of the many service providers and their offerings for smart city services and solutions.
Jul 2017B2C MarketingVendor Landscape: TV Planning ToolsJim NailThis report will explore the vendors and technologies available to B2C marketers for TV planning.
Jul 2017Application Development & DeliveryCRM Success Hinges On Effective Change ManagementJohn BrunoThere's too much at stake today to have a failed customer relationship management (CRM) initiative on your hands. CRM success resides squarely in its adoption. Failure results in underutilized investment and unmet business objectives that can put your company's revenue and profitability at stake. Driving adoption needs to be a top priority of any application development and delivery (AD&D) pro's CRM initiative, and getting there requires skills and resources to drive effective change management. This report defines the critical change management tactics to make your project a success. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jul 2017Application Development & DeliveryManage The Sales Content Feast Or FamineJohn BrunoSales organizations live and die by the information they have at their disposal. For some, their organizations may provide them with very little and others may be swimming in collateral. This report will detail how to effectively manage your organization's sales content and engagement tools to serve up the right content for the right customer at the right time.
Jul 2017Application Development & DeliveryVendor Landscape: Low-Code Development PlatformsJohn R. RymerThis report will update our survey of the promise, adoption, and supplier landscape of low-code software development platforms.
Jul 2017Security & RiskVendor Landscape: DDoS SolutionsJoseph BlankenshipUntil recently, distributed denial of service (DDoS) attacks had been part of infosec lore: something you heard about but rarely experienced. With the rise of hacktivist groups and other cybercriminal organizations and their ability to marshal compromised IoT devices into massive botnet armies capable of taking down the internet, DDoS has once again raised its ugly head. Today, these attacks are one of the most prevalent cyberassaults in our constantly changing threat landscape. This report will provide an overview of the DDoS threat and provide insights into how to protect your organization from these attacks with the top vendor solutions and services.
Jul 2017Application Development & DeliveryThe Forrester Wave: Digital Banking Engagement Platforms, Q3 2017Jost HoppermannBanks need to deliver great CX and digital banking to their customers. This Forrester Wave will compare key omnichannel banking solutions in the market.
Jul 2017eBusiness & Channel StrategyChoose The Right Metrics For Commerce AppsJulie A. AskNot all metrics are created equal: the key performance indicators of every business are unique because they depend on individual customers' needs in their unique mobile moments. While longer time spent in an app may be a valuable metric of engagement in online banking, it may not reflect real customer engagement in a health or fitness app that delivers important information via push notifications. This report will advise eBusiness professionals how to discern the key metrics for their businesses.
Jul 2017eBusiness & Channel StrategyEngage Customers Through MobileJulie A. AskeBusiness and channel strategy professionals face both the opportunity and the challenge of an ever more connected consumer. Consumers expect to be able to engage with brands on their mobile devices to get anything they want in their immediate context and moments of need. Forrester calls this the mobile mind shift. As of mid-2014, almost one-fifth of US online adults had shifted, and another one-third were on the verge of shifting. The sense of urgency to serve customers in their mobile moments has never been more palpable. The mobile mind shift playbook examines the issues and opportunities that eBusiness professionals must consider, weigh, and measure in order to implement a cohesive mobile strategy that transforms their customer experiences. This report is an update to the report originally published on August 12, 2014, and serves as the executive summary of the mobile mind shift playbook. Forrester will continue to update the mobile mind shift playbook in 2015 with fresh guidance for eBusiness professionals across verticals to work with their BT counterparts to build a successful end-to-end mobile strategy.
Jul 2017Application Development & DeliveryThe Customer Service Maturity Model 4.0Kate LeggettMobile, automation, and intelligence increasingly demand that consumers challenge organizations to reshape their service approaches in the age of the customer. Application development and delivery (AD&D) professionals can use Forrester's assessment tool to see how their organizations measure up to more than 150 best practices and understand what they need to do, and in which order, to address innovation and modernize operations.
Jul 2017Application Development & DeliveryThe Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q3 2017Kate Leggett, Ian JacobsThis report identifies and evaluates the most significant customer service solutions for large organizations and researches, analyzes, and scores them. It also details our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions.
Jul 2017Application Development & DeliveryThe Forrester Wave: Customer Service Solutions For Midsize Organizations, Q3 2017Kate Leggett, Ian JacobsThis report identifies and evaluates the most significant customer service solutions for midsize organizations and researches, analyzes, and scores them. It also details our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendor solutions.
Jul 2017CIOThe Telehealth Road MapKate McCarthyWe expect virtual care settings to outpace outpatient in the next 10 years. As organizations bring telehealth capabilities into their organizations, what are the strategic decision points and necessary BT investments that payers and providers need to consider?
Jul 2017CIOThe Forrester Wave: Health Clouds, Q3 2017Kate McCarthy, Alex KramerFollowing up on the vendor landscape, this Forrester Wave will drill down into health cloud vendors that enable secure data storage and sharing, interoperability, mobility, and application development in a HIPAA-compliant format.
Jul 2017Customer ExperienceHigh-Speed Customer UnderstandingKelly PriceWith demands for speed increasing and the proliferation of agile, how can firms continue to integrate high-quality research into their design and development processes? This report will explore strategies for making research more actionable and effective in a fast-paced world.
Jul 2017Customer ExperienceEmotions In PracticeKelly Price, Allegra BurnetteEmotion plays a critical role in delivering great customer experiences -- but which emotions should you focus on, and when? This report will examine how to identify the emotions that matter to your customers and your business and help you translate those into stories to guide experience design.
Jul 2017Application Development & DeliverySpotlight On Salesforce Services Partners For GovernmentLiz Herbert, Rick ParrishThis report will be a companion to the Salesforce Services Partners research and will hone in on the Salesforce Services Market for government.
Jul 2017B2B MarketingGauge Your L2RM Operational ReadinessLori WizdoB2B marketers implementing a lead-to-revenue (L2R) process for the first time or expanding an immature program often feel they are navigating uncharted waters -- but they are not alone. Rather than throw a hodgepodge of lead generation and lead management tactics into the marketplace and see what sticks, you should learn from the experiences of your peers. Top performers know what metrics to capture to prove to senior management and executives the full impact of implementing the L2R process.
Jul 2017B2B MarketingVendor Landscape: B2B Data ProvidersLori Wizdo, Steven CaseyThe success of lead-to-revenue efforts will be dramatically impacted by the ability to target your specific engagement to finely tuned segments. This report examines the new set of data management solutions that are emerging from the highly fragmented data supplier market, to offer extension, appending, and administration capabilities for corporate, contact, and contextual data types -- which B2B marketers can use for a variety of use cases, from building campaign lists to augmenting data for inbound traffic, driving ABM programs, or fueling marketing analytics.
Jul 2017CIOSteps To Transform The CIO's OrganizationMarc CecereCreating a great model for the CIO's organization is half the battle. CIOs need to understand the steps, roles, and deliverables required to reach that end state. This report will identify best practices and common mistakes in getting to a BT organization.
Jul 2017CIOThe Role Of Professional Services In Managing EcosystemMarc CecereDescription coming soon.
Jul 2017Application Development & DeliveryBrief: Where API Management Platforms And DX Platforms IntersectMark GrannanAPI management platforms promise to abstract from legacy applications and provide a scalable platform upon which to build, manage, and deliver core services. Digital experience platforms, on the other hand, manage content and experiences and provide practitioners the tools to engage customers across channels. The two are better together. In this brief, we'll explore a scenario where both platforms play to their respective strengths to maximize your investments and customer experience impact.
Jul 2017B2B MarketingOptimizing Routes To Market In The Age Of The CustomerMary Shea, Liz HerbertFor many vendors, there's a sizeable gap between how buyers want to engage and their ability to deliver on the promise across all routes to market. B2B buyers are demanding more transparency, greater efficiencies, and better personalization. But for organizations historically reliant on indirect customer sales and fulfillment, meeting this expectation is challenging. This report looks at ways for B2B marketing and sales leaders to commercially optimize their sales and distribution strategy by delivering a consistent buyer-centric experience across all routes to market.
Jul 2017B2C MarketingSocial Marketing Is A Vital Part Of Your Post-Digital TransformationMelissa ParrishSocial marketing is at a crossroads. B2C marketers intuitively know that it's working, but they can't articulate how. That's because too many of them launched social programs without a strategy. This playbook will show marketers how to develop social programs that create measurable business results, how to use insights from those programs to address other marketing and business challenges, and how to choose the right social technology vendors to efficiently and effectively run their social practices.
Jul 2017Application Development & DeliveryBuild Mobile Experiences That Drive EngagementMichael FacemireThe mobile mind shift is driving businesses' customers and stakeholders to expect (and demand) support for a wide variety of smartphones and tablets. But for application development and delivery pros, building mobile experiences is different from building websites or traditional client/server applications. It's not just the technologies that are different -- development processes need to be faster and produce higher-quality experiences to meet higher expectations. This report serves as the executive overview for the mobile app development playbook. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jul 2017Application Development & DeliveryBuilding Blended Ecosystem Experiences: The Rise Of The WebMichael FacemireIn the Forrester report "The Future Of B2B Mobile Enterprise Services -- Evolving From App Silos To Open Ecosystems," we defined the concept of "blended ecosystems" and the progression that mobile experiences will make down this smaller granular path. This report takes a look at how we begin to break current mobile experiences down into these experience parts and the strategy your team should use to make this transition.
Jul 2017Infrastructure & OperationsHealthcare In The IoT And Wearables EraMichele Pelino, J. P. Gownder, Kate McCarthyHealthcare is a powerful frontier for the connected world. What are the technologies and business models that will revolutionize medicine in the coming years? Wearables and IoT technologies capture location, status, and presence information to help healthcare professionals provide efficient, personalized, and real-time patient care. This report identifies the key technologies and use cases for IoT-related healthcare solutions and provides case studies of healthcare providers that are proactively implementing IoT and wearable solutions. In addition, the report will address the ecosystem of vendors and service providers helping implement these healthcare-focused IoT solutions.
Jul 2017eBusiness & Channel Strategy2017 Retail Omnichannel Functionality BenchmarkMichelle BeesonForrester used its Retail Omnichannel Functionality Benchmark methodology to assess 20 leading retailers across the UK and US to help retail digital business executives better understand how their omnichannel capabilities match up against peers and best practices. This is an update of a previously published report.
Jul 2017Application Development & DeliveryVendor Landscape: Machine Learning Cloud ServicesMike GualtieriMachine learning services that are accessible in the cloud are a convenient and cost-effective way for AD&D professionals and data scientists to access a breadth of algorithms and deploy the outcomes that can be consumed by a wide range of applications. This report highlights some important trends in the market of machine learning APIs.
Jul 2017Infrastructure & OperationsPredictive Analytics For DevOps: Vendor LandscapeMilan Hanson, Mike GualtieriIT analytics needs to change into predicting potential issues around digital services, customer experience issues, and mobile applications in this always-on world of business technology. This report will define the different areas of predictive analytics for I&O leaders.
Jul 2017CIOVendor Landscape: Product Life-Cycle Management (PLM) SolutionsNate FlemingThis vendor landscape will provide an overview on the different types of players providing PLM solutions.
Jul 2017Infrastructure & OperationsFive Ways The Cloud Is Revolutionizing Disaster RecoveryNaveen ChhabraThe focus is to understand how cloud is revolutionizing disaster recovery.
Jul 2017Infrastructure & OperationsHow Regulations Impact Cloud Service Adoption In APAC?Naveen ChhabraHow to understand and navigate the regulatory environment defined by the authorities, what does it mean for banking CIOs?
Jul 2017Infrastructure & OperationsMastering Public Cloud Vendors' TermsNaveen ChhabraRead the fine print of your public cloud service provider to understand risks and their mitigation. CIOs must know what risks they undertake using public cloud service providers, understanding T&Cs granularly.
Jul 2017Infrastructure & OperationsThe State Of Business Technology Resiliency: Technology, Q2 2017Naveen ChhabraThe report discusses the technology resiliency of businesses.
Jul 2017Application Development & DeliveryVendor Landscape: Enterprise Video PlatformsNick BarberJust as video can increase customer engagement, it can do the same thing for employees. Employees consume video across a range of devices and websites. Enterprises need to provide strong employee experiences using enterprise video platforms (EVPs) and webcasting for live and on demand videos. This report for application development and delivery professionals outlines trends in the EVP and webcasting market and vendors that support the space.
Jul 2017Security & RiskBolster Brand Resilience From WithinNick HayesUnprotected value is leaving companies overly exposed and in a state of constant crisis. This report explains how marketing and risk professionals can work together to protect their enterprise and save billions in fines.
Jul 2017Security & RiskDesign Your Digital Risk And Governance ProgramNick HayesThis report will outline the major elements of digital risk and governance programs and the key strategic objectives to monitor online channels and better manage risk related to your corporate physical and digital assets. This report will also serve to introduce Forrester's Digital Risk And Governance Assessment Framework and how you can use it as a self-assessment tool to evaluate the current maturity of your program across four main domains: people, process, technology, and oversight. The assessment toolkit will help business and technology management leaders evaluate the current maturity of their digital risk and governance programs and their ability to effectively manage the numerous risk and compliance challenges organizations face in managing their digital footprint, including their online brand presence, intellectual property, products, people, facilities, threats, third parties, and more. This assessment framework will help assess how well equipped digital risk and governance programs are across four core domains of people, process, technology, and oversight.
Jul 2017Security & RiskGlobal Risk Trends For 2017 And BeyondNick HayesNow more than ever, a complex and interconnected risk landscape requires business leaders across the organization, and risk professionals in particular, to take a holistic view of enterprise risk. This report will analyze the risk perspectives of business and technology management leaders worldwide, assessing current market trends and advising how risk pros can take action to better serve and mitigate risk at their respective organizations.
Jul 2017Security & RiskThe Social Media Legal And Regulatory EnvironmentNick HayesForrester will update this report to document the number of legal cases and regulatory advancements that have occurred since this report originally published two years ago. The high-level challenges are still mostly the same, but what to track and how to handle new regulatory guidance will need to evolve.
Jul 2017Security & RiskVendor Landscape: Third-Party Risk IntelligenceNick Hayes, Claire O'MalleyThere's a nearly infinite amount of data in the world that can help you understand your organization's risk exposure; however, much of it requires technical capabilities and domain expertise to gather and put into context. Because most enterprises don't have the in-house capabilities to aggregate and monitor this vast data themselves, this report explains the variety of service providers that offer risk monitoring feeds by geography, industry, and domain of risk.
Jul 2017CIODigital Snakes And LaddersNigel FenwickBest practices for transforming the technology management team into a powerhouse of digital transformation.
Jul 2017CIOBegin Your Journey To Digital MasteryNigel Fenwick, Jacob MorganThe journey to digital mastery is continuous, and, no matter your firm's starting point, as a CIO, you play a pivotal role in helping your company achieve digital mastery and preventing it from becoming digital prey. This report provides CIOs guidance on the digital assets that are most critical to build to take the company forward on the journey toward becoming a Digital Master. The recommendations are based on the assessment scores derived from the associated assessment tool, "Forrester's Digital Business Readiness Assessment," which identifies your organization as a Digital Dinosaur, Digital Connector, Digital Operator, or Digital Master. Use this report to figure out what to do next on your digital business journey.
Jul 2017CIOLearning To Trust The Internet Of ThingsPaul MillerAs organizations come to depend upon increasingly pervasive networks of sensors and connected devices, questions are quite rightly being asked about the implications for security and data privacy. Forrester has argued that IoT creates real opportunities to build stronger and more sustainable business relationships with suppliers, partners, and customers. It is therefore critical to ensure that all concerned feel confident in their ability to trust the network, the devices, and the uses to which data will be put.
Jul 2017CIOThe Forrester Wave: Hosted Private Cloud In Europe, Q2 2017Paul Miller, Lauren E. NelsonThis report is part of a multiregion Forrester Wave series on managed private cloud and covers the respective vendors in Europe.
Jul 2017Application Development & DeliveryEmerging Practices For Containers And MicroservicesRandy HeffnerDocker and other OS containers are gaining rapid adoption among development teams. This report will examine the implication for application architecture and the full tooling required to configure, deliver, and run solutions composed of many container-based microservices.
Jul 2017Application Development & DeliveryTrends In API AdoptionRandy HeffnerHow pervasive is the API phenomenon? What kinds of APIs are developers focusing on? What tools are they using to build them? This report will draw upon our developer survey to find out.
Jul 2017Security & RiskMarket Overview: Third-Party Risk ManagementRenee Murphy, Claire O'MalleyS&R professionals across all industries struggle with third-party risk management. In this report, we address the governance and technology necessary to mature these relationships, as well as the size, gaps, and future of the market.
Jul 2017Application Development & DeliveryCase Study: Cisco Deploys DPA For Digital TransformationRob KoplowitzAs traditional business process management gives way to digital process automation (DPA), application development professionals have taken a very different approach to the deployment of process applications. For some with a focus on customers and speed to value, process moves from a niche focused on cost reduction to a key piece of digital transformation strategy. To that end, Cisco has partnered with Infosys and embarked on a very aggressive strategy to use cost removal to fund and deploy their digital transformation efforts. This case study looks at the unique approach to technology, organizational structure, and partnering that are driving success in this strategy.
Jul 2017Application Development & DeliveryMega-Vendors Clarify Their AI PositionsRob KoplowitzDuring a busy spring conference season, Google, Amazon AI Summit, IBM, and  Microsoft clarified their AI strategies. The investments outlined by each are extensive. As we move from a phase of AI experimentation to one where true business value will emerge, there are plenty of reasons to believe that vendors will co-exist and complement one another based on unique investments and strengths. This brief guides AD&D pros who need to assess which platform(s) are best aligned with their organization’s needs and requirements.
Jul 2017Application Development & DeliveryThe Forrester Wave: Digital Process Automation Software, Q3 2017Rob KoplowitzThis Forrester Wave report will update the analysis of November 2015. It will include updating evaluations of the top BPM software platforms, focusing on their suitability for digital business and process automation.
Jul 2017B2C MarketingAdvance Your Contextual Relevance With Enterprise Marketing TechnologyRusty WarnerThis report outlines key factors to consider when making EMT investments.
Jul 2017B2C MarketingCreate An Effective Enterprise Marketing Technology BlueprintRusty WarnerThis report provides a blueprint for planning an enterprise marketing technology strategy, based on an assessment of your current capabilities.
Jul 2017B2C MarketingMRM Needs To Evolve To Better Support MarketingRusty WarnerThe first in a series of reports on marketing resource management, this document will outline how MRM must change from its current -- some say outdated -- offerings to enable marketing departments to become more agile.
Jul 2017B2C MarketingDeliver Valuable Media And Customer Experiences With Valuable ContentRyan SkinnerToday's customers have never had richer options when it comes to accessing media and information, from anywhere, on a variety of devices, and from multiple sources. They avoid ads in ever-greater numbers and may browse dozens — if not hundreds — of sites and apps for a single purchase. Marketers' best response to this era of plentiful content is to offer uniquely valuable, authentic, and personal experiences that make customers' lives easier and more joyful. This is the promise of effective content marketing. Unfortunately, marketers routinely substitute this promise with a crude mandate to produce and spew out ever more content. Read this report of the content marketing playbook to understand how marketers should build an appropriate foundation for content marketing, deliver experiences that customers truly value, and support brand-building in an age when customers rule.
Jul 2017B2C MarketingFinancial Services Digital Experiences That EngageRyan SkinnerFinancial services companies are facing disintermediation and need to retain existing customers and win new ones, largely through digital experiences. Financial services companies want to know what good looks like, especially among similar companies (i.e., facing similar regulatory constraints).
Jul 2017B2C MarketingManaging Influencers' Impact And Contribution To Brand MarketingRyan SkinnerMarketers have long known the power of celebrity endorsements, but celebrity's undergone a transformation. Celebrities, channels and their impact have all multiplied and influencers' expectations to brand relationships have grown. This report tells marketers how to get this right.
Jul 2017B2C MarketingMobile Ad Spending: How Are Marketers Buying Mobile Advertising?Samantha MerlivatThis report will benchmark marketers' current practices in mobile advertising: What are they buying, how are they buying, and whom are they buying from? The report will investigate the key challenges and objectives marketers have with mobile advertising in 2017.
Jul 2017B2C MarketingVendor Landscape: European DMPsSamantha MerlivatThis report will investigate the European DMP landscape. It will identify what platforms are available across Europe and what they have to offer.
Jul 2017Customer ExperienceHow To Earn Customer Experience Cooperation From Employee UnionsSamuel Stern, Rick ParrishAll employees, even behind the scene ones, play a vital role in creating and delivering customer experiences. Unions, although not part of the company, are important stakeholders in the CX ecosystem, and CX pros can follow these steps to gain their collaboration in their CX efforts.
Jul 2017B2C MarketingDrive Reach And Awareness In The Post-Digital AgeSarah Sikowitz This report will provide best practices and strategies to drive results in the discover and explore stages of the customer life cycle.  
Jul 2017B2C MarketingUse Email To Spark Contextual InteractionsShar VanBoskirkWe're in a post-digital world, and B2C marketers must use email to identify and act upon customer context in order to improve email marketing performance and embed the resulting contextual insights into other customer interactions. Why? Although today's email marketing doesn't differentiate, is channel-centric, and doesn't guarantee relevance, its low-cost, interactive DNA makes it a natural foundation for launching your contextual marketing efforts. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jul 2017Infrastructure & OperationsUse Real-Time Economic Feedback For Cloud GovernanceSophia I. VargasOrganizations use feedback as a means of self-regulation for a wide variety of natural and manmade systems. Economic factors like costs and benefits are common feedback for such systems. In the cloud computing world, this feedback is manual and therefore limits the value of cloud consumption. Leveraging monitoring and analytics, you can theoretically feed this information into cloud management systems. How real is this? This report covers the possibilities and highlights areas where progress remains slow.
Jul 2017B2B MarketingReinvigorate Your Social Programs With A New Approach And Use CasesSteven CaseyOver the past 10-plus years, too many revenue-obsessed B2B marketers have come to regard social media -- both as a solution space and as a collection of use cases -- as a tactical engagement channel with limited value, based on a lack of reliable attribution and meaningful ROI. But evolving buyer behavior and new developments in technology are both enabling new use cases such as social selling and employee advocacy -- and breathing new life into old use cases such as brand health and influencer marketing -- all of which B2B marketers must now embrace to avoid becoming stuck in a routine of ever-diminishing returns.
Jul 2017B2B MarketingThe Need For Better Internal Content For SalesSteven WrightB2B marketers properly focus on content to engage buyers. What's often missing is the supporting internal content to help sellers understand how, when, and where to use that content.
Jul 2017Application Development & DeliveryVendor Landscape: Digital Experience AgenciesTed SchadlerDigital experiences requires a continuous blend of customer engagement strategy, journey analysis, experience design, front-end development, experience integration, data and content support, and back-end process integration. Firms look to a portfolio of service providers for help. But which kind is best? This report provides an overview of the strengths and weaknesses of different categories of digital experience service providers: management consultancies, digital agencies, systems integrators, and specialty implementers.
Jul 2017B2C MarketingThe Global Digital DivideThomas HussonThis report will analyze the key maturity differences in how brands are embracing digital and mobile in Europe, Asia, and the US.
Jul 2017Customer ExperienceStorytelling And Narrative: Your Secret Weapon For CX ViralityTom ChampionHow to tell a compelling story which wins the hearts and minds of executives and create a groundswell of CX support across your organization.
Jul 2017Customer ExperienceThe State Of Customer Journey Mapping, 2017Tony Costa, Joana van den Brink-QuintanilhaJourney mapping continues to grow in popularity as a core tool for improving customer experiences. With all the activity surrounding journey mapping, it can be difficult for CX pros to keep tabs on the current state of the journey mapping practices. This report presents a comprehensive overview of where journey mapping practices are today and where they are headed in the year to come.
Jul 2017Infrastructure & OperationsVendor Landscape: IoT ServicesBill MartorelliAs companies are adopting IoT strategies, a vast number of IoT services organizations are shaping their offerings to range from ideation to prototyping to scale and manage these technologies. This report will evaluate a key set of IoT services companies on their offerings.
Jul 2017eBusiness & Channel StrategyAirlines Mobile Functionality Benchmark: Asia Pacific And Middle EastXiaofeng WangThis is a report that benchmarks leading airlines' mobile functionalities before, during, and after flight.
Jul 2017eBusiness & Channel Strategy2017 Global Mobile Banking BenchmarkZhi Ying Ng, Aurelie L'Hostis, Peter WannemacherDigital banking strategy executives are under pressure to differentiate by offering mobile banking services that exceed customers' needs and expectations. To help digital banking teams better understand this market, we used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of large retail banks. This report helps digital banking strategy executives benchmark their mobile banking capabilities, identify good practices, and improve their mobile banking services.
Aug 2017Enterprise ArchitectureUnderstand EA Stakeholders And Their NeedsAlex CullenToday's enterprise architecture (EA) organizations are engaging more with the front end of the business: sales, marketing, and product management. Understanding their needs and goals is challenging, but it's critical to EA's impact as EA programs seek to be more business aligned. Successful EA leaders apply a framework for capturing "useful" goals through structured and relevant conversations. Success will lead to business improvement road maps that clearly align to the strategic needs of the firm -- whether the firm truly thinks strategically or not. 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 our current thinking on effective methods for engaging with business stakeholders.
Aug 2017B2B MarketingSet Your Performance Management Strategy Around Your Go-To-Marketing And Key B2B Buyer ArchetypesAllison SnowThis report examines how the Forrester go-to-customer strategy can be a key element in customizing an organization's performance management program, such as determining which metrics are the most important to define and monitor given a firm's specific archetypes.
Aug 2017Customer ExperienceOptimize Measurement Practices For CX TransformationAmit BhatiaOnce you've established solid measurement practices on your journey to CX transformation, you need to quantify the quality of experiences and their link to the organization's overall metrics. That requires applying best practices across the board. This report describes what those best practices are. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Aug 2017eBusiness & Channel StrategyThe New Paradigm Of RetailAnanda ChakravartyAs omnichannel services and agile commerce continue to change the offers retailers provide and the ways consumers buy, the look and feel of retail is changing in lockstep. Even as eCommerce sales grow strongly, retailers must adjust to shrinking margins and customers cherry-picking the best deals. Consumer use of mobile devices also influences web and in-store sales -- even by buyers in the aisles of brick-and-mortar retailers. This report describes the implications of the shifting retail landscape for eBusiness pros and how innovative retail firms can thrive amid these challenges in the years to come. This report was originally published in November 2012 and updated in July 2014. The report has been updated using data from Forrester's North American Consumer Technographics® Retail Survey, 2015 and the Forrester Research Online Retail Forecast, 2015 to 2020 (US), Q4 2015 Update.
Aug 2017Customer ExperienceConversational Interface Best PracticesAndrew Hogan, Allegra BurnetteConversational interfaces have been hailed as a better way for businesses and customers to interact in the future. This report will provide an overview of different forms of conversational interfaces and outline design principles and potential pitfalls.
Aug 2017eBusiness & Channel StrategyDigital Store Integration Road MapAnjali YakkundiThis playbook report will address the right mix of technologies that enable a digital store to be operationally excellent and truly omnichannel, and advise retailers on how to go about implementing them.
Aug 2017eBusiness & Channel StrategyEvaluate Your Digital Banking CapabilitiesAurelie L'Hostis, Peter WannemacherWhat are the key capabilities that digital banking executives need? This report will be the Assessment chapter in our Digital Banking Strategy playbook.
Aug 2017eBusiness & Channel StrategyRetailer Mobile Payments Services LandscapeBrendan Miller More retailers are realizing the value of adding payments-related features to their applications and mobile experiences. This report will detail the mobile payment services vendor landscape and mobile features that drive consumer engagement. Vendors include: Paydiant, Cardfree, FIS, OmnyPay, LevelUp, Dwolla, and YoYo.  
Aug 2017eBusiness & Channel StrategyRethinking Stored ValueBrendan MillerStored value is more than selling gift cards in stores or on your website. Leading retailers are using gift and stored value as clever marketing and loyalty solutions to move consumers down the purchase path. This report will explore how retailers can better implement stored value strategies to drive overall sales and conversions.
Aug 2017eBusiness & Channel StrategyIt's Only The First Inning Of Omnichannel RetailBrendan WitcherOmnichannel retail is still in its early days. Most eBusiness leaders who are investing in omnichannel are typically looking to fulfillment tactics like endless aisle in stores and in-store pickup. The full spectrum of omnichannel retail is actually more robust, encompassing marketing, merchandising, and customer service as well. These opportunities, though, are years away.
Aug 2017Enterprise ArchitectureInternet Of Things Analytics Platform LandscapeBrian HopkinsThis report will highlight the vendor landscape for IoT Analytics and Insights providers.
Aug 2017Infrastructure & OperationsVendor Landscape: Enterprise Service ManagementCharles BetzWorkforce productivity is directly linked to the profit and existence of a company. The knowledge centered workforce today must be enabled for productivity to serve its companies customers. This requires that unstructured work is being automated and service management is growing up to do just that. This report describes how service management becomes a facilitator for customer obsession and describes the vendors who have solutions to implemented enterprise services across many enterprise functional areas.
Aug 2017Security & RiskVendor Landscape: Network Security Solutions For Zero TrustChase CunninghamZero Trust is a conceptual and architectural model for how security teams should redesign networks into secure microperimeters, increase data security through obfuscation techniques, limit the risks associated with excessive user privileges, and dramatically improve security detection and response through analytics and automation. In this vendor landscape, we identify and analyze network security solutions critical to the realization of Zero Trust microperimeters.
Aug 2017eBusiness & Channel StrategyThe Top Four Retail Tech Trends In 2017Claudia Tajima, Brendan WitcherLeading retailers invest in and efficiently execute on top retail technologies to win and retain customers. This report analyzes personalization, omnichannel, analytics, and digital store initiatives, and how specific retailers are successfully implementing each of these technologies.
Aug 2017B2C MarketingVendor Landscape: Call Analytics PlatformsCollin ColburnThis report will help B2C marketers identify the key considerations to differentiate call analytics vendors and select the right partner.
Aug 2017Enterprise ArchitectureCase Studies: Analytics In Enterprise And Group CollaborationCraig Le ClairThis report looks in depth at collaboration analytics being injected into a group and enterprise collaboration solutions. Personal assistance expertise location and recommendation apps hold great promise for improving internal work lives and supporting the new way of working. The report will describe production use cases that take advantage of this exciting technology.
Aug 2017Enterprise ArchitectureJust Because The Platform Can Do It Doesn't Mean It's A Good IdeaCraig Le Clair  Enterprise architects struggle to compare the expanding options to modernize enterprise processes. These include improving public cloud process support, domain-specific cloud platforms, "fit to purpose" solution specialists, systems integrator solutions, and BPM and dynamic case management (DCM) platforms. To provide deployment guidance for enterprise architects, we isolate and compare performance and agility criteria.  
Aug 2017CIOThe Restructuring Of The Tech SectorDan BielerThe shift to BT is changing the buying and technology dynamic of the whole technology industry. This report will look at how those industry tectonic shifts will play out and impact both the business' and the CIO vendor options.
Aug 2017Infrastructure & OperationsImproving Customer Experience Starts With Employee ExperienceDavid K. Johnson, Samuel SternDescription coming soon.
Aug 2017eBusiness & Channel Strategy2017 US Mobile Wealth Management Functionality BenchmarkDavis JanowskiTo be effective, mobile wealth management apps need to help investors understand what they own, how their portfolio is doing, and what they should do next, and then give them the ability to do it. We will establish which of the leading US wealth management firms are most effective at serving customers through mobile apps. Like other financial services apps, mobile wealth management apps also need to be secure and easy to use, help customers find what they are looking for, and help customers get answers to their questions.
Aug 2017Application Development & DeliveryThe Forrester Wave™: Continuous Testing Services Providers, Q3 2017Diego Lo GiudiceAs Agile and DevOps become the de facto development approach for digital businesses, mobile, and IoT testing, service providers need to adjust their quality agenda and services offering. This Forrester Wave will compare those that have and are leading the game.
Aug 2017CMORevamp Your Agency Roster To Lead A Connected Brand ExperienceDipanjan ChatterjeeAs marketers move from managing their brand to leading a connected brand experience, they will need agency partners that can help develop and execute their vision. To effectively manage agency partners in this endeavor, marketers must reorient themselves to the shifting terrain of the agency landscape where digital is no longer an agency differentiator. In this report, chief marketing officers (CMOs) will learn how to optimize their efforts to better engage the right agency partners, manage performance, and align agency selection with their brand experience goals. This is an update to a previously published report; Forrester has revised it to factor in new data for relevance and accuracy.
Aug 2017Customer ExperienceEstablish Measurement Practices For CX TransformationFaith AdamsCX transformation requires that you quantify the quality of experiences and their link to the organization's overall metrics. To do this, you need to establish robust measurement practices. But for most firms, that's a tall order. This report describes what exactly you need to establish and how to do it to become truly customer-centric. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Aug 2017Customer InsightsHow Dirty Is Your Data?Fatemeh KhatiblooAs privacy increasingly becomes a marketing concern, firms must think about their customer insights (CI) practices differently. Today, marketers' data governance practices -- the rules that guide what consumer data a company collects; how it stores, transfers, and manages that data; and how it uses and disposes of that data -- are nebulous at best and dangerously misguided at worst. As the data landscape evolves, from technological advances that enable de-anonymization of digital data to the proliferation of data that is personally identifiable in one context but not another, this question inevitably arises: How should organizations treat customers' personal data, and what constitutes personal data, anyway? This report helps CI pros categorize the different types of data their firms collect and provides guidelines on how to govern the data. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition to factor in changes in consumer data types and other regulatory changes.
Aug 2017Customer InsightsVendor Landscape: Customer Data EcosystemFatemeh KhatiblooThis report will provide an overview of vendors that own, sell, and/or optimize customer data.
Aug 2017Enterprise ArchitectureInsurance Technology Market OverviewGordon BarnettThis report will be two dimensional; it will highlight and classify the vendors supporting insurance firms. In addition, it will highlight the take up of those vendor solutions by Forrester clients in the insurance sector.
Aug 2017Security & RiskThe Future Of Data Security And Privacy: Growth And Competitive DifferentiationHeidi SheyData is the lifeblood of today's digital businesses; protecting it from theft, misuse, and abuse is the top responsibility of every S&R leader. Hacked customer data can erase millions in profits, stolen IP can destroy competitive advantage, and unnecessary privacy abuses can bring unwanted scrutiny and fines from regulators while damaging reputations. S&R pros must take a data-centric approach that ensures security travels with the data regardless of user population, location, or even hosting model; position data security and privacy capabilities as competitive differentiators; and build a new kind of customer relationship. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Aug 2017Application Development & DeliveryContact Centers Move Into The Gig EconomyIan JacobsDue to the nature of the work -- and the consistently low pay and high stress -- contact centers attract primarily younger workers. These workers want a different way of working than older generations. They rank flexibility very highly in order to manage their lifestyle better. At heart, they want more freedom in their work life. At the same time, many companies have started to recognize the structural inefficiencies of the traditional contact center employee model -- either in-house agents or offshore service teams. Companies spend a lot of money recruiting, hiring, and training these agents, and still those agents have very high turnover rates. In reaction to these dual trends, customer service application pros have started to experiment with newer employment models that mirror the gig economy workforce models of Uber and TaskRabbit. From increased usage of a work-at-home model to contractor agents that bid for individual pieces of work, this research will evaluate how these new models can help drive down costs and drive better customer experiences.
Aug 2017B2C MarketingThe Forrester Wave: Social Advertising Technology, Q3 2017Jessica LiuIn this report, Forrester identifies and evaluates the most significant social advertising technology products in the marketplace.
Aug 2017Customer ExperienceThe Customer Journey-Centric OrganizationJoana van den Brink-QuintanilhaCompanies in sectors as varied as utilities, technology, and financial services are organizing around customer journeys. This report will delve into how and why they're doing this. We will examine what the customer journey-centric organization looks like in terms of roles, governance, data, delivery, and measurement. We will also highlight tactics CX practitioners can use to embed journey thinking throughout the organization and to keep journey teams on track and motivated.
Aug 2017Application Development & DeliveryWinners And Losers In Software's AI EraJohn R. RymerWe will define the coming effects on application development and delivery pros of cloud usage and migrations, low-code/no-code development, and artificial intelligence. These trends will produce some dislocation in AD&D labor markets, as well as generate needs for new talents and roles. Our intent is to prove/disprove that contention, and understand the direction of AD&D jobs and work processes.
Aug 2017Security & RiskBuilding A World-Class Security Operations Center For Zero TrustJoseph BlankenshipThis report describes the changes in technology adoption, process automation and orchestration, and hiring, recruiting, and training of staff necessary to maintain a world class security operations center -- one that can detect, stop, and respond to cyberattacks, malicious insiders, and accidental leakage before it damages the business.
Aug 2017Security & RiskRules Of Engagement: A Call To Action To Automate Breach ResponseJoseph BlankenshipAs the remediation costs, customer impacts, and reputational damage of a data breach continue to skyrocket, the security industry must find new ways to prevent the exfiltration of proprietary data by cybercriminals and other malicious actors. This report is a call to action for developing more automated threat response processes and a set of cyber rules of engagement. Doing so will empower security professionals to act more quickly and aggressively and stop data breaches before they impact the business. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Aug 2017Security & RiskThe Forrester Wave: Digital Forensics And Incident Response Service Providers, Q3 2017Josh ZelonisIn this Forrester Wave, we analyze and rank the top service providers for security incident response and forensics. These services help security and risk professionals identify breaches and respond effectively to minimize loss of data, legal costs, and reputational damage while also maintaining customer trust.
Aug 2017Application Development & DeliveryAssess CRM Capabilities To Pinpoint OpportunitiesKate LeggettThis report will describe the best practices assessment that underpins Forrester's solution for application development and delivery (AD&D) executives looking to implement customer relationship management (CRM) strategies and solutions. The transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers. How can you make sure your company gets the best return from its investment in CRM? Use Forrester's best practices framework for CRM to understand how your organization stacks up against more than 150 best practices and identify where you can achieve quick wins.
Aug 2017Application Development & DeliveryMitigate CRM Risks By Using Sound Deployment PracticesKate LeggettTo succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer relationship management (CRM) projects can be costly, affect many employees, and suffer from a lack of vendor support. Based on a survey of 414 business and technology management professionals, this report helps AD&D professionals determine how to organize their solution deployment, recognize the risks they face, and avoid pitfalls. This report replaces an earlier report that was the Processes report for this playbook before this one. It is completely rewritten based on new research.
Aug 2017B2B MarketingThe Role Of B2B Marketing In Post-Sale Customer ExperiencesLaura Ramos, TJ KeittCompanies must actively engage their current customers to decrease churn and increase revenue and advocacy. B2B marketers win when customers advocate for their companies and brands authentically in the market place. This report explores the role marketing must play in post-sale customer experience to guide their companies toward a customer-obsessed operating model and to ensure successful customers become advocates.
Aug 2017eBusiness & Channel StrategyThe Forrester Wave: Recurring Customer And Billing Management, Q3 2017Lily VaronIn Forrester's evaluation of subscription billing platform solutions, we will identify the most significant vendors in the category and research, analyze, and score them. This report will detail our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help eBusiness professionals select the right partner as they seek to develop and support alternative business models for both existing and new products and services.
Aug 2017Application Development & DeliveryThe Forrester Wave: Salesforce Implementation Partners, Q3 2017Liz HerbertThis Forrester Wave will evaluate the top Salesforce solution systems integrators.
Aug 2017B2B MarketingThe Lead-To-Revenue Management Technology LandscapeLori WizdoThe lead-to-revenue technology landscape has changed dramatically since Forrester first charted it in 2010. What's new? Marketers' sophistication, ever-changing customer expectations, and continued vendor consolidation are driving the need to assemble contextual marketing engines based on systems of insight and engagement. This report helps customer insights B2B marketers understand the various B2B marketing technologies required to drive the L2RM transformation.
Aug 2017Enterprise ArchitectureBenefits Realization Needs Strategic Portfolio ManagementMargo VisitacionIn the battle to win new customers, companies are increasingly turning to Agile practices to deliver apps that provide great customer experiences. This report helps enterprise architecture (EA) professionals understand the best practices to evolve to use of Agile budgeting. This is an update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy. We are substantially revising this edition to reflect changes in the market.
Aug 2017Enterprise ArchitectureEmbrace Decentralized Decision-MakingMargo VisitacionThe report will examine the technologies required to create an ecosystem that enables organizations to gain insight into planning and performance to make both strategic and just time decisions needed to deliver on customer-focused strategies.
Aug 2017Application Development & DeliveryMaster Global DX OperationsMark GrannanOperating a single brand site in a single language or country is difficult. Expanding to multiple brands across national, language, geographical, and compliance boundaries will exponentially increase the need for DX planning and governance. In this report we'll explore the patterns and best practices to factor into your global operating model for digital experience.
Aug 2017eBusiness & Channel StrategyOptimize Performance For Global And Mobile eCommerceMark GrannaneBusiness leaders can't assume that existing investments in data centers, bandwidth, and content delivery networks (CDNs) will be sufficient to ensure blazing-fast speeds in faraway markets or on shaky cellular connections. Optimizing an eCommerce site for performance on a global scale -- while accommodating nuances in mobile -- requires additional oversight, budget, dedicated technical resources, local expertise, and specialized vendor solutions. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Aug 2017Customer ExperienceInnovate Measurement Practices For CX TransformationMaxie Schmidt-SubramanianOn its path to CX transformation, after your firm has optimized its measurement practices to quantify the quality of experiences and their link to the organization's overall metrics, you're ready to innovate unique new facets of these practices to help you attain and sustain world-class customer centricity. This report highlights how certain firms are doing just that. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Aug 2017B2C MarketingThe Art Of Proactive StoppingMelissa ParrishPredictive analytics is primarily used by the marketing department to point to the right messaging sequences, to inform unique customer life cycles, to guess at the next big thing the business should try or to discover external market forces poised to impact the brand. But what if marketers used predictive analytics to tell them when to pull products, messages and marketing programs out of market before they stop working? This report will give marketers a framework to decide when to stop activities before their benefits wane, freeing up the resources they need to implement their next great idea.
Aug 2017Application Development & DeliveryMobile Needs A Four-Tier Engagement PlatformMichael FacemireMobile is pushing aging web architectures to the brink. The three-tier architecture built for a browser-led PC world can't flex, scale, or respond to the needs of a good mobile experience or the emerging requirements for connected products. Mobile's volatility and velocity of change require a distributed four-tier architecture that we call an "engagement platform." The engagement platform separates technical capabilities into four parts: client, delivery, aggregation, and services. App developers need to start planning immediately for the migration from three tiers to four. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Aug 2017Infrastructure & OperationsVendor Landscape: Pro Services And Solutions Transform IoT Deployment For I&O ExecsMichele PelinoDeploying IoT solutions requires I&O organizations to use new types of services, solutions, and technologies. Not all I&O organization have this expertise in house, so they look to professional services organizations for assistance. This report highlights the role of professional services and integration services in assisting I&O executives who are deploying IoT solutions.
Aug 2017eBusiness & Channel StrategyDigital Store Benchmark 2017Michelle BeesonForrester used its Digital Store Functionality Benchmark methodology to assess 20 leading retailers across the UK and US to help retail digital business executives better understand how their digital store experiences measure up against peers and best practice. This is an update of a previously published report.
Aug 2017Infrastructure & OperationsThe Forrester Wave: Predictive Analytics For DevOps, Q3 2017Milan HansonThis is an evaluation of predictive analytics vendors.
Aug 2017Application Development & DeliveryBest Practices: Leveraging Live Streaming And On-Demand Video In The EnterpriseNick BarberCompanies can't just rely on conference calls to make a distributed workforce feel connected. Both live streaming and on-demand video offer enterprises an opportunity to increase employee engagement and training effectiveness, while cutting down travel expenses. This report will detail best practices for application development and delivery professionals to follow when implementing video for enterprise collaboration.
Aug 2017Enterprise ArchitectureMarket Overview: Translytical DatabasesNoel YuhannaForrester defined a new category of databases called "Translytical" that deliver analytics at the speed of transactions. These new types of database deliver faster analytics, transnational and operational reporting, all contained within a single database platform. This report focuses on the market overview and trends around Translytical. It also includes use cases and recommendations.
Aug 2017Application Development & DeliveryThe Forrester Wave: SaaS Human Resource Management Systems, Q3 2017Paul D. HamermanComprehensive human resources management systems (HRMS) are critical systems for enterprises to manage their people and talent. This Forrester Wave report is a comparative analysis of the leading SaaS HRMS solutions in the market, scoring the current offerings, strategies, and market presence of each vendor.
Aug 2017B2C MarketingThe Tools You Need To Master Omnichannel Digital Media BuyingRichard JoyceThis report analyzes the choices marketers make when evaluating and selecting the technology to support their digital media buying, like data management platforms (DMPs) and demand-side platform (DSPs). While these choices vary for different businesses, a set of selection criteria will be relevant to all marketers. Read this report to understand how your peers are choosing the tools and technology they need to power their modern digital media buying. This is a new edition of a previously published report, with new examples and data from our 2016 Forrester Wave reports on DSPs and DMPs.
Aug 2017Customer ExperienceThe Canada Customer Experience Index, 2017Rick ParrishThis report will look at the Customer Experience Index scores for a series of Canadian brands.
Aug 2017Customer ExperienceThe State Of Federal US Customer Experience Management MaturityRick ParrishThis report will explore the state of Customer Experience Management Maturity within the federal government.
Aug 2017Customer ExperienceVendor Landscape: Government-Focused Digital Design AgenciesRick ParrishUS federal agencies spend tens of millions of dollars on digital touchpoints like websites and mobile apps every year. In response, some digital design agencies now focus primarily on the federal market. This report details the market landscape of companies that design and build digital touchpoints primarily for the federal government.
Aug 2017Infrastructure & OperationsThe BizDevOps EvolutionRobert StroudThe next iteration beyond DevOps is a complete involvement from business to development to operations with leveraging analytics for immediate and complete adjustment of software designed for the perfect customer experience.
Aug 2017Infrastructure & OperationsThe Forrester Wave™: Continuous Deployment And Release Automation, Q3 2017Robert Stroud, Chris GardnerThis research encompasses fifteen prescreened vendors that offer a continuous deployment or release automation solution. These fifteen vendors — Atlassian, CA Technologies, Chef, Clarive, Cloudbees, Electric Cloud, Flexagon, HPE, IBM, Microsoft, Puppet, Red Hat, Microfocus, VMware, and Xebia Labs — completed a custom survey and strategy briefings to inform the research in this report.
Aug 2017Customer ExperienceEstablish Prioritization Practices For CX TransformationRyan HartCX transformation requires that you focus on what's most important for your customers' experience and your business' success. To do this, you need to establish robust prioritization practices. But for most firms, that's a tall order. This report describes what exactly you need to establish and how to do it to become truly customer-centric. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Aug 2017Customer ExperienceInnovate Prioritization Practices For CX TransformationRyan HartAfter your firm, on its path to CX transformation, has optimized its prioritization practices, to focus on what's most important for your customers? experience and your business' success, you're ready to innovate unique new facets of these practices to help you attain and sustain world-class customer centricity. This report highlights how certain firms are doing just that. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Aug 2017Customer ExperienceOptimize Prioritization Practices For CX TransformationRyan HartOnce you've established solid prioritization practices on your journey to CX transformation, you need to optimize by adopting best practices in how you focus on what's most important for your customers? experience and your business' success. This report describes what those best practices are. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Aug 2017B2C MarketingEvaluate Your Approach To Effective Successful Content MarketingRyan SkinnerTo attract attention and build a following, marketers must shift their content marketing from being product-focused to building relationships. This report helps marketers identify the capabilities required — and the gaps that can exist — across five dimensions. When taken together, these help marketers not only attract the right audience but also increase engagement with them across the entire customer life cycle. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. We updated this report to reflect the most recent Forrester research and to include new assessment criteria.
Aug 2017Customer ExperienceThe Cost Of Good CXSamuel SternCompanies with good or excellent customer experience scores find ways to dedicate budget for customer experience projects. They also manage to secure funding for unplanned but crucial customer experience projects.
Aug 2017Application Development & DeliveryConsider The Full Stack DeveloperSomak RoyThe idea of the full stack developer has hit enterprise shores. The report explores the relevance of the idea in the enterprise context, and the limits of the generalist that is the full stack developer.
Aug 2017Application Development & DeliveryVendor Landscape: IT Automation Capabilities Of Large Systems IntegratorsSomak RoyEvery large systems integrator has, over the past 24 months, built an automation proposition for its application maintenance and support and infrastructure management service lines. Some of the technology is built in-house, but a lot comes from third-party services. Automation has the potential to reduce managed services costs by 30-40%. The report provides an overview of the major service providers’ automation portfolios, covering both the intricacies of technology, and the broader automation strategy.
Aug 2017B2B MarketingBreakout Vendors: Virtual And Augmented Reality For B2B IndustriesSteven Casey, Shanta Samlal-FadelleIn this report, we will profile three breakout vendors -- companies that should be on your radar as you begin developing VR and AR for your business.
Aug 2017B2B MarketingVendor Landscape: Data Providers For B2B SalesSteven WrightThis report will review the data service providers who focus their analytics on the needs of B2B salespeople, helping them assign meeting priorities and/or prepare their pitches.
Aug 2017eBusiness & Channel StrategyIgnoring eCommerce Hype And Addressing Low-Hanging FruitSucharita Mulpuru/Marketing & Strategy/eBusiness & Channel Strategy/Operate profitable, global digital channels/Understand the Business OpportunityeCommerce is a rapidly innovative space; new technologies arise seemingly every day. In this sink-or-swim environment, eBusiness professionals must learn to cut out the noise and focus on effective, efficient strategies to move their business forward.
Aug 2017eBusiness & Channel StrategyDisruptive Innovation: Cannibalize Your Core Before Someone Does It For YouTed SchadlerThis report takes a fresh swing at digital business. Without a fresh look at digital business, we will miss the big changes going on in 2017 among advanced firms: customer-first execution; agile and disruptive innovation; insights-driven operations; business model reinvention; service-enabled products; and ecosystem-centric capabilities. That's the hypothesis to test and develop.
Aug 2017Application Development & DeliverySizing The Digital Transformation Services MarketTed Schadler, Liz HerbertDigital transformation is a bandwagon onto which many vendors have jumped. Forrester defines digital transformation as a combination of digital experience, digital operations, digital innovation, and digital ecosystems. Its business transformation, and its big business. This report aims to size the market.
Aug 2017Customer ExperienceThe Vendor Ecosystems That Will Power Your Customer ExperiencesTJ KeittCX leaders, seeing the importance of digital products and services to their customers, are seeking technology platforms that can help them win, serve, and retain customers. This is why we see many prominent tech vendors building technology portfolios and partner ecosystems to deliver a range of solutions to help CX teams build outstanding customer experiences. This report describes these emerging ecosystems and discusses how you should consider them going forward.
Aug 2017Customer ExperienceVendor Landscape: Customer Experience Consulting PracticeTJ KeittBusinesses want to improve their customer experience (CX) but often lack the skills internally to do so. Increasingly, they are turning to a range of services firms to get support for their CX initiatives. This report looks at the consulting practices emerging in services firms to help companies improve their CX improvement capabilities.
Aug 2017Customer ExperienceJourney Mapping Best PracticesTony CostaCX pros have been quick to adopt journey mapping and are using them to address a range of CX problems and challenges. This report reveals the landscape of journey mapping uses -- from aligning and prioritizing CX efforts using end-to-end journey maps to finding and fixing customer pain points to improving specific task interactions.
Aug 2017B2C MarketingVendor Landscape: EMSS In APACXiaofeng WangThis report talks about the vendor landscape of APAC enterprise marketing technology.
Aug 2017eBusiness & Channel StrategyAPAC Consumer Financial AttitudesZhi Ying NgThis report looks at how APAC consumers research and buy financial products and how they perceive financial services companies.
Sep 2017Enterprise ArchitectureAssessing Both The Maturity And Fit Of Your EA ProgramAlex CullenThis report outlines the assessment framework of Forrester's solution for enterprise architecture (EA) eEnterprise architecture (EA) leaders often ask how mature their EA programs are. When a program doesn't have the intended impact or falls short of sponsors' expectations, they feel pressure to change, so they reach for maturity models. But such models ignore how the EA program fits with the larger business and technology organization, and both fit and maturity are necessary for EA programs to succeed. This report gives EA leaders an approach to evaluate the fit and maturity of their EA programs, the first step in planning improvements. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.xecutives working on creating a high-performance EA practice.
Sep 2017B2B MarketingThe Intersection Of Predictive Marketing And Account-Based MarketingAllison SnowThis report examines the link between predictive analytics and account-based marketing across the four-stage process built in the account-based marketing vendor landscape: selection, insights, engagement, and assessment.
Sep 2017Customer ExperienceState Of CX Management In India, 2017Amit BhatiaFirms in India are increasingly focusing more effort, more resources, and more investments on customer experience (CX). How can you ensure these efforts pay off? What are the best practices for managing CX within organizations? Forrester's CX management (CXM) maturity model lays out a robust framework to answer these questions. Using this framework as both a lens and a guide, this report looks at the state of CXM maturity in India and recommends how CX pros at Indian firms can make their CX efforts more effective.
Sep 2017Security & RiskThrow Away Your Current Application Security MetricsAmy DeMartine, Jeff PollardCurrent application security metrics are based on antiquated security processes and do not match new application release speeds and integration of security testing in the software development life cycle. Use this report to develop strategic, operational and tactical application security metrics that matter to today's fast paced application development world.
Sep 2017Security & RiskTechRadar: Identity And Access Management, Q3 2017Andras Cser, Merritt MaximTo help security and risk management professionals plan their next decade of investments in IAM, Forrester will investigate the current state of the most important technologies. We will examine past research, interview experts in the field, and conduct detailed research with multiple current or potential users of each of the technologies. We will use this collected data to assess four things: 1) the current state of the technology; 2) the technology's potential impact on customers' businesses; 3) the time experts think the technology will need to reach the next stage of maturity; and 4) the technology's overall trajectory, from minimal success to significant success.
Sep 2017Customer ExperienceBest Of Travel Site Experiences, 2017Andrew Hogan This report will evaluate the landscape of travel sites, highlighting the top performers as well as the laggards.  
Sep 2017Application Development & DeliveryHow To RFP For Digital Experience ServicesAnjali YakkundiFinding the right partner to help you deliver digital experiences is challenging. It requires that you evaluate firms on multidisciplinary offerings around strategy, design, implementation, and data. This report will dive deeper into how organizations can prepare and write requests for proposals (RFP) to support delivering digital experiences.
Sep 2017Application Development & DeliveryThe Forrester Wave: Synchronous Enterprise Collaboration Capabilities, Q3 2017Art SchoellerThis report identifies and evaluates the leading synchronous enterprise collaboration solutions in the market. Solutions' capabilities are vetted, researched, analyzed, and then scored. The report will further detail our findings on how well each vendor fulfills our criteria and where they stand in relation to other vendor solutions.
Sep 2017eBusiness & Channel StrategyOptimize Digital Money ManagementAurelie L'HostisThis is the continuous improvement chapter of the digital money management playbook. Successful digital banking and wealth management teams know that their job isn't done just because digital money management is live. Digital banking and wealth management teams must iterate and innovate to improve digital money management. This report, part of the digital money management playbook, will outline how digital business strategy executives and their teams can foster continuous improvement through effective innovation.
Sep 2017Infrastructure & OperationsThe Forrester Wave: Next Generation Infrastructure Outsourcing, Q3 2017Bill MartorelliConventional infrastructure outsourcing is in decline, while growth in cloud-based models continues to accelerate. Although a BT strategies are more inherently self-directed than in the heyday of classical IT outsourcing, a new approach to infrastructure management is required. Next-generation infrastructure management is cloud-based, highly automated, and focused on improving the end user experience of infrastructure management services consumption -- a key failing of the traditional approach. Infrastructure management must provide for transition to a customer-obsessed digital operating model while enhancing the experience of internal BT customers.
Sep 2017Infrastructure & OperationsFrom AMS To DevOpsBill Martorelli, Robert StroudDescription coming soon.
Sep 2017Application Development & DeliveryThe Forrester Wave: Enterprise BI Platforms With Majority On-Premises Deployments, Q3 2017Boris EvelsonThis report evaluates and compares the leading BI platform solutions and vendors in the market.
Sep 2017Customer InsightsThe Forrester Wave: Customer Analytics Services Providers, Q3 2017Brandon PurcellThis report will use Forrester's Wave methodology to evaluate customer analytics services providers.
Sep 2017eBusiness & Channel StrategyMastering The Art Of Omnichannel RetailingBrendan WitcherOffering customers seamless, consistent experiences through omnichannel retail offerings is now table stakes. Today, $1.5 trillion in retail sales is generated by customers who start their shopping journey online and conclude it in the physical store. Retailers recognize that they must move quickly to meet and then continually improve this customer expectation. Of course, no single omnichannel strategy is right for every retailer. The Omnichannel Commerce Playbook helps eBusiness leaders identify, plan, and launch those omnichannel services that are right for their customers, measure their impact on customer retention and the bottom line, and optimize offerings over time. The playbook is relevant for retailers who are just starting their omnichannel journey as well as those that already have programs in place.
Sep 2017eBusiness & Channel StrategyTransforming Engagement Using A Personalization 2.0 TechnologyBrendan Witcher  We're entering a new wave in digital personalization. With real-time, big data-driven capabilities, the opportunities to engage the customer in a personal, contextual way at every touchpoint is well within reach. This report focuses on what defines Personalization 2.0 and what eBusiness professionals need to be focusing on to deliver this next generation and level of engagement.
Sep 2017Enterprise ArchitectureThe Top 10 Technology Trends To WatchBrian HopkinsThis report will highlight top technology trends to watch.
Sep 2017Enterprise ArchitectureVendor Landscape: Information Governance For Microsoft SharePoint, Q3 2017Cheryl McKinnonThis report, a refresh of our previous research will help enterprise architecture (EA) professionals identify technology to ensure the SharePoint ecosystem is protected and information is accessible to the right people at the right time.
Sep 2017Security & RiskVendor Landscape: Mobile Security SuitesChris ShermanDescription coming soon.
Sep 2017Application Development & DeliveryThe Forrester Wave: Continuous Integration Tools, Q3 2017Christopher Condo  Continuous integration tools provide visibility into the state and health of a software development pipeline. This Forrester Wave evaluation will look at the evolution of continuous integration tools from both pure-play and cloud services vendors.
Sep 2017Customer InsightsDevelop The Road Map To Customer Insights MaturityCinny LittleThis document shares how to evolve from one customer insights (CI) maturity level to the next.
Sep 2017Enterprise ArchitectureCollaboration As Basis For Intranet RedesignCraig Le ClairDescription coming soon.
Sep 2017Enterprise ArchitectureRPA Operating Models That WorkCraig Le ClairThe search for "quick solutions" to fragmented business applications has pushed RPA investment. Early enthusiasm has led to tapping the breaks. Business, infrastructure and operations concerns raise the question of the best RPA Operating model to deliver value to customers or stockholders. This report synthesizes leading enterprise operating models for RPA. The emerging role of TM and business to deploy and manage RPA are outlined.
Sep 2017CIOImplementing And Nurturing Digital EcosystemsDan BielerDigital businesses need digital ecosystems that support the continuous exchange of information and data to create value. CIOs must understand the complexity of digital ecosystems and learn to create value within such ecosystems. Embracing digital ecosystems empowers the CIO to drive faster innovation, more efficient production, and more agile go-to-market activities. This report helps CIOs to develop an understanding of the digital business landscape and the ecosystems that support of both the B2C and the B2B businesses.
Sep 2017eBusiness & Channel StrategyEmbed Innovation To Drive Continuous Improvement In Digital InsuranceEllen CarneyDescription coming soon.
Sep 2017eBusiness & Channel StrategyThe Future Of The Insurance AgentEllen CarneyDigitally enabled distribution is changing, not eliminating, the job of the insurance agent. In the future, there will be fewer, but more successful agents, who will have very different expectations of what and how they’ll sell insurance and other services. Smart digital insurance companies must begin thinking now of new risk ecosystem partnerships to provide new coverage and services, and agency management teams will be on the hook for new digital services that will differentiate their firms and drive agent loyalty. Failure to face these challenges will relegate insurers to the margins and may potentially lead them to being ingredient brands — insuring and incurring the risk, but further disconnected from the ultimate customer.
Sep 2017B2C MarketingEvaluate Your Social Marketing CapabilitiesErna Alfred LiousasThis report, the Assessment chapter of the Social Marketing Playbook, will explain the dimensions of social maturity and the key capabilities you need for social marketing success.
Sep 2017Customer InsightsEvaluate Your Commitments With Forrester's Privacy Policy ScorecardFatemeh KhatiblooThis report will be the performance management chapter of the Customer Trust And Privacy Playbook and will outline a scorecard on how organizations can assess the quality of their privacy policies.
Sep 2017Customer InsightsMake Privacy A Competitive DifferentiatorFatemeh KhatiblooConsumers are increasingly aware of how valuable their personal data has become, to everyone from retail businesses to music streaming services to cybercriminals. As a result, companies can no longer afford to dismiss customer concerns about the collection, analysis, and use of their data. In fact, Forrester believes that failure to respect customers' preferences about their data will drive them to a more customer-obsessed competitor. The Customer Trust and Privacy playbook addresses the tools, technologies, responsibilities, and requirements that customer insights (CI) professionals will need to build trusted relationships and ensure success in an era of consumer-managed data and increased scrutiny of privacy  practices.
Sep 2017eBusiness & Channel StrategyThe Rise Of The On Demand Sales AssociateFiona SwerdlowCustomers today demand a higher level of service from their retailer of choice. This report will explore consumer expectations around store associate capabilities, including the use of digital technologies that empower associates.
Sep 2017CIOSizing The Business Value Of IoTFrank E. GillettThis report will size the business value that IoT enabled processes and products can bring to companies and their customers. We will look at various segments of the IoT market and analyze the business growth dynamics you can expect over the next five years.
Sep 2017CIOThe Smart Home Grows GraduallyFrank E. GillettDescription coming soon.
Sep 2017Application Development & DeliveryThe Forrester Wave: Retail Planning, Q3 2017George LawrieRetailers don't own stores or trucks or warehouses. The only item on their balance sheet in general is inventory. This Forrester Wave compares vendor solutions that drive inventory turn with superior demand management assortment and allocation.
Sep 2017Enterprise ArchitectureState Of MarTech In InsuranceGordon BarnettThis report will highlight the MarTech vendors that are used by Forrester clients in the insurance sector.
Sep 2017Security & RiskThe Forrester Wave: Data Breach Notification And Response Services, Q3 2017Heidi SheyIn this evaluation of breach notification and response services, we will identify the most significant services providers in the category -- and research, analyze, and score them. This report will detail our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help security and risk professionals select the right partner for their prebreach planning and breach notification and response.
Sep 2017Security & RiskThe State Of Data Security And Privacy: 2017 To 2018Heidi SheyThroughout the year, Forrester analysts engage in hundreds of discussions about data security and privacy. This data-driven report outlines budgeting and spending, technology adoption plans, and other key breach, data protection, and privacy trends in North American and European firms for 2017 through 2018. Understanding these trends and their implications will help security and risk (S&R) executives examine, and adjust as necessary, their own plans for data security and privacy.
Sep 2017Enterprise ArchitectureData Governance In A Machine Learning WorldHenry PeyretMachine learning is the new buzzword for everything: detecting the behavior of customers, helping doctors with health diagnostics, predicting trends in industries, etc. Machine learning can help us deal with increasing semantic complexity, but machine learning cannot entirely replace data governance. Machine learning requires its own set of rules so that firms can trust its results.
Sep 2017Infrastructure & OperationsThe Technology-Augmented WorkforceJ. P. GownderFrom smartphones and tablets to wearable devices to automated assistants and internet of things scenarios, it's possible to augment the workforce with a growing set of technologies. What does it mean to augment the workforce, what technologies are appropriate, and how do you get started?
Sep 2017B2C MarketingSocial Technographics® Defines Your Social Approach And TacticsJessica LiuThe question is no longer whether your customers use social media but rather how you can best use social media to interact with those customers. But how well do you know your customers on social media? Forrester's Social Technographics model, with updated data, helps you understand your customers and reveals whether your audiences use social media to interact with brands, in what part of the customer life cycle they use social media, which social behaviors they exhibit, and on which types of social sites they engage in those behaviors.
Sep 2017B2C MarketingPave The Path To Measurement SuccessJim Nail, Tina MoffettMarketing measurement and optimization is an indispensable discipline for B2C marketing leaders because it helps tame the flood of marketing and customer data, providing insights that fuel business decisions. B2C marketing pros must have a clear marketing analytics road map, aligning the right business objectives with the right analytical approach. This report, as part of the marketing measurement and insights playbook, provides the road map to help plan and successfully deploy a measurement initiative.
Sep 2017Customer ExperienceThe Forrester Wave: Customer Journey Analytics Providers, Q3 2017Joana van den Brink-Quintanilha, Alex CauseyTo give CX pros a guide to choosing a journey analytics tech provider, Forrester evaluates and ranks a number of key journey analytics tech providers.
Sep 2017B2C MarketingElevate Your Approach To Cross-Channel Campaign MeasurementJoe StanhopeThe processes of measuring and reporting on campaign performance are trickier because B2C marketing pros often struggle to relate channel-specific metrics to high-level business outcomes. This report provides a framework for B2C marketers to define their key performance indicators (KPIs), build a measurement plan, and embed reporting within a performance management strategy.
Sep 2017B2C MarketingVendor Landscape: Enterprise Marketing Software SuitesJoe StanhopeThis vendor landscape will describe, segment, and analyze vendors in enterprise marketing technology to help B2C marketing professionals best understand what marketing technologies they need. Forrester will examine all significant vendors in what it defines as the next-generation space.
Sep 2017B2C MarketingPost-Digital EngagementJoe Stanhope, Julie A. AskThis report will examine the evolution of engagement by assess channel-specific marketing tech stacks.
Sep 2017Application Development & DeliveryBest Practices For Driving Sales Growth With CPQJohn BrunoEmpowered buyers have redefined the way B2B organizations engagement with their customers. Configure Price Quote solutions that traditionally lived in the back office have steadily moved their way to the front office. During this shift, ownership over these projects has also shifted. This report will detail best practices from enterprises who have successfully adopted modern CPQ solutions to better serve their customers.
Sep 2017B2C MarketingThe Forrester Wave: Mobile Engagement Automation, Q3 2017Julie A. AskMobile engagement automation (MEA) solutions are marketing technologies that use real-time and contextual insights to proactively engage with known users in the appropriate mobile moments across the customer life cycle via a mobile device. This report evaluates the capabilities of major vendors in the MEA vendor arena.
Sep 2017Application Development & DeliveryAssess Customer Service Capabilities To Pinpoint Opportunities For Better ServiceKate LeggettIn the age of the customer, the transformative effects of social computing and ubiquitous mobility are challenging how organizations can most effectively manage their interactions with customers. How can you make sure your company knows how to engage with your customers in a way that keeps them loyal? How can you make sure that your company receives the best return from its investment in customer service solutions? Use Forrester's assessment tool for customer service to understand how your organization stacks up against more than 150 best practices that drive customer retention, customer loyalty, reduced cost, and increased revenue. This framework will help you define strategy, gain executive buy-in, build stakeholder consensus, manage customer service agents more effectively, and select the right technologies for loyalty-creating customer experiences.
Sep 2017Application Development & DeliveryBenchmark Against Best Practices To Optimize CRM PerformanceKate LeggettTo 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 organizations know if they are on the right track? To find out, we asked 650 business and IT leaders about the critical business process, people management, strategy, and technology practices that underpin a successful project. This report provides benchmark data from that survey to help you define and manage the risks associated with a customer relationship management (CRM) project and discover how your organization compares with others.
Sep 2017Application Development & DeliveryVendors Battle For The Heart Of The Contact CenterKate LeggettThe heart of the contact center is comprised of a set of complex, unintegrated technologies, which firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply integrated technology suites. This report examines the market dynamics and buyer requirements for contact center technologies. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Sep 2017CIOEngaging Healthcare's Empowered Patient: How Systems Of Engagement Will Drive Improved Outcomes And Build LoyaltyKate McCarthyHealthcare struggled to engage patients both in insurance loyalty and in healthcare compliance. Systems of engagement will help payers and providers achieve success in both areas.
Sep 2017Customer ExperienceAutomating ResearchKelly PriceThis report will explore the increasing role of automation in customer understanding practices, including its benefits, tradeoffs, and impact on the research process.
Sep 2017B2B MarketingInfluencer Marketing: PR's Transition to Customer ObsessionLaura Ramos, Fatemeh KhatiblooInfluencers have a significant role to play in brand and buyer behavior. Understanding who your most important constituents is the first step to then shaping their perception and advocacy of your company.
Sep 2017CIOThe Forrester Wave: Business Transformation Consultancies, Q3 2017Marc CecereDescription coming soon.
Sep 2017Enterprise ArchitectureThe Agile Organization: Take A Portfolio-Driven Approach To ThriveMargo VisitacionEstablishing a thriving customer oriented operating model (COOM), requires teams to plan and deliver outstanding experiences against market-driven deadlines. As organizations continue on their digital transformation journey, they often experience collisions when managing unique workflows that support systems of record and systems of engagement. To minimize this, organizations must embrace the diversity of their organizations but create a pragmatic organization that supports a loosely coupled, but strongly aligned approach to planning and delivery. Using the right level of automation, a different organizational approach and portfolio teams focused on governance rather than controls help companies make the transition to an Agile enterprise.
Sep 2017Enterprise ArchitectureThe Forrester Wave: Strategic Portfolio Management, Q3 2017Margo Visitacion, Gordon BarnettThis is an update to The Forrester Wave: Portfolio Management For The Tech Management Agenda, Q1 2015.
Sep 2017Application Development & DeliveryThe Forrester Wave: Enterprise BI Platforms With Majority Cloud Deployments, Q3 2017Martha BennettIn Forrester's evaluation of cloud business intelligence (BI) platform vendors, we will identify the most significant vendors in the category and research, analyze, and score them. The report will detail our findings to help application development and delivery (AD&D) professionals select the right solution for their cloud BI strategy.
Sep 2017B2B MarketingPicking Up On Social Cues: How Savvy B2B Sellers Engage In Listening And Research Across The CycleMary Shea, John BrunoWe are well into the era of B2B social selling. As metrics around the efficacy of social selling continue to roll in, marketing and sales leaders must ensure their sellers optimize the full potential of these channels. To date, much of the conversation has focused on social as a vibrant channel to increase lead volume and velocity as well as a means to enhance relationship density within the B2B sellers' network. Savvy B2B sellers are mining social networks to uncover rich insights about their buyers and their buyer's customers positioning themselves to have more personalized and consultative interactions across the life cycle.
Sep 2017Customer ExperienceEmbed CX Metrics In Decision-MakingMaxie Schmidt-Subramanian Forrester will share best practices for how to create CX dashboards that expose the state of CX and most important challenges as well as best practices for creating processes around CX dashboards that drive CX improvements.
Sep 2017B2C MarketingBenchmark Your Social Marketing EffortsMelissa ParrishNearly every marketer uses social media today, but how they use it, how much they spend, and how successful they perceive their efforts to be varies wildly. This report will explore the extent to which social media has permeated marketing across industries, helping marketers benchmark their own social usage and success against that of their peers.
Sep 2017Application Development & DeliveryThe Forrester Wave: Streaming Analytics, Q3 2017Mike GualtieriThis Forrester Wave evaluation will evaluate streaming analytics solutions.
Sep 2017Infrastructure & OperationsThe Forrester Wave: Enterprise Data Resiliency Software, Q3 2017Naveen ChhabraA report focusing on Enterprise Data Resiliency Software.
Sep 2017Security & RiskTechRadar: For Risk Management Professionals GRC, Q3 2017Nick Hayes, Renee MurphyThe governance, risk management, and compliance (GRC) technology market is one of fluctuation, confusion, and contention. Many technologies relevant for governance, risk management, and compliance professionals have been around for more than a decade, but the GRC concept itself did not start to take shape until vendors began offering tools to help public companies comply with Sarbanes-Oxley. Since then, compliance and risk management roles have gained more prominence, and demands on them from regulators, boards, executives, and business partners have skyrocketed. As you turn to technology to help respond to the avalanche of requests and requirements, you'll find a vast landscape of vendors ready to support you -- some proudly flying the GRC banner and some shunning it. Use this report to understand the commercial maturity and business value of these products as you assemble your GRC technology road map.
Sep 2017Enterprise ArchitectureThe Forrester Wave: Enterprise Data Virtualization, Q3 2017Noel YuhannaThe adoption of data virtualization continues to grow rapidly as organizations struggle with data integration from various silos. This Forrester Wave is an update to the Forrester Wave done in 2015. It will evaluate data virtualization vendors on their security, scalability, big data, data discovery, data quality, and cloud capabilities, focusing on real-time capabilities.
Sep 2017Enterprise ArchitectureThe Forrester Wave: Translytical Databases, Q3 2017Noel YuhannaTranslytical databases is a term that Forrester wrote about in 2015 that delivers analytics at the speed of transactions. With the market evolving and vendors innovating around Translytical, this Wave focuses on comparing vendors in this space.
Sep 2017CIOBusiness Transformation In The Age Of The Customer, Powered By The Internet Of ThingsPaul MillerStartups like Nest, Dropcam, or Cognitoys build new businesses that leverage the internet of things. But the bigger transformation is occurring in more established industries. Early successes in using IoT to monitor and control devices are increasingly being superseded by richer and more complex efforts to transform and augment customer relationships and business models.
Sep 2017Customer ExperienceImprove Customer Engagement With Customer ServiceRiccardo Pasto Customer service is an essential business function and a cornerstone of any company's customer experience (CX) strategy. Successful companies understand that great service is good for business. This report discuss how by meeting customer expectations for quality service, companies could greatly improve their engagement experiences and hence drive business outcome.
Sep 2017Customer ExperienceThe China Customer Experience Index, 2017Riccardo Pasto As the most comprehensive CX survey of its kind in China, the Forrester's CX Index Survey 2017 takes a deeper look at fewer brands, surveying more customers to evaluate how well each brand's CX strengthens the loyalty of its customers. CX pros in China can use this assessment to benchmark the quality of their CX against their peers in the market and ultimately improve the CX that they deliver.
Sep 2017Infrastructure & OperationsSystems Engineering Skills Will Transform Your ServicesRichard Fichera, Andre KindnessThe complex services required for today's business challenges cannot be assembled following the haphazard methods of the past. They must be designed as complete systems, optimizing the behavior of the whole, not the parts. A new host of design and engineering skills are necessary to accomplish this. This report covers some of the more important practices you need to employ for true service design.
Sep 2017B2C MarketingBest Practices For Omnichannel Digital Media BuyingRichard JoyceThis report will provide marketers with a collection of omnichannel digital media buying best practices and help them move from plan to action.
Sep 2017Customer ExperienceThe Federal Government Customer Experience Index, 2017Rick ParrishThis report will evaluate the experience federal government agencies offer to their citizens in the new administration.
Sep 2017Application Development & DeliveryThe Spectrum Of Low-Code Development OptionsRob KoplowitzHow low is low-code? How viable is no-code? This report continues our series on the emerging popularity of low-code development platforms.
Sep 2017B2C MarketingVendor Landscape: Marketing Resource ManagementRusty WarnerThis report will examine the current marketing resource management (MRM) space and the vendors that serve it.
Sep 2017Customer ExperienceHow Customer-Centric Employees Deliver Emotionally Resonate ExperiencesSamuel SternAccording to Forrester's CX Index, emotional attachment to a brand is the biggest determinant of customers' experience perceptions. That's why companies need to understand the emotional state that they are creating with customers. They should then share that insight with employees and measure how well employees deliver the desired emotions in their interactions with customers.
Sep 2017Application Development & DeliveryMicrosoft Dynamics Services Market OverviewSomak RoyThe Microsoft Dynamics (AX and CRM) portfolio is expanding beyond its midsize, and subsidiary-only roots, and into the large enterprise. What are the key segments in the Microsoft Dynamics buyer market in circa 2016?
Sep 2017Infrastructure & OperationsMake The Right Cloud Decisions With Cloud GovernanceSophia I. Vargas, Chris Gardner, Robert StroudMany factors impact the wisdom of your cloud decisions. Economics, regulations, and customer experience are only a few of the many considerations you must assess to determine which, if any forms of cloud make sense for your needs. The answer isn't as simple as many promote. This report is a guide to making the right choices and maintaining those correct states of business.
Sep 2017B2B MarketingExtended Sales Force AutomationSteven WrightSales Enablement, along with other key applications such as Configure Price Quote and Contract Lifecycle Management, need to work in an integrated fashion to support sales effectiveness. What to look for when considering solutions from multiple providers.
Sep 2017B2C MarketingOvercoming The Digital Culture Gap In Marketer OrganizationsSusan BidelCMOs recognize the value of digital tools and strategies to identify and deliver relevant messaging to their customers and prospects. They've structured their marketing organizations to tap into channel expertise. But they haven't bridged their teams' cultural divide between senior marketers and digital natives, and chasm is costing them money. This report will examine the cultural challenges that marketing organizations must tackle to take best advantage of their digital assets.
Sep 2017Application Development & DeliveryThe Forrester Wave: Digital Experience Platforms, Q3 2017Ted SchadlerIn this Wave, we will refresh the 2015 Wave and reinforce our notions of an architecture, including cloud hosting; microservices; shared assets, including content, customer data, and personalization; and integration between modules.
Sep 2017B2C MarketingDefining The Share Of Mobile In The Marketing-MixThomas HussonThis report will look at how marketers can quantify mobile in their marketing mix.
Sep 2017B2C MarketingIoT, Bots, Agents, And Artificial Intelligence: What's Next For Marketers?Thomas HussonDescription coming soon.
Sep 2017Customer ExperienceOptimize Enablement Practices For CX TransformationTJ Keitt, Samuel SternOnce you've established solid enablement practices on your journey to CX transformation, you need to optimize by adopting best practices in how you provide all employees and partners with the resources they need to deliver the right experiences. This report describes what those best practices are. It also links to additional reports that provide more depth. (This report is part of The CX Transformation Playbook.)
Sep 2017Customer ExperienceInnovations In Customer Journey Mapping, 2017Tony CostaCX pros are constantly coming up with new ways to use or map customer journeys. This report will highlight a several emerging or novel journey mapping practices that CX pros can adopt to take their own efforts to the next level. Specific examples may include designing measurement systems based on customer journeys; techniques for quantifying emotion in journeys; mapping journeys that involve multiple customer; or leveraging process mapping techniques to document how organizations support and enable customer journeys.
Sep 2017B2C MarketingOvercome Top MarTech Challenges In Asia PacificXiaofeng WangThis is a report that analyzes marketers' needs and pain points in digital marketing in the region.
Sep 2017eBusiness & Channel StrategyAustralian Consumer Financial AttitudesZhi Ying NgThis report looks at how Australian consumers research and buy financial products and how they perceive financial services companies.
Oct 2017Enterprise ArchitecturePredictions: EA 2018Alex CullenAs firms address digital transformation and how to become customer-led, insights-driven, fast, and connected, enterprise architecture (EA) has tremendous value to offer. To see how the practice of EA will evolve over the next few years, one must look at leading practices today, including the winners of the 2016 Forrester/InfoWorld Enterprise Architecture Awards. A key theme: EA's value proposition shifts from "doing architecture" to empowering firms to make the best pragmatic decisions.
Oct 2017Enterprise ArchitectureState Of State Of EA 2018: EA On The Road To Digital BusinessAlex CullenDescription coming soon.
Oct 2017Security & RiskThe Future Of Identity And Access ManagementAndras Cser, Merritt MaximToday, identity and access management (IAM) technologies have become a critical component of the BT agenda because business leaders, CIOs, and CISO use them to both serve customers along every step of the customers' journey as well as to understand and engage customers. In this report, we help security and risk (S&R) professionals understand how they can leverage IAM technologies to enable new customer functionality and business models in the next three years.
Oct 2017Security & RiskTop Trends Shaping IAM In 2018Andras Cser, Merritt MaximAlthough maturing quickly and available in new virtualized and containerized forms, identity and access management (IAM) is undergoing fundamental changes in response to: 1) hybrid cloud access control challenges; 2) IoT security requirements; 3) the erosion of the password; 4) the maturing of identity analytics; and 5) the adoption of cloud directories. For security and risk (S&R) professionals, this report identifies and analyzes the most important IAM trends that will shape 2018.
Oct 2017Customer ExperienceVendor Landscape: Experience Design ServicesAndrew HoganCompanies offering experience design services come from one of many backgrounds -- digital, mobile, service design, physical design, and more. All aim to help CX pros achieve their experience design goals. This report will segment and analyze this diverse landscape of experience design services firms.
Oct 2017eBusiness & Channel StrategyDifferent Paths To DigitalAndy HoarIn the age of the customer, B2B sellers must digitize or die. But there are several paths B2B companies can take to digital dominance. For example, Grainger does nearly 50% of its total sales online, while its direct competitor Fastenal's official online sales percentage is in the single digits. However, Fastenal drives a significant share of its overall sales via its 60,000 digitally-enabled vending machines. Similarly, other B2B companies opt to digitally enable their channel partners and drive digital sales that way. In the end, a digital sale is a digital sale whether it's direct or indirect, offline, or online.
Oct 2017eBusiness & Channel StrategyRank Your Digital Store CapabilitiesAnjali YakkundiThis is the assessment chapter of the Digital Store playbook.
Oct 2017Infrastructure & OperationsThe Forrester Wave: Application Outsourcing Service Providers, Q3 2017Bill MartorelliThe demand for application outsourcing is continuing in 2017.  Enterprises are looking for service providers which are able to support outcome based models to enable enterprise towards business growth through innovation.
Oct 2017Customer InsightsHow Analytics Drives Customer Life-Cycle ManagementBrandon PurcellWith the growing importance of customer insights in organizations, the role of analytics to extract insight and embed it back into organizational processes is at the forefront of business transformation. However, marketers predominantly enable measurement and analytics infrastructure to serve the needs of customer acquisition, with a limited view toward the entire customer life cycle. Forrester recommends that CI pros deploy various analytical techniques across the customer life cycle to grow existing customer relationships and provide insight into future behavior. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Oct 2017eBusiness & Channel StrategyDefining New Metrics For Omnichannel SuccessBrendan WitcherUnderstanding of performance of the omnichannel fulfillment programs is an important step in understanding how these programs are being used and what benefits they are providing for retailers and customers alike. This report lays out the core categories of omnichannel fulfillment metrics, recommends how to align them with business objectives, and offers a step-by-step process for collecting and using these metrics.
Oct 2017eBusiness & Channel StrategyPaving The Path To Omnichannel FulfillmentBrendan WitcherOmnichannel fulfillment programs have topped eBusiness priority lists for a number of years. And while there is no doubt that retailers understand the omnichannel mandate, many are unsure of where to start. What are the major stages of implementation that companies should move through? Which omnichannel programs should leaders deploy first -- and what can wait? What organizational, operational, and technical challenges must be addressed before launching programs? Forrester's omnichannel fulfillment road map addresses these questions. This report, which comprises the road map chapter for the retail omnichannel playbook, gives eBusiness professionals a guide on how to craft their organizations' omnichannel road maps with a particular focus on fulfillment initiatives. It will help eBusiness leaders chart their strategies for adopting and integrating omnichannel fulfillment into the organization, including selection of the right technology and ways to break down internal and external barriers that could impede progress.
Oct 2017Enterprise ArchitectureBuild Your First System Of Insight: A Vertical PerspectiveBrian HopkinsThis report will explore how to build systems of insights in five key verticals -- media, financial services, retail, government and healthcare.
Oct 2017Enterprise ArchitectureVendor Landscape: Predictive Analytics And Machine Learning Solutions In APAC, Q3 2017Charlie DaiBased on the report in Q4 2015 with local trends and vendor landscape in China and global Forrester Wave report (Q1 2017), this report will analyze major vendors offering predictive analytics and machine learning solutions in APAC market (China, Australia, Singapore, and India).
Oct 2017Security & RiskFive Steps To A Zero Trust NetworkChase CunninghamA Zero Trust (ZT) network abolishes the idea of a trusted network inside the corporate perimeter. A ZT network creates microperimeters of control around an enterprise's sensitive data assets and provides visibility into how it uses data across its entire digital business ecosystem to win, serve, and retain customers. As security professionals adopt ZT principles, they need a defined methodology to build an innovative network to realize the benefits of a ZT strategy. This report provides S&R leaders best practices and a five-step process to achieve Zero Trust more quickly. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Oct 2017Enterprise ArchitectureA Long-Term Perspective On Preserving Media AssetsCheryl McKinnon
Oct 2017Security & RiskForrester's 2017 Interactive Data Privacy Heat MapChris ShermanTo help security and risk professionals navigate the complex landscape of privacy laws around the world, Forrester created a data privacy heat map that highlights the data protection guidelines and practices for 54 different countries. It also covers other relevant issues like government surveillance, cross-border data transfers, and regulatory enforcement. Due to the dynamic nature of data protection legislation, we update information within the interactive tool annually.
Oct 2017Security & RiskIndustry Spotlight: US Healthcare Security Budgets And Priorities 2017Chris ShermanDescription coming soon.
Oct 2017Security & RiskThe 2017 State Of Endpoint Security AdoptionChris ShermanEvery year Forrester surveys thousands of security decision makers and information workers globally from a wide range of industries and organization sizes. This report presents the most relevant endpoint security data from these surveys, with special attention given to trends affecting small and medium-size businesses and enterprises.
Oct 2017Application Development & DeliveryHow To Structure Contract Software EngagementsChristopher CondoMost AD&D shops contract for outside resources to speed delivery, find rare skills, or augment internal developers. This report outlines the varieties of engagement models for contracting with software outsourcers.
Oct 2017Customer InsightsOptimize Customer Experience With A Digital Intelligence Business CaseCinny LittleOrganizations must demonstrate tangible value for their digital intelligence initiatives and investments. This report helps CI professionals to identify and quantify the ROI components and identifies areas where quick wins may be possible.
Oct 2017B2C MarketingThe Forrester Wave: Search Marketing Agencies, Q4 2017Collin ColburnThis is an update to the Forrester Wave: Search Marketing Agencies, Q1 2016.
Oct 2017Enterprise ArchitectureCase Studies: RPA And Cognitive Showing Enterprise PotentialCraig Le ClairRPA has often been pigeon holed as a purely tactical solution with little transformative customer experience value. This report reviews positive use cases that show when properly aligned, RPA in collaboration with cognitive platforms can lift customer experiences to new levels.
Oct 2017CIOThe Role Of Telecoms In Your Digital TransformationDan BielerThis report investigates to which extent telcos will move beyond their traditional role of network infrastructure and connectivity provider to position themselves as partners in your digital transformation.
Oct 2017Sourcing & Vendor ManagementForrester’s Software And SaaS Contract Review Checklist User GuideDuncan JonesCombining my checklist with Liz and Bill's cloud checklist.
Oct 2017B2C MarketingSeize Control Of Your Content StrategyErna Alfred Liousas, Ryan SkinnerToday's empowered and digitally connected customers engage less with traditional advertising messages. However, they are interested in useful and valuable content that can improve their lives, help them make decisions, and get more value from their purchases. B2C marketers struggle to produce content that is valuable in their customers' eyes. Develop a strategic approach to content marketing that will deliver valuable content and drive business results for your brand with this report. This is an update of a previously published report "Build Your Content Strategy With The Marketing RaDaR." Forrester reviews and updates reports periodically for continued relevance and accuracy; we revised this edition to factor in new examples and data.
Oct 2017B2C MarketingPredictions 2018: PrivacyFatemeh KhatiblooIn 2018, B2C marketers must prepare to face ever-growing threats to their carefully constructed systems of insight. This report lays out the top trends in privacy that will affect marketers in 2018.
Oct 2017eBusiness & Channel StrategyDriving Retail Store Innovations That Disrupt Retail's Status QuoFiona SwerdlowThis is the Continuous Improvement chapter of the Digital Store playbook.
Oct 2017eBusiness & Channel StrategyThe State Of Retailing Online 2017: Marketing And MerchandisingFiona SwerdlowForrester's semi-annual report published in partnership with Shop.org on marketing and merchandising.
Oct 2017Customer ExperienceHow The IoT Matters For Customer ExperienceFrank E. GillettHow customer experience professionals should think about the challenges and opportunities of the internet of things.
Oct 2017Security & RiskThe State Of Network Security, 2017 To 2018Heidi SheyThis data-driven report outlines budgeting and spending, security group responsibilities, network security technology, and services adoption in North American and European organizations for 2017 to 2018. Understanding these trends and their implications will help security and risk (S&R) executives examine and adjust their resources for their enterprises' security architecture and operations strategies.
Oct 2017Security & RiskCalculate The Business Impact And Cost Of A BreachHeidi Shey, Josh ZelonisThe business impact and cost of a breach are notoriously difficult to measure. A data breach initiates a tangle of direct and indirect costs, with some costs accruing in the immediate aftermath and other costs occurring years after the actual breach event. This report will help security and risk (S&R) leaders educate business executives about the variety of potential costs of a breach and build the business case for investments in security architecture and operations necessary to defend their sensitive data.
Oct 2017Enterprise ArchitectureVendor Landscape: IoT IntegrationHenry PeyretNew but an important component in the integration landscape, IoT integration deals with streaming, multiple M2M protocols, real-time issues, large volumes, etc. There are two sorts of offerings for now with IoT for commercial and IoT for industrial with different requirements. This report will provide an overview of the space.
Oct 2017Infrastructure & OperationsHow To Choose The Best Innovation ApproachJ. P. GownderI&O leaders are often tasked with innovation efforts, either leading them or working in tandem with business leadership. Yet there are numerous approaches a company can take to innovate: Innovation labs, intrapreneurs, co-creation with customers, open innovation, innovation accelerators . . . and many other approaches. This report will outline major approaches to technology-infused business innovation, and offer guidance about which one is most appropriate under particular circumstances.
Oct 2017eBusiness & Channel StrategyBuild Next-Generation Digital Banking CapabilitiesJacob Morgan, Peter WannemacherDigital banking strategy demands a new approach to technology management. In the past banks have delivered technology through: monolithic, on-premises applications chosen because a bank signed a five-year enterprise agreement with a vendor; waterfall software development with only two release windows a year; business executives throwing endless lists of "must-have" features over the wall to technology management teams. Digital business strategy executives must collaborate with their firms' technology teams to champion a business technology (BT) agenda and transform the way they design, develop, and deliver innovation by adopting approaches like Agile development and DevOps. This report will be the Tools & Technologies chapter in our Digital Banking Strategy playbook.
Oct 2017Customer ExperienceMastering Marketing And CX Collaboration To Deliver Great ExperiencesJennifer WiseDuring the "I" of the IDEA framework, marketers are tasked with identifying the mobile moments and context. This report provides best practices in combining marketer and customer experience strengths to identify the core mobile moments for your consumer and your brand.
Oct 2017Application Development & DeliveryThe Forrester Wave: Low-Code Development Platforms, Q4 2017John R. RymerLow-code platforms are proving themselves in a variety of contexts, from accelerating the work of experienced dev teams to allowing business experts to act as "citizen developers." This Forrester Wave report will update our evaluation of the important suppliers in this fast-growing market.
Oct 2017Security & RiskVendor Landscape: Security Automation And Orchestration SolutionsJoseph BlankenshipThe only way to prevent the exfiltration of sensitive data according to predetermined risk tolerance levels set by the business is to automate the response. When S&R pros define security policy according to declared business needs, automation, and orchestration solutions help coordinate a swift response. They do this by leveraging a security analytics engine that generates a response index based on factors such as importance and likelihood of a breach, thus allowing security teams to automate the right type of response based on the event. In this report, we identify and analyze the most important vendors in this space.
Oct 2017Security & RiskTop Cybersecurity Threats To Your Digital Business In 2018Josh ZelonisSecurity and risk (S&R) pros have the challenging task of using finite budgets to protect their business from every possible attack type in the threat landscape. One strategy for approaching this challenge is to use historical attack trends to prioritize protections against attacks that are the most highly probable. This report analyzes common attack patterns responsible for breaches in 2017 to facilitate this approach.
Oct 2017Application Development & DeliveryAssess Your CRM Maturity In 2017Kate LeggettManaging your company's relationships with those who buy your company's products and services has never been more important. But as a CRM leader, where do you start? Where do you focus your efforts? And as your firm matures, how do you know you are on the right track? Forrester's CRM maturity model 4.0 offers application development and delivery (AD&D) professionals a way to plot organizational maturity, and a roadmap to modernize operations and elevate CRM capabilities.
Oct 2017Application Development & DeliveryThe Second Coming Of Digital-First Customer Service SolutionsKate LeggettCustomers demand that their time be valued, and are increasingly interacting over digital channels like chatbots, virtual agents, chat, messaging, and social channels for customer service. They also expect that these interactions be intuitive, conversational, highly personal, and can be stopped and restarted over time. Vendors are responding to this challenge by offering AI-fueled digital-first solutions that support customers over  these channels in a way that meets their expectations. This report will highlight customer demand and the state of the digital-first customer service vendor solutions.
Oct 2017CIOCase Study: Agile Healthcare DevelopmentKate McCarthyThis case study will highlight a healthcare organization's move to embrace Agile practices as they develop applications for patient engagement.
Oct 2017CIOThe mHealth Takeover: How Mobility Brings Healthcare Closer To The PatientKate McCarthyOnline shopping has become commonplace for retail, but healthcare still relies on its bricks and mortar to drive business. Mobility allows organizations to engage with virtual care, a growing app environment, and better capture patient data in support of a 360 view.
Oct 2017Customer ExperienceSegmentation For CX ProsKelly PriceCustomer understanding is a requisite of delivering great experiences to customers, but how do CX pros know which customers and experiences to prioritize in order to maximize business impact? Though most typically used in a marketing context, customer segmentation can serve as a powerful tool for CX pros, helping them to prioritize their efforts, and to elevate experience for high value customer groups. This report will explore how to build and employ segmentation models in order to improve customer experiences.
Oct 2017B2B MarketingVideo Technologies B2B Marketers Should UseLaura Ramos, Nick BarberThis report looks at the technologies B2B marketing leaders should leverage to create short-form video to build an audience, differentiate from competitors, educate customers, and generate sales.
Oct 2017eBusiness & Channel StrategyUsage-Based Billing: The Monetization Platform For IoTLily VaronFirms are shifting from one-time perpetual sales or fixed monthly subscriptions to consumption models like usage-based billing. Real time, usage-based billing provides the monetization platform for the rapidly-evolving, connected network of "things" embedded with electronics, software, sensors, and network connectivity.
Oct 2017B2B MarketingMarketing Automation In ManufacturingLori WizdoThis report shows how manufacturers are using automation to become digital and build engaging marketing programs that for direct sales reps and channel partners (agents, dealers, franchise operators, etc.) to inform buyer understanding and communications.
Oct 2017Application Development & DeliveryA Quick Guide To Web Content Management PricingMark GrannanVendors pricing models and street prices are all over the map. New cloud offerings reveal the challenges of pricing — activity, visitors, capacity, or practitioners? — while at the same time creating more pricing transparency for on-premises and cloud-hosted solutions. This report captures the major pricing models and conveys pricing bands for different WCM scenarios from vendors including Adobe, IBM, EPiServer, Acquia, SDL, Sitecore, Hippo, Crownpeak, and Oracle.
Oct 2017CIOVendor Landscape: Blockchain Technology ProvidersMartha BennettThis report will help CIOs and their business partners understand the emerging but complex vendor landscape for blockchain technologies.
Oct 2017B2B MarketingVendor Landscape Of B2B Social Engagement PlatformsMary Shea, Steven CaseyIn the next 12 months as savvy sales leaders look to enable their sales force to benefit from more vibrant distribution channels, deliver buyer-centric content and engage in an authentic manner, comprehensive social selling programs will become more mainstream. This vendor landscape will provide an overview of top B2B social selling platforms looking at their capabilities in enabling sellers to increase the density and impact of their digital networks and their ability to support sales social engagement activities across the buyer life cycle.
Oct 2017Application Development & DeliveryMobile Feast Or Beggar's Banquet?Michael FacemireThe variety of mobile operating systems, devices, form factors, and middleware technologies make an implementation that simply extends existing websites impossible, as do the time-to-market and user experience demands. This report clarifies the mobile development landscape and highlights the options available to application development and delivery (AD&D) pros and where the market is heading over the next 12 to 18 months. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Oct 2017Application Development & DeliveryThe Chat Bot Tech StackMichael FacemireBuilding a chat bot involves more than simply writing responses to incoming chat requests. What do the technology parts look like, are there vendors that package all those parts today, and do we need to invest in machine learning and AI to win today?
Oct 2017Infrastructure & OperationsThe I&O Culture Shift Towards A Proactive OrganizationMilan HansonProactive I&O organizations have significant advantages over reactive ones as they are more flexible, adaptable and focused on continually improving their service delivery aspects.  This report will describe what culture changes need to be made for I&O organizations to get one step ahead.
Oct 2017CIOAssessing The Maturity Of Your Product Development Org For IoTNate FlemingConnected products introduce a new set of necessary skill sets, systems, and processes to the product development organization. Use this assessment tool to evaluate the maturity of your current product development organization and understand what actions must be taken to prepare your org for the complex world of IoT product development.
Oct 2017Application Development & DeliveryFive Must-Dos For OVP SuccessNick BarberIn order to break down silos that separate departments, videoconferencing and collaboration tools need to be deployed to every employee. Videoconferencing can speed time to market, increase collaboration, and move organizations from siloed to connected. This report will outline how application development and delivery professionals can support and deploy the technologies needed to drive a customer-obsessed culture.
Oct 2017Security & RiskHarden Your Human FirewallNick HayesThe human element is a critical aspect of any security program, yet awareness initiatives are sporadic, with minimal, uninspired investment. Thus, easily avoided human mistakes too often render technical controls useless. To avoid this scenario, reevaluate the way you address and influence your workforce, and turn this vulnerability into a security asset. This report takes lessons from CISOs, training firms, and communications experts to describe an approach to what has too long been a stale practice -- a new way security pros can engage the human firewall.
Oct 2017CIOCreating Trusted Business MachinesNigel Fenwick, Mike GualtieriThis report details how firms are gathering sensor data to create a digital representation of the physical world and manipulating the digital reality to add customer value using examples from firms like Nest, Uber, Withings, and GE.
Oct 2017CIOThe CIO As The Service OrchestratorPascal Matzke, Matthew GuariniIntellectually CIOs realize they need to be more agile, but there is so much existing complexity and they can't reduce it overnight. Orchestration allows CIOs to see what they need to rationalize or streamline, kill or reinvest, and replace or replatform, by continually balancing and rebalancing their portfolio. This report will examine how to take a holistic perspective to look at the business outcomes your portfolio generates, not just the ROI of individual investments.
Oct 2017eBusiness & Channel StrategyEmbed Innovation To Drive Continuous Improvement In Digital BankingPeter Wannemacher, Aurelie L'HostisThis is Continuous Improvement chapter of the Digital Banking Strategy playbook.
Oct 2017B2C MarketingMake The Case For Ad Technology InvestmentsRichard JoyceThis report gives marketing leaders practical guidance on when and how to build a business case for programmatic. You'll learn how to successfully articulate the desired outcomes of programmatic initiatives to key stakeholders by showing how programmatic technology complements marketing.
Oct 2017B2C MarketingThe Convergence Of Creative And Media For Better Ad ExperiencesRichard JoyceThis report is a brief on the convergence of creative and media.
Oct 2017Application Development & DeliveryVendor Landscape: Conversational Computing PlatformsRob KoplowitzConversational computing (often referred to as chatbots) represents a new type of computer/human interaction. Platforms are emerging to support these types of interactions. This report will survey the emerging landscape of platforms supporting development of conversational computing.
Oct 2017B2C MarketingContent Marketing Platforms (CMPs) Aim To Align TeamsRyan SkinnerContent marketing platforms (CMPs) have emerged to help enterprises keep all of the teams producing and publishing content on the same page. This report describes the use case they serve, what they can do and prospects for their future. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.  
Oct 2017B2C MarketingMarketers Clear The Path To Omnichannel BuyingSamantha MerlivatThis will be an update of the Continuous Improvement chapter of the digital media buying playbook. Through various surveys of marketers Forrester collects insights on what type of progress marketers have made in their adoption of programmatic since 2014, as well as benchmarks on the challenges and objectives they will face in the coming year.
Oct 2017B2C MarketingThe State Of Programmatic Digital Media Buying, 2017Samantha MerlivatRead this report to understand how your peers are embracing programmatic digital media buying and seeking value beyond media activation.
Oct 2017B2C MarketingDriving Acquisition In The Post-Digital AgeSarah SikowitzThis report will provide best practices and strategies to drive results in the acquisition stage of the customer life cycle.
Oct 2017Application Development & DeliveryThe Forrester Wave: Microsoft Dynamics (CRM) And AX Services, Q4 2017Somak RoyMicrosoft is increasingly expanding scope to the large enterprise, and the ubiquity of its technologies necessitates that any BT strategy have a strong Microsoft component. The report will delineate the how well top vendors in the Microsoft Dynamics services market serve the BT agenda and help CIOs select the right partner.
Oct 2017Security & RiskDefend Your Digital Business From Cyberattacks Using Forrester's Zero Trust ModelStephanie BalaourasIn today's threat landscape, skilled, well-funded, organized cybercriminals are working to steal your data -- the lifeblood of your digital business -- in pursuit of economic, political, or military gain. To combat this, security and risk (S&R) leaders need Forrester's Zero Trust Model of information security. With Zero Trust, S&R leaders develop robust detection and incident response capabilities and deploy security throughout the digital business ecosystem. In our security architecture and operations playbook, we show you how to defend your customers with the Zero Trust Model. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Oct 2017Security & RiskThe ROI Of Zero Trust SecurityStephanie BalaourasZero Trust is a conceptual and architectural model for how security teams should redesign networks into secure microperimeters, increase data security through obfuscation techniques, limit the risks associated with excessive user privileges, and dramatically improve security detection and response through analytics and automation. In this report, we quantify the ROI of a Zero Trust approach to network security.
Oct 2017B2B MarketingThe Consumerization Of The B2B Buyer And Customer Life CycleSteven CaseyThe digital-first behaviors and preferences of today’s B2B buyers have not only severed the early-stage connection between prospects and sales reps, they are also changing the entire practice of B2B marketing -- which is rapidly evolving to more closely resemble traditional B2C models and incorporate B2C processes and technologies. This report explores the implications of this trend for B2B marketers and examines the experiences of early adopters.
Oct 2017B2B MarketingLeverage The Data You Have For Better Account-Based SellingSteven WrightMany of the analytics needed to better map where there are hot opportunities in a territory are already in place. The question is, can you integrate and synthesize the data in a form useful to sellers?
Oct 2017B2B MarketingThe State Of B2B Social SellingSteven WrightEnabling, managing, and measuring social selling is an area of great interest for B2B marketers, and solutions have emerged that can help leverage second and third-party data related to social selling, but sellers also need help to a better job and can help sellers do a better job at social listening to establish a better dialogue with buyers.
Oct 2017B2C MarketingMarketing Innovation With IoT And Connected ObjectsThomas HussonThis report will focus on how marketers are embracing innovation on IoT & connected objects.
Oct 2017B2C Marketing2018 Mobile Marketing TrendsThomas Husson, Julie A. AskThis report will look at what mobile trends marketers can expect in 2018.
Oct 2017CIOCreate A Road Map Toward Digital Operational ExcellenceTim SheedyYour business needs your help with digitizing the operations of the company -- CIOs can help provide the speed that businesses need to become -- and remain customer obsessed. This report will help you to prioritize your DOX initiatives in support of your business and customer demands.
Oct 2017Customer ExperienceThe Failures And Milestones Of Organizations Who Achieved Customer-CentricityTom ChampionThis report cites the lessons learned from organizations that have been through the transition from laggards to leaders in customer-centricity and what their tumultuous Phase 1's looked like.
Nov 2017Enterprise ArchitectureDesign Your EA Organization For Your Value PropositionAlex CullenWhen firms initiate enterprise architecture (EA) programs or, more commonly, when they relaunch unsuccessful ones, EA leaders must decide what resources they need and how to organize them. But the most important factor driving these staffing and organization decisions is how EA professionals will provide value to their customers. As tech management organizations focus on delivering their BT strategies, organizing around value delivery becomes key to influence and impact. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We have updated this edition to reflect our latest thinking on designing a successful EA operating model that considers how the larger context and needs of your stakeholders translate into an organization chart and staffing plan.
Nov 2017Customer ExperienceCX Index -- India 2017Amit BhatiaAs the focus on customer experience (CX) in India grows, brands are increasing their investments and efforts to provide customers with higher-quality experiences. Despite this, our inaugural Customer Experience Index in 2015 showed that many brands provided poor to mediocre CX. Our 2017 survey of Indian consumers provides the latest in-depth view of the CX quality that brands in India deliver. CX pros at firms in India can use this to discover which industries and companies are providing the best CX in India and how to improve the CX their firms deliver.
Nov 2017eBusiness & Channel StrategyRank Yourself With The Digital Maturity ModelAnanda ChakravartyAs eBusiness and channel strategy professionals at retail companies evaluate their eCommerce opportunities, establishing a level set of current strengths and weaknesses is essential. In 2017, Forrester will update its digital maturity model, a framework to evaluate your preparedness in driving digital transactions by plotting your organizational maturity. This framework evaluates companies on more than two dozen criteria, ranks them against other eBusinesses, and provides a prescriptive approach on what different companies -- from the laggards to the leaders -- should do next. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Nov 2017Security & RiskThe Forrester Wave: Identity-As-A-Service, Q4 2017Andras CserDescription coming soon.
Nov 2017Infrastructure & OperationsThe Forrester Wave: Hardware Platforms For Software Defined Networking, Q4 2017Andre KindnessThis report will evaluate the offerings of the top vendors of hardware designed to support next-generation software-defined networking (SDN). As the SDN market evolves, these platforms enable the flexibility and investment protection necessary for the digital business.
Nov 2017Infrastructure & OperationsFollow A Systems Approach To Modular Service DesignAndre Kindness, Richard FicheraModular architectures promise a simpler way to purchase and deploy infrastructure and applications. Whether you are considering modular software systems, converged infrastructure, or modular data center expansions, each will disrupt traditional roles and processes and demand a systems approach to optimize service delivery.
Nov 2017eBusiness & Channel StrategyReport: Monetize B2B IoTAndy HoarSoon there will be billions of connected devices operating in and around B2B business ecosystems. Today's leading B2B companies are building the infrastructure to deploy and network those devices, but tomorrow's leading B2B companies must plan for how to monetize the network. This will lead to new business models, new customer relationships, and new market opportunities. This report will lay out the possibilities and guide B2B companies on how to get several steps ahead.
Nov 2017Infrastructure & OperationsVendor Landscape: Digital Workplace Of The FutureBill MartorelliDigital workplaces are defined through more consumer-like computing experiences for the workforce. Service providers are offering a range of services to source these digital workplaces. This vendor landscape will define the key areas within a digital workplace and describe the service providers offering these services to enterprises worldwide.
Nov 2017eBusiness & Channel StrategyBuild A Profitable Omnichannel Fulfillment ProgramBrendan Witcher  It's increasingly common for retailers with stores and digital businesses to either already have in place or plan to implement omnichannel fulfillment programs. However, many are unaware of the incremental expense of operating these programs, and, by extension, unaware of overall contribution. eBusiness leaders who are leading omnichannel fulfillment initiatives are now realizing that they need to move from implementing to optimizing their omnichannel fulfillment programs. This report looks forward and provides eBusiness leaders with best practices on how to operate a profitable omnichannel fulfillment program today and in the future.
Nov 2017eBusiness & Channel StrategyPersonalization: Retail/In-Store EnvironmentBrendan WitcherPersonalization 2.0 represents a new way of engaging customers seamlessly across channels and screens. At the same time, the digital store is emerging as a common element in every leading retailer's strategic road map. This report will look at best practices and case studies, as well as opportunities and challenges of enabling personalization within the digital store environment.
Nov 2017Enterprise ArchitectureChoosing A Service ProviderCheryl McKinnonDescription coming soon.
Nov 2017Enterprise ArchitectureECM Requires Investment: The Five Key Elements To Include In Your Business CaseCheryl McKinnonA solid enterprise content management (ECM) business case articulates the current state, the viable options, and the investments that enterprises must make to proceed. Enterprise architects play a central role during business case development by establishing clear goals, desired benefits, risks, and capacity gaps when requesting the financial investments needed to proceed. This report will lay out five elements of an ECM business case to checklist before asking senior management for a "go" or "no go" decision. 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 our most recent research on ECM.
Nov 2017Enterprise ArchitectureMeasure What Matters: Focus On Business Metrics To Sustain Success With ECMCheryl McKinnonTechnology managers can fall into the trap of measuring the performance of an enterprise content management (ECM) initiative by merely counting user- or system-generated activities. Enterprise architecture (EA) professionals must take a broader line of sight in such programs and tie performance measurements to the organization's core business missions. This report outlines an approach to set stronger success metrics for an ECM initiative. It will help EA pros envision -- and achieve -- successful ECM outcomes. 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 include our most recent research on ECM solutions.
Nov 2017Enterprise ArchitectureThe 10 Key Attributes That Reveal Your ECM Maturity LevelCheryl McKinnonOrganizations roll out content management (CM) applications to tackle a myriad of objectives. Chief among these are content sharing, improved search, compliance, and process automation. Yet many content management initiatives fail. Sometimes, the underlying technology isn't up to the task, but more often than not, enterprises with ineffective approaches either drift into unplanned implementations or make the leap to deploy a CM application without looking closely at requirements, processes, and supporting program elements. This report provides a framework for enterprise architecture (EA) professionals to assess their organization's CM maturity, facilitating program improvements and better implementation planning.
Nov 2017Enterprise ArchitectureThe Forrester Wave: Enterprise File Sync And Share Platforms, Hybrid Solutions, Q4 2017Cheryl McKinnonIn our 37-criteria evaluation of enterprise file sync and share (EFSS) providers with hybrid or on-premises deployment options, we identified the 10 most significant -- Accellion, Acronis, BlackBerry, Citrix, Egnyte, IBM, Microsoft, Syncplicity, Varonis, and VMware -- and researched, analyzed, and scored them. This report shows how each solution provider measures up and helps enterprise architecture (EA) professionals make an informed choice when a hybrid or on-premises service for file sharing and storage is the preferred approach.
Nov 2017B2C MarketingDetermine Your Customer's Discovery ChannelsCollin ColburnUsing Forrester's customer life-cycle data, this report will help marketers determine where they should allocate resources and budget to enable consumer discovery of their brands and products.
Nov 2017Enterprise ArchitectureE-Signature Case Studies North America & EMEACraig Le ClairDescription coming soon.
Nov 2017CIOTranslating Business Requirements Into Network-Performance IndicatorsDan BielerMany CIOs are not that familiar with the traditional enterprise network-related key performance indicators. However, these KPIs have a direct impact on the technology solutions that CIOs and business leaders are implementing. This report will help them better understand the network-related KPIs and translate them into business-specific benefits. The report will also investigate the evolution of business-outcome-oriented KPIs and how network KPIs will need to be adjusted.
Nov 2017Infrastructure & OperationsElevate Human Performance With Workforce EnablementDavid K. JohnsonWhat's missing from most workforce technology strategies is an understanding of what makes people truly engaged and productive employees and how this relates to customer experience and financial performance for the company. To gain that understanding and put it into practice, infrastructure and operations (I&O) professionals should use an approach Forrester calls "customer-obsessed workforce enablement" to rethink how to deliver technology to the people who drive the business. This executive overview explains the factors forcing this reassessment and how Forrester's workforce enablement playbook helps you ensure that your company's employees have the technology they need to do their best work with Forrester's "discover, plan, act, and optimize" approach. Forrester reviews and revises this report periodically for continued relevance and accuracy; we are updating this edition to factor in new ideas on workforce enablement.
Nov 2017eBusiness & Channel StrategyBuild Next-Generation Digital Insurance CapabilitiesEllen CarneyDigital insurance demands a new approach to technology management. Think about how insurance companies have delivered technology in the past: monolithic, on-premises applications chosen because a firm signed a five-year enterprise agreement with a vendor; waterfall software development with only two release windows a year; business executives throwing endless lists of "must-have" features over the wall to technology management teams. Digital business strategy executives must collaborate with their firms' technology teams to champion a business technology (BT) agenda and transform the way they design, develop, and deliver innovation by adopting approaches like Agile development and DevOps. This report will be the Tools & Technologies chapter in Forrester's Digital Insurance Strategy playbook.
Nov 2017B2C MarketingPave A Clear Path To Advanced LoyaltyEmily CollinsB2C marketing professionals striving to increase customer loyalty face many challenges, including myopic me-too strategies, disparate data, siloed customer insights, and inadequate measurement practices. If you want to elevate your loyalty approach, you need a road map that clearly articulates the steps to get there. Starting with your loyalty maturity level, this report helps you turn your strategic plan into actionable steps. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
Nov 2017B2C MarketingAdvance Your Social Marketing MaturityErna Alfred LiousasAdvancing social marketing maturity doesn't happen overnight, but there are key steps that marketing leaders can take now to accelerate to the next stage. In this report, we provide you with a road map to each social marketing maturity stage by identifying the key capabilities you must prioritize and the specific actions you can take to accelerate your advancement. This is the Road Map chapter of the Social Marketing Playbook.
Nov 2017B2C MarketingDrive Social Marketing Success With The POST ProcessErna Alfred LiousasMarketers continue to approach social marketing as a destination without clearly articulating intent. Instead of asking what can be accomplished, we're often distracted by the buzz of new social site. This report focuses on a strategic approach to ground social programs within tangible elements such as business objectives.
Nov 2017eBusiness & Channel StrategyPredictions 2018Fiona SwerdlowRetail eBusiness pros in 2018 will face numerous challenges, from wooing cautious consumers and creating rich personalized customer experiences to offering free and fast delivery (without breaking the bank) in the battle for customer loyalty. They must also pivot (even if painfully) to true mobile-first thinking and managing through the still-acute shortage of "digitally fluent" talent from operations to the C-suite. This brief outlines how retailers will tackle these issues, and it uncovers some areas that they will not have to deal with in the next year.
Nov 2017Application Development & DeliveryEmpowered Versus Assisted Decision Analysis In Retail And Consumer GoodsGeorge LawrieRetail category managers and CPG product managers make extensive use of "analytics." This research looks at the impact of embedded quantitative techniques compared with self-service, self-guided decisions.
Nov 2017Enterprise ArchitectureEA/BA GovernanceGordon BarnettThis report will highlight the different types of governance models and best practices used by EA professionals within Forrester clients.
Nov 2017Enterprise ArchitectureThe Forrester Wave: B2B Integration, Q4 2017Henry PeyretSince EDI began, B2B integration has been evolving to bring marketplace, digital business network, and managed shared storage to the API. This Forrester Wave will analyze and compare propositions from vendors to help drive dynamic ecosystems that digital disruption is introducing.
Nov 2017Application Development & DeliveryStop Using Voice As A Model For Digital Contact Center Workforce OptimizationIan JacobsOver the past 20 years, customer service application pros have built out mature service optimization processes around voice calls.  But as customers increasingly prefer to get customer service through digital channels, contact center pros find these workforce optimization tools and processes have digital blind spots.  For example, well understood forecasting models, such as Erlang, simply do not work well for digital channels in which agents can handle multiple interactions at the same time. Similarly, formerly gold-standard metrics such as average handle time do not accurately measure performance in a multi-session interaction. And, quality monitoring tools and processes designed for reviewing call recordings leave companies in the dark about the quality of their chat, email, social, and messaging interactions. This report will detail approaches to bring your workforce optimization technologies and processes to the omnichannel world.
Nov 2017Infrastructure & OperationsHow Do You Choose The Right Device For Customer Engagement?J. P. GownderPhablets, tablets, wearables, PCs . . . how do you choose which platforms and customer-owned devices to support? Customers interact with your company on their PCs, tablets, smartphones, and wearable devices. Which ones do you prioritize as an I&O professional with support systems? How do you work with business colleagues to build a strategic plan?
Nov 2017Customer InsightsThe Forrester Wave: Web Analytics, Q4 2017James McCormickThis report features and compares the top vendors and their solutions for web analytics in the market.
Nov 2017B2C MarketingThe State Of Marketing Measurement, 2017Jim NailIn this report, we'll take a dive deep into a survey of marketing measurement and optimization vendor customers to understand what steps B2C marketers are taking today for optimal measurement results.
Nov 2017B2C MarketingUpgrade Your Processes To Support Contextual MarketingJoe StanhopeProcesses are the unsung heroes of managing modern marketing technology and delivering contextual marketing that satisfies demanding customers. Marketers need to evaluate and enhance their processes to maximize quality, efficiency, speed, and resource utilization. This report helps B2C marketers understand how processes are evolving and how to measure and optimize processes.
Nov 2017Application Development & DeliveryNavigate The Future Of CPQ In 2018John BrunoB2B buying expectations continue to rapidly evolve, and B2B sales organizations struggle to keep up with the pace of change. Configure Price Quote (CPQ) continues to play more of a role in helping companies formalize their approaches to delivering against these needs. CPQ has the potential to play a bigger role in not just solve configuration challenges but solve the consultative, solution selling challenges. This report summarizes the top trends application development and delivery (AD&D) professionals need to take into account when planning for CPQ success in 2018.
Nov 2017Security & RiskThe Forrester Wave: DDoS Solutions, Q4 2017Joseph BlankenshipThe demand for DDoS protection is growing in importance because distributed denial of service attacks now represent a considerable percentage of the total number of threats against organizations of all sizes. DDoS has historically focused on disruption, but today it is more frequently an opening salvo for more complex attacks that result in theft of sensitive data or valuable intellectual property. Also, with the explosion of IoT devices, cybercriminals are compromising and marshaling these devices into botnet armies in order to launch unprecedented DDoS attacks. In this report, we research, analyze, and score the top vendor solutions.
Nov 2017Security & RiskTechRadar: Zero Trust Network Threat Mitigation Technologies, Q4 2017Joseph Blankenship, Chase CunninghamThis TechRadar, the road map document of the security architecture and operations playbook, defines the use cases, business value, and outlook for the technologies that comprise the most important network threat mitigation technologies. This includes core technologies such as next-generation firewalls and automated malware analysis solutions, but it also includes emerging and growth technologies such as breach simulation and security analytics.
Nov 2017CIOCase Study: Gamification In HealthcareKate McCarthyThis case study will highlight an example of a gamification application for healthcare and will identify best practices for patient engagement through gamification.
Nov 2017B2B MarketingMarketing To The Non-Rational B2B Buyer: Successful Examples Of B2B StorytellingLaura RamosPeople hear stories and remember them. Stories are the most effective and fundamental way to connect with your audience. The report looks at B2B marketers who have broken the product chatter mold and embraced the story arc as their main medium for engaging buyers.
Nov 2017eBusiness & Channel StrategyUnderstand The Metrics That Drive Global eCommerce SuccessLily VaronThis report will outline which metrics eBusiness professionals with an existing global business should use to measure themselves and optimize their efforts in new markets.
Nov 2017B2B MarketingIs Outsourcing Demand Generation A Viable Strategy For L2RM?Lori Wizdo, Laura RamosThis report reviews the options B2B CMOs have for working with digital agencies, traditional professional services firms building marketing practices organically or through acquisition, or an emerging set of firms focused primarily on demand generation to determine if these service providers can better help marketing make the pivot from campaign-centric to customer-engaged.
Nov 2017Enterprise ArchitectureVendor Landscape: Professional Services AutomationMargo VisitacionThe professional services industry continues to experience significant growth, with close to 900,000 firms in the US alone. Delivering outstanding customer experiences through the services delivered is central to robust revenue growth. Doing that consistently requires managing opportunity pipelines, effectively scoping and putting the right resources to deliver project-based or process-based services within profitable margins. Historically, this has been a largely manual exercise for all but top tier services firms. The market for professional services automation solutions has seen consolidation at the top end of the market, however, there are a number of flexible options that can address the needs at the midmarket level. This vendor landscape examines the solutions that make up the professional services automation (PSA) market.
Nov 2017B2B MarketingSales Training Approaches, Principals, And Platforms In the Age Of The CustomerMary Shea, Shanta Samlal-FadelleWith a more sophisticated and knowledgeable B2B buyer it is no longer sufficient to simply choose a sales training firm or create a homegrown sales methodology and roll it out to the sales force. More complex buyer and seller dynamics require a layered and blended approach to sales onboarding, training, and reinforcement. The report will highlight new principals, innovative sales development platforms, and best practices for providing your B2B sales force with the knowledge, skills, and confidence to succeed with today’s B2B buyers.
Nov 2017Security & RiskThe State Of Identity And Access Management: 2017 To 2018Merritt Maxim, Andras CserThis report provides a spending and technology adoption benchmark for security and risk (S&R) leaders responsible for developing their organization's identity and access management (IAM) strategy. This data-driven report outlines budgeting and spending, policies and tools in use, technology adoption plans, and other key IAM trends in global enterprise organizations for 2017 to 2018. Understanding these trends and their implications will help S&R executives examine and adjust as necessary their own IAM resource allocation to drive a positive experience with their employees and customers. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Nov 2017Application Development & DeliveryThe Future Of Enterprise MobilityMichael FacemireEnterprise mobility (or B2E mobile experiences) have still not caught up to the excitement that drove them in the early days of mobile. Why is that? Why do most employees only use one to two mobile apps to augment their job, while many companies have spent six or seven figures on mobile development platforms? The need for employee mobile experiences still exist, and they'll finally be met thanks to chat platforms and ubiquitous actionable mobile notifications.
Nov 2017eBusiness & Channel StrategyHighlights From European Online Retail Sales ForecastMichelle BeesonThis report will update last year's European online retail sales forecast, helping eBusiness professionals understand the online shopping customer journey. This report provides highlights from Forrester's latest five-year online retail sales forecast for Western Europe.
Nov 2017eBusiness & Channel StrategyHighlights From European Web-Influenced Retail Sales ForecastMichelle BeesonConsumers expect to interact with one connected retail organization rather than multiple disparate channels. eBusiness professionals must thus create connected continuous customer experiences across all digital touchpoints. Furthermore, they must measure and use the digital assets' value to drive transactions both in-store and online. This report shares highlights from Forrester's latest web-influenced retail sales forecast for Europe, which quantifies and projects the influence of digital touchpoints on overall retail sales, online and offline, in Europe.
Nov 2017Application Development & DeliveryVendor Landscape: Mathematical OptimizationMike GualtieriThis vendor landscape will outline the various mathematical optimization and solver solutions.
Nov 2017Application Development & DeliveryThe Forrester Wave: Product Lifecycle Management, Q4 2017Nate FlemingThe PLM software market is dominated by a select group of vendors who must continue to meet the stringent demands of their legacy customer base while also attempting to build out innovative capabilities for digital-first businesses. This report will assess vendors on their capabilities in both domains, helping clients across a range of verticals and maturity levels to select a PLM software partner.
Nov 2017CIOMegatrends: Six Trends For CIOs To WatchNigel FenwickThis report will look at evolving socio-economic and market forces that shift business and what they will mean for CIOs.
Nov 2017CIOEmbrace The Cloud For Your Business TransformationPaul MillerCIOs who just turn to cloud as a cheaper way to provision virtual machines are doing it wrong. Considered and employed strategically, cloud technologies, cloud mindsets, and cloud-native applications are unbeatable weapons in the arsenal of a CIO who truly wishes to ensure that their company can win, serve, and retain customers. This report looks beyond poster children of the cloud journey like Google or Netflix, to highlight real success stories from the traditional enterprise sector.
Nov 2017eBusiness & Channel StrategyBuild The Digital Banking Road Map You NeedPeter Wannemacher, Aurelie L'HostisDigital business transformation is a multiyear, multidimensional challenge. Traditional wisdom encourages banks to approach such a wholesale change as a big-bang transformation program, but the reality is that too many of these large-scale change programs fail. Digital business strategy executives must champion a new approach that delivers an adaptable, iterative approach to transformational change that can flex to accommodate the ever-moving customer and competitive landscape. This report will be the Road Map chapter in our Digital Banking Strategy playbook.
Nov 2017Security & RiskThe Forrester Wave: Governance, Risk, And Compliance Platforms, Q4 2017Renee MurphyIn Forrester's evaluation of governance, risk, and compliance (GRC) platforms, we identified the most significant platforms in the category and analyzed their offerings. This report details how well each vendor meets our criteria and where they stand in relation to each other, helping risk management professionals select the right technology partner for their GRC program.
Nov 2017B2C MarketingUnderstanding MAD Tech Data Flow And Omnichannel Digital Media BuyingRichard JoyceThis report will attempt to map the flow of data to highlight data black holes, one way streets, and easy wins between martech and ad tech which influences omnichannel digital media buying.
Nov 2017B2C MarketingHow To Build A Contextual Marketing EngineRusty WarnerThis report outlines the operational and technological requirements for a CME and provides implementation advice from B2C marketing professionals across multiple vertical segments.
Nov 2017B2C MarketingGet Customer-Obsessed With Your Content Marketing ProcessesRyan SkinnerTraditional marketing processes implode on contact with content marketing for three reasons: First, the rapid and ongoing publishing cycle strains obsolete production and approval machinery; second, signals from the market — what customers like and dislike — fall unheard in product-driven campaigning; and third, broad and diverse groups of contributors quickly run astray like a flock of cats. To master content marketing, B2C marketing leaders need to adapt their processes to harness and manage many concurrent activities, absorb clear signals from the media habits of customer groups, and maintain balance. Read this report of the content marketing playbook to understand how to engineer effective content marketing processes to be adoptable, open, and customer-obsessed. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Nov 2017B2C MarketingUse Analytics To Gauge Your Content Marketing SuccessRyan SkinnerCreating content that attracts attention and builds customer relationships requires a fundamental shift from writing about products and features to delivering valuable information that addresses consumer interests or drives business results. This report helps marketers compare their current content marketing practices against those with advanced technology and process maturity. It shows how analytic, collaborative, and real-time publishing technologies are paving a new path to content marketing success.
Nov 2017B2C MarketingAd Spending In Niche Channels Spells The End Of Online Advertising As We Know ItSamantha MerlivatThis is an updated version of a previously published report. Forrester reviews it periodically to ensure the data and examples are relevant.
Nov 2017B2C MarketingBuild A Case To Show Social's Value To Marketing And The Entire EnterpriseSamantha NgoThis report guides B2C marketers in crafting a social marketing business case that will not only satisfy their own marketing leadership but also appeal to potential stakeholders in the broader enterprise. This is an update to a previously published report.
Nov 2017B2B MarketingAutomating B2B Sales CoachingSteven WrightSales enablement automation solutions have an untapped ability to help sales management target coaching efforts and increase the value of collaboration by looking at usage, engagement and communications within your organization.
Nov 2017Application Development & DeliveryThe Forrester Wave: Digital Experience Service Providers, Q4 2017Ted SchadlerDigital experiences requires a continuous blend of customer engagement strategy, journey analysis, experience design, front-end development, experience integration, data and content support, and back-end process integration. Firms look to a portfolio of service providers for help. But which kind is best? This report provides an overview of the strengths and weaknesses of different categories of digital experience service providers: management consultancies, digital agencies, systems integrators, and specialty implementers.
Nov 2017Application Development & DeliveryTop 10 Technologies For PersonalizationTed SchadlerWith the breadth of different personalization technologies and approaches, it's time to do a personalization technology TechRadar. This builds on the personalization vendor landscape.
Nov 2017B2C MarketingBrief: The Role Of Mobile In Offline AttributionThomas HussonThis report will describe the role mobile plays in offline attribution.
Nov 2017Customer ExperienceAssess Your Need For A Professional Services ArmTJ KeittAs customer success becomes an important element of good B2B customer experiences, one of the ways businesses ensure success is by building professional services arms. But is this necessary? This report explores how customers perceive the difference between vendor-delivered services and those delivered by third parties.
Dec 2017Enterprise ArchitectureState Of EA 2018: EA On The Road To Digital BusinessAlex CullenAnnually, Forrester surveys enterprise architecture (EA) leaders to understand "the state of EA."
Dec 2017Customer ExperienceJourney Maps -- The Key To Deep Integration Of Your Mobile AppsAmit BhatiaDescription coming soon.
Dec 2017Customer ExperienceExecutive Q&A: Bridging The CX/UX DivideAndrew HoganCustomer experience (CX) and user experience (UX) have similar names and goals but very different approaches. And as yet, there is no standard operating model on how they should work together. While technology brings fast-moving threats from challengers that see digital and CX as fundamentally intertwined, CX and UX pros remain disconnected in many firms and separated by a digital divide. This holds customer experience professionals back from seeing and delivering customer journeys in increasingly digital terms. This report presents a model on how CX pros and UX pros can work together to leverage the best of both disciplines, while preserving their distinct strengths.
Dec 2017CIOMake Continuous Delivery The Leading Edge Of CX Innovation, End-To-EndBobby CameronManaged properly, scrum-based Agile sprints provide the continuous innovation for complex, constantly changing customer experience. This report shows how create and sustain Agile's focus on innovation.
Dec 2017Customer InsightsVendor Landscape: Customer Analytics Technologies And SolutionsBrandon PurcellThis report will be a vendor landscape of the various customer analytics tools, technologies and solutions including AI-enabled technologies to help CI pros understand customer behavior.
Dec 2017eBusiness & Channel StrategyOmnichannel Mastery: Optimize In-Store PickupBrendan WitcherOmnichannel fulfillment capabilities -- that is, the ability to offer the customer cross-channel visibility and ordering options -- have become the standard for leading traditional retailers. Most started the journey by offering customers the ability to order online for in-store pickup, but many retailers now offer ship-to-store, endless aisle, and even reserve online/pickup in store -- all of which could utilize in-store pickup. We reached out to both retailers and consumers to understand what is driving customers to use in-store pickup, what retailers are doing to optimize this service, and to identify best practices around this cross-channel experience. This report examines these elements, how retailers are overcoming challenges that still exist in executing in-store pickup, and steps by which to conduct and track continuous improvement for in-store pickup service over time.
Dec 2017Enterprise ArchitectureVendor Landscape: IoT Software Platforms In APAC, Q4 2017Charlie DaiFollowing the global vendor landscape and Forrester Wave, this report will analyze IoT software platforms in APAC, including IBM, PTC, GE and Microsoft, etc.
Dec 2017Enterprise ArchitecturePrograms, Not Projects: Iterative ECM Deployments Drive Higher Satisfaction LevelsCheryl McKinnonAfter years of tepid satisfaction levels, enterprise architect (EA) professionals are finally seeing improved results for enterprise content management (ECM) deployments. Successful deployments share several common characteristics: deeper engagement with business users, clear governance programs, adoption of more Agile deployment techniques, and use of data and feedback to plan ongoing improvements. This report outlines the approaches EA pros and other technology managers can take to accelerate satisfaction levels for content applications, increase user adoption rates, and position ECM in the broader business technology (BT) agenda. 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 include our most recent research on ECM solutions.
Dec 2017Enterprise ArchitectureSolve Your Top Content Challenges With Modern, Agile ECM ArchitecturesCheryl McKinnonEmployees and customers use content daily to conduct business. Enterprise content management (ECM) is not a single technology; ECM tools help create and share content in line with business goals and corporate policies. This report outlines the key capabilities that define the ECM market and helps enterprise architects align their business requirements with the available technology options. The market has evolved to include a range of vendor approaches, including software-as-a-service offerings, open source platforms, and traditional ECM suites. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. This update reflects current trends in the ECM market.
Dec 2017Customer InsightsOrganize For Digital Intelligence With These Three ModelsCinny LittleThe age of the customer requires customer insights and in-depth knowledge of customer behavior across digital and nondigital channels. Today digital analytics teams that continue to organize around data silos struggle to help their businesses acquire, serve, and retain empowered customers better than the competition. Customer insights (CI) teams, both digital and nondigital, must collaborate and cooperate to reach a full understanding of their customers if they wish to compete and win. Forrester describes a spectrum of digital intelligence ownership models and provides guidance to help firms build effective digital intelligence organizations geared toward the specific needs of your business. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy. This update includes new examples and information from Forrester research and inquiries. This is an update to the Organization module of the Digital Intelligence Playbook, last published in June 2016.
Dec 2017Customer InsightsQ&A: What Global Marketers Need To Know About European Privacy LawsFatemeh KhatiblooIn May of 2018, Europe's General Data Privacy Regulation will go into enforcement mode. Most North American marketers may think they're immune to these laws -- and to their hefty penalties -- but this couldn't be further from the truth. This report will provide a primer on the law and its implications, with specific guidance to any company that has ever sold products or services to a European customer.
Dec 2017Customer InsightsVendor Landscape: Privacy-Support Providers For MarketersFatemeh KhatiblooA multitude of vendors -- from agencies and identity management vendors to certification providers -- provide guidance to firms about customer privacy issues. This report provides an overview of the types of providers best positioned to assist marketing and customer insights (CI) teams as they mature their privacy practices.
Dec 2017Application Development & DeliveryLeverage Customer Success Management For Steady GrowthJohn BrunoBusiness models are rapidly changing to be customer obsessed. B2C companies like Netflix and Dollar Shave Club are driving a transition to a services-based subscription economy, but their B2B brethren are following fast. This shift requires a change in customer engagement that requires a new set of technology capabilities. Read this report to learn how customer success management tools can drive customer retention, enrichment, and loyalty.
Dec 2017Application Development & DeliveryThe Forrester Wave™: Global Public Cloud Platforms For Enterprise Developers, Q4 2017John R. Rymer, Dave BartolettiIn our 34-criteria evaluation of global public cloud platform providers for enterprise developers, we identified the most significant players and researched, analyzed, and scored them. This report shows how each provider measures up to enterprise software development requirements to balance application platforms with infrastructure control in order to help application development and delivery (AD&D) professionals select the right public cloud platform partner.
Dec 2017Application Development & Delivery2018 Customer Service Trends: Operations Become Smarter And More StrategicKate LeggettIn the age of the customer, your customers decide how customer-centric your company is. Customers expect easy, effective, deeply personal service, and this is shaping customer service technology priorities. This report summarizes the top 10 customer service trends for 2017 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.
Dec 2017Application Development & DeliveryNavigate The Future Of CRM In 2018Kate LeggettIn the age of the customer, good customer experiences are the only sources of competitive differentiation. Organizations use customer relationship management (CRM) as a foundational building block in their customer experience strategy. CRM has the potential to transform customer relationships, but companies have only started to tap into the true power of these solutions. This report summarizes the top trends that application development and delivery (AD&D) professionals need to take into account when planning for CRM success in 2017.
Dec 2017CIOHealthcare's ZT Approach To Security And RiskKate McCarthyAn update on Forrester's Zero-Trust approach to healthcare security
Dec 2017Customer ExperienceThe New Face Of User ResearchKelly PriceThis report will explore how shifts in technology, demands for speed, and team structures are changing the role of user research, and explain how firms should be rethinking the role research plays across their larger organization.
Dec 2017B2B MarketingSet Your Content Strategy Around Key B2B Buyer ArchetypesLaura RamosEven for companies with small product portfolios, mapping the buyer's journey can become unwieldy. This report explores how B2B marketers can use Forrester's buying-company archetypes to tune content marketing and thought leadership to their customers' specific needs.
Dec 2017eBusiness & Channel StrategyOptimizing Existing Global eCommerce OperationsLily VaronThis report examines some of the strategies that eBusiness executives employ to optimize and continuously improve their eCommerce globalization efforts.
Dec 2017B2B MarketingMarketing Automation In The Insurance IndustryLori WizdoThis report shows how insurance companies are using automation to become digital and build engaging marketing programs that for direct sales reps and channel partners (agents, dealers, franchise operators, etc.) to inform buyer understanding and communications.
Dec 2017B2B MarketingSupercharge Lead-To-Revenue Management With Research Based Thought LeadershipLori WizdoB2B marketing execs are allocating increasingly large slices of their marketing budgets to research-based thought leadership to attract and engage. But few are leveraging the power of this assess across the entire lead-to-revenue cycle.
Dec 2017B2B MarketingThe Perfect Hand-Off: Strategies To Improve Marketing/Sales AlignmentLori WizdoAlignment with their sales compatriots remains one of the most challenging aspects for marketing leaders looking to optimize their L2R processes. This document will take an in-depth look at marketing and sales collaboration during the later stages of the L2RM process.
Dec 2017Enterprise ArchitectureImprove Benefits Realization With Strategic Portfolio ManagementMargo VisitacionDespite increasing Agile adoption, less than half of all companies consistently measure the actual benefits received from strategic initiatives. Delivering on the customer oriented operating model (COOM) requires firms to establish clear, measurable objectives to provide focus and direction for delivery, but when priorities change quickly, companies can quickly be thrown into chaos. Strategic portfolio management (SPM) practices and tools enable organizations to quickly identify which initiatives will help them achieve objectives, manage dependencies, and analyze the data to validate delivery outcomes.
Dec 2017B2B MarketingFrom Inside To Digital: It's Time To Redefine Inside SalesMary SheaInside Sales roles are growing 15X faster than field sales, yet the legacy branding baggage "Inside Sales" carries with it is un-motivating and implies an antiquated and inaccurate version of linear career progressions. As tools and technologies continue to evolve enabling customer intimacy through remote interactions, more Millennial buyers oversee purchasing decisions and chief sales officers look to wring more efficiencies out of their selling organizations, expect to see the role of the remote seller increase in importance.
Dec 2017eBusiness & Channel StrategyRelationships Between Brands And Retail Partners Must ChangeMichelle BeesonThis report will consider the ways in which brands/manufacturers and their retail partners need to change their working relationships to compete in the face of changing consumer expectations and new technology.
Dec 2017Application Development & DeliveryUse Artificial Intelligence To Improve Video TargetingNick BarberIf a search engine can't see what's happening in a video, then the search results will only be as good as the metadata that the video producer included. And sometimes that's not much. If you apply machine learning and artificial intelligence to see what's happening inside of videos, it would mean better categorization of millions of hours of video. This report will help application development and delivery professionals understand how to capture video metadata and how to apply it to deliver the right video to the right customer.
Dec 2017eBusiness & Channel StrategyPlan Your Digital Insurance EvolutionOliwia Berdak, Ellen CarneyDigital business transformation is a multiyear, multidimensional challenge. Traditional wisdom encourages insurance companies to approach such a wholesale change as a big-bang transformation program, but the reality is that too many of these large-scale change programs fail. Digital business strategy executives must champion a new tactic -- one that delivers an adaptable, iterative approach to transformational change that can flex to accommodate the ever-moving customer and competitive landscape. This report will be the Road Map chapter in Forrester's Digital Insurance Strategy playbook.
Dec 2017eBusiness & Channel StrategyRefine Your Digital Insurance ObjectivesOliwia Berdak, Ellen CarneyThe digital insurance landscape is in constant flux, and in today's fast-moving business environment, it's vital that your strategic plan be just as dynamic as your customers and your competitors. This report will outline some of the critical aspects of your strategic plan, and highlights some of the key deliverables that will help get your firm into action. This report will be the Strategic Plan chapter in Forrester's Digital Insurance Strategy playbook.
Dec 2017CIOTaking The Pulse Of Europe's CloudPaul MillerThis report looks back over trends and shifts in the European cloud market over the past 12 months, and looks ahead to the things likely to matter for Europe's CIOs in 2018.
Dec 2017eBusiness & Channel StrategyJustify Investment In Digital BankingPeter Wannemacher, Aurelie L'HostisBanks are investing hundreds of millions of dollars in the wholesale transformation of their customer experience, organization structures, processes, technology platforms, and measurement structures in order to achieve a new level of customer centricity and agility. This report will outline how to justify digital business investment; it will also share examples of the results that banks are seeing. This report will be the Business Case chapter in our Digital Banking Strategy playbook.
Dec 2017Application Development & DeliveryA Developer's Guide To Forrester's Integration ResearchRandy HeffnerForrester has a sprawling body of research, advice, and best practices on software and application integration -- covering tools, processes, and service providers. This report pulls it all together.
Dec 2017Customer ExperienceMarket Overview: Experience Design Companies In China, 2017Riccardo PastoThe experience design provider landscape has changed dramatically in a short time in China. This report examines today's provider landscape and offers guidance to help customer experience (CX) professionals assess the right experience design partner for their goals.
Dec 2017Customer ExperienceThe State Of CX Management Maturity In China, 2017Riccardo PastoFirms in China are increasingly focusing more effort, more resources, and more investments on customer experience (CX). How can you ensure these efforts pay off? What are the best practices for managing CX within organizations? Forrester's CX management (CXM) maturity model lays out a robust framework to answer these questions. Using this framework as both a lens and a guide, this report looks at the state of CXM maturity in India and recommends how CX pros at Indian firms can make their CX efforts more effective.
Dec 2017Infrastructure & OperationsVendor Landscape: High-Performance BT InfrastructureRichard FicheraVarious infrastructure technologies contribute high performance capabilities to the BT agenda. This report outlines the key technologies and the vendors that supply them.
Dec 2017B2C MarketingCreate An Omnichannel Digital Media Buying Practice For Entitled CustomersRichard JoyceThis is a planned update for the Executive Overview of the Digital Media Buying Playbook.
Dec 2017B2C MarketingPutting Device Recognition Methods To Work In Omnichannel Digital Media BuyingRichard JoyceThis report will highlight best practices in leveraging single-device recognition methods and cross-device recognition methods for targeting and measurement in omnichannel digital media buying.
Dec 2017B2C MarketingHow To Re-Energize Your Branded ContentRyan SkinnerThe bar for content quality — whether it's from a brand or a publisher — is continually rising. Marketers' best and only real route to nailing customers' expectations is to embrace an iterative process of test and learn. Marketers should not ask themselves if they need to improve their content marketing strategies, but rather how to improve them. This report introduces B2C marketers to a number of key dimensions of improvement for content marketing and the specific triggers that inform them. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Dec 2017B2C MarketingMeasurement Powers Content Marketing SuccessRyan Skinner, Erna Alfred LiousasHow is content influencing audiences? Is your brand forging the basis of better long-term and more efficient relationships with existing and future customers? And how is all of this activity contributing to the business' success? These hard questions demand both analytical acumen and sound strategic judgment from marketers. Read this report to determine the value of your content, including how to measure if it changes customers' attitudes toward your brand and ultimately drives positive business outcomes. This is an update of a previously published report "Measure Content Marketing For Success." Forrester reviews and updates it periodically for continued relevance and accuracy; we revised this edition to factor in new strategies, examples, and data.
Dec 2017Customer ExperienceBuild A Culture Of Customer UnderstandingSamuel Stern, Kelly PriceThe most advanced version of a customer-centric culture is an organization with a deep affinity for customer understanding methods and data that is socialized and consumed across roles and responsibilities. These firms train employees to go beyond interpreting data at face value by fostering a deep understanding about aspects of customers' behavior, and decision-making processes that at face value might seem counter-intuitive. The combination of a robust research practice and research-driven mindset empowers employees to better understand customers? behaviors and context, allowing employees to make decisions that proactively deliver a superior customer experience.
Dec 2017B2B MarketingBreakout Vendors: Virtual Assistants And ChatbotsSteven CaseyVirtual assistants and chatbots are beginning to transform B2B buyers’ engagement by providing a conversational interface for nurturing prospects and enabling self-directed buyers to find the content that they seek -- without an overt sales pitch. Within three to five years, the adoption of VAs and chatbots will reach mainstream status as the underlying AI and voice recognition technologies improve, the creepiness factor decreases with users’ familiarity, and prices drop.
Dec 2017CIOIoT Is Coming Of Age In Asia Pacific And CIOs Need To Get On BoardTim SheedyWhat will IoT bring to businesses that are making the digital journey, why should CIOs care about IoT and why should they embrace it?
Dec 2017Customer ExperienceHow To Create A High-Quality Experience While Transitioning From Products To ServicesTJ KeittMany B2B companies are in the process of building new services either to supplement their existing products (e.g., providing access to specific types of data) or as a replacement for those products (e.g., transitioning to SaaS). Doing so requires deep changes to how the business operates and interacts with its CX ecosystem. So, how do CX professionals help their businesses make this transition in a way that doesn't degrade the customer experience? This report examines how B2B firms are making this change to provide B2B CX pros tips and tricks to make their company's transition as smooth as possible.
Dec 2017B2C MarketingBenchmark Social Marketing Efforts In APAC: 2017Xiaofeng WangThis is a report that benchmarks marketers' social marketing efforts in Asia Pacific in 2017.
Jan 2018eBusiness & Channel StrategyAnalyze This: Web Style Analytics Enters The Retail StoreAnanda ChakravartyeBusiness leaders have a lot to offer retail store executives as they embark on injecting digital commerce technology into the physical store. Retail stores have been living in the analytical "dark ages" in comparison to digital channels, relegated to measurement techniques that rarely take into account customer behavior. However, advances in location-based analytics technologies are transforming how retailers win, serve, and retain customers within the physical store. This report will shed light on key metrics that retail store analytics will unleash and on how retailers should leverage these metrics to transform their physical stores.
Jan 2018eBusiness & Channel StrategyDriving Customer Engagement With B2B Ratings And ReviewsAndy HoarFew B2B companies doubt the value of having ratings and reviews on their websites. But developing and offering any feature comes with a price. This report shows how B2B eBusiness professionals can use best practices and proven methodologies to determine under what conditions ratings and reviews are right for their companies and how to implement them successfully. This is an update to the report published in December 2014 and includes new data and customer examples.
Jan 2018Enterprise ArchitectureStretch Your Data Management CapabilitiesBrian HopkinsFirms face an enormous data management challenge: how to act on data and insights to service increasingly powerful customers and out-maneuver disruptive competitors. Architects once had time to plan methodically, but those days are quickly fading as the pace of business change accelerates. The only answer is continuous improvement that stretches data capabilities in an "insights-first" strategy. This report provides advice for enterprise and data architects to help them systematically improve their data management capabilities in order to turn data into insights. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We have updated it to reflect our current focus on insights to action.
Jan 2018CIOChina Tech Market Outlook, 2018 To 2019Charlie DaiThis is the tech market outlook for China, including BT investment and major trends.
Jan 2018Judging the Value of an Application PortfolioChristopher Mines
Jan 2018Enterprise ArchitectureThe Forrester Wave: Cloud-Based Dynamic Case Management, Q1 2018Craig Le ClairDescription coming soon.
Jan 2018B2C MarketingThe Mechanics Of TrustFatemeh KhatiblooIn today's always-on, post-digital world, consumers are skeptical of even their favorite brands, so marketers' old methods of building trust simply don't work anymore. This report outlines a modern, three-pronged approach to earning and keeping customer trust.
Jan 2018Application Development & DeliveryIntegrate Social Data Into Core Processed Driving Forecasting Allocation Assortment PlanningGeorge LawrieRetailers have talked for years about social data highlighting trends and CPGs have used technologies like Facebook to substitute for in person panels. But what opportunities do AD&D professionals have to bind such approaches into the fabric of their firms' applications portfolios?
Jan 2018Enterprise ArchitectureBusiness Capabilities For InsuranceGordon BarnettThis report will highlight the key business capabilities identified by business architects in Forrester clients in the insurance sector.
Jan 2018Application Development & DeliveryImproving Application CapabilitiesJeffrey S. Hammond, Diego Lo GiudiceThe continuous improvement report in the ADSSS playbook will outline methods for testing and improving software "in production."
Jan 2018B2C MarketingThe Forrester Wave: Enterprise Marketing Software Suites, Q1 2018Joe StanhopeUpdated EMSS Wave based on next generation tenets and martech/adtech convergence requirements.
Jan 2018Application Development & DeliveryManage The Performance Of Your Apps PortfolioJohn R. RymerMonitoring and tuning performance of an entire portfolio of applications is a new challenge for AD&D leaders. This report will examine the best practices of AD&D leaders.
Jan 2018Application Development & DeliveryThe Forrester Wave: Public Cloud PaaS For Enterprise Developers, Q1 2018John R. RymerThis report will update our evaluation of the leading public cloud-based platforms for enterprise software developers.
Jan 2018CIOVendor Landscape: Professional Services For Healthcare OrganizationsKate McCarthyThis vendor landscape will examine the services that professional services firms offer healthcare organizations, including analytics, digital, and cloud implementations.
Jan 2018B2B MarketingB2B Agencies That Treat Business Buyers Like HumansLaura Ramos, Sarah SikowitzThe brief will provide an up-to-date look into how specific agencies are helping B2B marketers evolve their marketing strategy with a focus on customer experience and obsession.
Jan 2018B2B MarketingCreating A Performance Dashboard For L2RMLori WizdoWhile management and peer perception of marketing has improved as marketing has stepped up to revenue performance measures, the perception of the performance (and value) of the marketing team is lower than it should be because lead-to-revenue management programs (even brilliant ones) can only "move the revenue needle" so much. This report identifies the key metrics that should be showcased on the B2B marketing dashboard to ensure that marketing is seen as a driver of holistic growth -- not the supplier of leads to the load bearing Salesforce.
Jan 2018Application Development & DeliveryThe Integration Imperative Of Digital ExperiencesMark GrannanCustomers demand consistent and contextual experiences, yet digital experience (DX) strategies, teams, and technologies often reinforce silos across a customer's journey. Application development and delivery (AD&D) professionals must integrate these silos, make integration core to their experience platform strategy, and collaborate with marketing and business colleagues to build a shared vision for DX technologies -- all while keeping pace with the demand for net-new experiences including integration points. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Jan 2018B2B MarketingThe B2B Sales Leader's Digital RebootMary Shea, Jacob MilenderToday's business buyers demand higher quality interactions from their sales people; more personalized engagement with marketing; and a connected and holistic experience from both. As B2B consultant sellers embed themselves into their clients' business and marketers increase their impact deeper into the buyer lifecycle sales leaders must also embrace significant changes. Building on the four sales archetypes framework, this report categorizes typical attributes and characteristics of sales leaders and identifies new skills, talents and processes modern B2B sales leaders must adopt in order to lead successfully in this environment.
Jan 2018Customer ExperienceDrive Revenue With Great Customer Experiences, 2018Maxie Schmidt-Subramanian  Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. This report shows the revenue potential from improving CX for 13 of the industries we cover in Forrester's Customer Experience Index (CX Index). CX pros can use this data to make the case for investing in customer experience.
Jan 2018Infrastructure & OperationsThe Forrester Wave: Public Cloud Providers In India, Q1 2018Naveen ChhabraThis is a comprehensive assessment of public cloud service providers in the APAC market.
Jan 2018Application Development & DeliveryEnterprises’ Video Requirements Rival Those Of BroadcastersNick BarberSeasoned investors and high net worth clients can save time and money by video chatting with their financial advisors. Novices can benefit from educational and training videos. This report for application development and delivery professionals details in which video technologies the financial services industry should invest and how they should deploy those technologies to enhance the customer experience.
Jan 2018Customer ExperienceWays Publicly Traded Companies Can Stay Focused On CXRick ParrishIt's no surprise that there are few publicly traded companies at the top of Forrester's Customer Experience Index (CX Index). Beyond the usual internal barriers to great CX -- like obsolete organizations, cultures, and partnerships -- publicly held companies must also contend with stockholders who don't understand the real business value of a focus on the customer experience. This report offers several specific strategies that senior CX professionals can use to convince investors to support the company's CX transformation.
Jan 2018Application Development & DeliveryThe Forrester Wave: Conversational Computing Platforms, Q1 2018Rob KoplowitzConversational computing (often referred to as chatbots) represents a new type of computer/human interaction. Platforms are emerging to support these types of interactions. Offerings from Amazon, Facebook, Google, IBM, and Microsoft aim to provide tools to developers to build these type of applications as well as embed them in existing applications. These offerings have capabilities to capture and translate voice to text and back, provide capabilities for natural language processing and understanding, natural language classification, visual recognition, tone analysis, and others. This Forrester Wave will provide objective comparison of the dominant vendors in the space.
Jan 2018B2C MarketingThe Forrester Wave: Cross-Channel Campaign Management, Q1 2018Rusty WarnerThis is an update to the Forrester CCCM Wave published in Q2 2016.
Jan 2018B2C MarketingNarrative As An Element Of Experience DesignRyan SkinnerExperience designers need to take into account the underlying narrative of the experiences they're creating. What stories and narratives are customers thinking about when they come to a store, to the website, in opening a mail, etc. This report gives experience designers the tool to incorporate narrative in their experiences.
Jan 2018Security & RiskLessons Learned From The World's Biggest Data Breaches And Privacy Abuses, 2017Stephanie BalaourasBreaking news of a massive customer breach or blatant privacy abuse dominates the headlines for days. However, months and even years later, affected customers still struggle with the aftermath and firms are still absorbing the costs. By reflecting on these incidents, we glean long-term lessons that help security and risk (S&R) pros improve their firm's overall security posture, its breach response, and its appreciation of privacy law and customer trust. To do this, each year we select and analyze notable incidents from the past 12 months to provide these critical lessons.
Jan 2018B2B MarketingVendor Landscape: B2B Social Media MarketingSteven CaseyThis report examines the current landscape of technology solutions available to help B2B markters design, execute, and manage their social media marketing programs.
Jan 2018Customer ExperienceWin Your Share Of The Next Billion Customers With Customer Diversity And InclusionTom ChampionThis is a how-to guide on what commercial organizations can do to embrace customer diversity and inclusion to win in new markets and capture their most disengaged customers.
Jan 2018B2C MarketingIt's Time To Rethink Your Loyalty Strategy In Asia PacificXiaofeng WangThis is a report that shows the possibilities of digital technologies transform the offline shopping experiences for shopping malls.
Feb 2018B2C MarketingBreakout Vendors To Consider In The Loyalty MarketEmily CollinsThis report will explore breakout vendors in the loyalty space.
Feb 2018eBusiness & Channel StrategyBuild: How To Launch A Digital Financial Services SubsidiaryOliwia BerdakTo compete with digital disruptors, many financial services firms are launching digital subsidiaries. They are hoping that a separate brand and structure will enable them to serve empowered customers better and innovate faster. But launching a new proposition requires a big commitment and is likely to absorb several hundred people, millions of dollars, and months of work. How can digital executives help their firms in this journey?
Feb 2018eBusiness & Channel StrategyBuy: Venture Funds Are A Costly Source Of InnovationOliwia BerdakThis research will explore the advantages and disadvantages for established financial services firms of using venture funds as a source of digital innovation.
Feb 2018B2C MarketingThe State Of Native Advertising UpdatedSusan BidelIn October 2013, Forrester published Native Advertising: Handle With Care. This new report will take a look at developments since that time, including which publishers are doing it well, how it contributes to their overall revenue, how much it costs to execute, and is programmatic native really possible.
Mar 2018Customer ExperienceBest Of Government Site Experiences, 2018Andrew Hogan, Rick Parrish This report will evaluate the landscape of government sites, highlighting the top performers as well as the laggards.  
Mar 2018B2C MarketingThe Best And Worst Of Paid Search, 2018Collin ColburnForrester applies its search marketing review methodology to paid search ads from a variety of industries in order to create performance benchmarks for marketers.
Mar 2018Enterprise ArchitectureReference Business Capability Map For BankingGordon BarnettMany enterprise architects are making an assumption that industry business capability models are a quick fix. This report highlights how the banking industry capability model fails to meet the needs of banking enterprise architects.
Mar 2018Enterprise ArchitectureThe Forrester Wave: Insurance Core Systems, Q1 2018Gordon BarnettThis Forrester Wave will comprise the 10 leading core system providers in the insurance sector.
Mar 2018B2C MarketingThe Forrester Wave: Marketing Measurement And Optimization Solutions, Q1 2018Jim NailIn this Forrester Wave, we will evaluate the most significant providers of marketing measurement and optimization and will research, analyze, and score their capabilities. This report will show how each provider measures up and will help B2C marketing professionals make the right choice for their firms.
Mar 2018Application Development & DeliveryVideo Drives Customer Experiences For Financial Services FirmsNick BarberFirms must serve video contextually to customers at different stages of the customer journey. Modern online video platforms (OVPs) integrate with other enterprise applications like customer relationship management and marketing automation platforms to deliver the right video to the right person at the right time. This report will outline what AD&D pros need to know about how to technically support serving video at different stages of the customer life cycle.
Mar 2018Application Development & DeliveryDesigning Advanced MicroservicesRandy HeffnerThis report will follow up on our series of reports about microservice architecture, addressing the most important questions about their design and governance.
Mar 2018B2C MarketingRedefining Your Advertising Real Estate For Postdigital MarketingRichard JoyceThis report will show marketers how digital ad spaces can be used for much more than they are today. Tomorrow's ad spaces, while still delivered programmatically, will engage customers along the customer life cycle by being human, helpful, and handy.
Mar 2018B2B MarketingThe Intersection Of Organization And Technology For Sales EnablementSteven WrightFinding the right organization and the right tools are inter-related. Using your sales enablement charter as a guide, and with advice from practitioners, understanding how you are organized can help or hinder your sales enablement automation investment.
Apr 2018Infrastructure & OperationsCustomer Engagement Networks In ManufacturingAndre KindnessManufacturers across the globe are investing significant resources and cash to adapt production and meet the realities of digital disruption. The breakneck pace of technological innovation means manufacturers are inundated with promising opportunities to revolutionize just-in-time manufacturing, process acceleration, and supply-chain optimization.
Apr 2018eBusiness & Channel StrategyThe Personalization 2.0 Maturity ModelBrendan WitcherPersonalization 2.0 is not an upgrade of personalization based on segmentation, but rather a new approach of personalization based on individualization. To deliver it, firms must take a different approach to digital strategy, investing in new technologies and embedding digital capabilities across every touchpoint in the customer journey. For many firms, this means fundamentally tranforming their technology platforms, their digital strategies for engaging customers, and their approach to measuring success. But as a digital business leader, where do you start? How do you plan your digital business transformation, what are some best practices to apply and pitfalls to avoid, and how do you know where to focus your efforts? This report plots your organizational maturity and helps guide your actions to elevate your capabilities in delivering this next generation of personalization.
Apr 2018Enterprise ArchitectureDesign-Minded EnterprisesGordon BarnettThis report will introduce the tools and techniques that enterprise architects se to influence business design.
Apr 2018Enterprise ArchitectureThe Forrester Wave: Master Data Management, Q2 2018Henry PeyretThis report details our findings about how well MDM vendors fulfill our criteria, and where they stand in relation to each other, to help enterprise architecture (EA) pros select the right partner for their MDM needs.
Apr 2018B2B MarketingThe World-Class LaunchLori WizdoOne of the fundamental activities of B2B marketers is launching new products for the first time, with brand new positioning, into new markets. This document will provide a checklist for a world-class launch, addressing such topics as market segment positioning, go-to-customer strategy development, tactical marketing plan development, and sales enablement strategy.
Apr 2018Application Development & DeliveryThe Forrester Wave: Digital Asset Management For Customer Experience, Q2 2018Nick BarberDigital Asset Management (DAM) is a key component of the enterprise marketing stack because it supports upstream creative workflows and downstream delivery technologies. As video, images, and other rich media become key to brands' success, DAM will become even more important. This Forrester Wave will evaluate the top DAM vendors in the market.
Apr 2018B2C MarketingCompelling Digital StorefrontsRyan SkinnerDigital businesses need to do more than pop some product listings into a website to attract, interest, and sell to customers. This report explores best practices in conceiving and building compelling digital storefronts.
Apr 2018B2C MarketingIn-App AdvertisingSamantha MerlivatThis report will explore the solutions for in-app advertising. What should marketers be aware when buying in-app advertising? How should they approach it differently? What are the rules that apply in terms of planning and creative strategy?
Apr 2018B2C MarketingThe Hidden Value Of EmailShar VanBoskirkThis report will highlight how to build a business case for email.
May 2018Enterprise ArchitectureExplore Content Analytics For A Smoother M&A ExperienceCheryl McKinnonSuccessful companies undergoing divestitures, mergers, or acquisitions minimize business disruption by thinking about their information assets in advance. This report highlights the business scenarios that demand an accurate information inventory.
May 2018B2C MarketingBuilding A MarTech StackJoe StanhopeThis document will analyze martech buying patterns to identify what and how many tools organizations invest in, who uses them, and which tools work well together.
May 2018Enterprise ArchitectureThe Forrester Wave: NoSQLNoel YuhannaIn Forrester's evaluation of NoSQL vendors, we identify, research, analyze, and score the vendors who deliver software solutions in this category. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help enterprise architectural professionals select the right solution for their NoSQL needs.
May 2018B2C MarketingVendor Landscape: Content ServicesRyan SkinnerThis report is an overview of the vendors that provide content strategy, content creation, content production, and content distribution services.
May 2018B2B MarketingThe Forrester Wave: ABM Platforms, Q2 2018Steven CaseyIn this report, we evaluate the competing claims and definitions offered by the wide range of ABM platform vendors to help B2B marketers make investment decisions that match their specific customer-centric engagement strategies.
May 2018B2C MarketingMarketers And Publishers Collaborate On Second-Party DataSusan BidelMany marketers either don't have first-party data,or the scale of their data is insufficient for their needs. When they partner with publishers and share their data, both parties win. This report will explore who's been doing it and how they've benefited from it, and will offer best practices for executing second-party data deals.
Jun 2018Enterprise ArchitectureService Models In The Age Of The CustomerGordon BarnettThis report focuses on the evolving architecture of business services in customer-obsessed organizations.
Jun 2018B2C MarketingBreakout Vendors: Enterprise Marketing Software SuitesJoe StanhopeThis document will identify non-Wave vendors that provide valid options for delivering EMSS endpoint functionality and Enterprise Marketing Core capabilities.
Jul 2018B2C MarketingEnterprise Marketing Software Suites For RetailJoe StanhopeThis document will outline EMSS case studies and best practices for retail/eCommerce organizations.
Jul 2018B2B MarketingOptimizing Your Website For L2RMLori WizdoSeventy-five percent (75%) of B2B buyers tell us that they conduct 50% or more of their research online. And guess what – vendor websites are one of the primary sources of influence for B2B buyers in all stages of the buyer journey. Sadly, too many B2B marketers have grown accustomed to thinking of their websites as a collection of linked pages that present their company's compendium of offerings and value propositions. But, all too often the website experience is more comprehensive than compelling. The experience is downright dangerous when you consider that virtually all multichannel touches aim to drive your potential customers to your website. Is your website designed to drive conversions? Is your website designed to deliver relevant content, messages, experiences, products, and offers? This document will present a 10 point checklist that B2B marketers can use to evaluate their website’s support for thelr L2RM process.
Jul 2018B2C MarketingMachine Learning-As-A-Service And The Rise Of The BrandgorithmRichard JoyceThis report will explore how marketers are working with vendors to help customize machine learning algorithms for their specific advertising needs.
Aug 2018eBusiness & Channel StrategyBig Analytics: Building One View Of The CustomerBrendan Witcher  The identity of the customer is a critical element for enabling Personalization 2.0 capabilities, true contextual marketing, and seamless customer engagement. This report focuses on how eBusiness professionals must use technology to prioritize and capture single view of the customer across screens and channels.
Aug 2018B2C MarketingEnterprise Marketing Software Suites For Financial ServicesJoe StanhopeThis document will outline EMSS case studies and best practices for financial services organizations.
Sep 2018eBusiness & Channel StrategyBest Practices In O2O EngagementBrendan WitcherThis report will feature global retailers that are employing best practices in O2O engagement.
Nov 2018eBusiness & Channel StrategyHow To Transform Your Retail StoreAnanda ChakravartyToday's customers look for and buy experiences, not simply products. Digital technology offers a toolkit for retailers to engage customers with new and enhanced experiences. At the same time, digital technologies are transforming retail store operations, allowing stores and store associates to operate more efficiently and with greater flexibility. This playbook instructs eBusiness professionals on how to transform their stores to enhance the digital customer experience while also driving agility, efficiency, and cost effectiveness through digital operational excellence. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
Dec 2018B2C MarketingThe State Of Digital Marketing Measurement In Asia PacificXiaofeng WangThis report introduces one-to-moment marketing and how marketers are doing it in the region.