Advanced Search

Save Or Share This Report

For Application Development & Delivery Professionals

Systems Of Automation Will Enrich Customer Engagement

Modern Applications Need Operational Context

February 27, 2014

Why Read This Report

How will companies use modern applications to enrich customer engagements? In short, by exploiting context. Creating customer context means aggregating information from mobile devices, tapping information stored in systems of record, and, increasingly, analyzing operational data generated by connected products or physical infrastructure. This report examines the new development dimensions introduced by these systems of automation and how they relate to systems of record and engagement. Integrating operational context from connected products will prove challenging for traditional IT development shops, as it requires new technologies, architectural topologies, and skills. Here are the new services, protocols, frameworks, and hardware that development shops should track as they prepare to tap connected products for the operational context that will become an important source of differentiated customer value.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • The Age Of The Customer Demands A 3D Modern Application Response
  • SOA Architecture And Deployment Vary By Application

  • Get Ready To Integrate Systems Of Automation Into Modern Apps

  • Operational Context Is The Secret Ingredient In Customer Engagement
  • Related Research Documents

Recommended Research