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  • Report Capitalize On SaaS CRM Solutions With Better Governance

    Organization: The CRM Playbook
    March 12, 2021 | Kate Leggett

    Firms increasingly adopt software-as-a-service (SaaS) CRM solutions, but few have adapted their governance processes and policies to get maximum value from those solutions. The move to the cloud...

  • Report Build An Outside-In Contact Center Roadmap

    Roadmap: The Contact Centers For Customer Service Playbook
    December 31, 2020 | Art Schoeller

    In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX)...

  • Report Digital Transformation Requires Development Transformation

    Vision: The Modern Application Delivery Playbook

    Most IT organizations don't have the right operational models to develop and deliver great digital experiences. This report makes a case that digital and software development leaders should take a...

  • Report Collaboration Success Hinges On Effective Change Management

    Continuous Improvement: The Enterprise Collaboration Playbook
    June 19, 2020 | Art Schoeller

    For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

  • Report When And How To Modernize Core Applications Using Low-Code Platforms

    Enterprises Are Extending The Value Of Low-Code Development
    June 10, 2020 | John Bratincevic, John Rymer

    Application development and delivery (AD&D) pros using low-code development platforms are starting to tackle large, complex mission-critical (core) applications. As they do, they're learning...

  • Report Developer Adoption Of Front-End Frameworks: Angular Leads, But React And Vue Gain

    As Front-End Frameworks Mature, A Potential New Leader Emerges
    May 8, 2020 | Jeffrey Hammond

    It's practically a development trope: Don't like the front-end framework your developers use? Wait six months, and it will change. But developer adoption data over the past three years shows that...

  • Report The Top Five Best Practices For RPA In Customer Service

    How To Drive Great Agent And Customer Experiences With RPA
    April 6, 2020 | Kate Leggett

    Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence,...

  • Report Microservice Application Platforms Need A New Type Of Reference Architecture

    The Unique Needs Of Each Business Domain Call For Custom Cloud-Native Application Platforms
    March 6, 2020 | Randy Heffner

    In these early days for microservices, it's clear that they face a long road to maturity: Only 13% of microservices users say they have production-proven platforms. Enterprises need microservice...

  • Report Plan Your Microservice Application Platforms Using A New Structure For A New Era

    Java Is A Useful Point Of Contrast For Future Cloud-Native Application Platforms
    February 11, 2020 | Randy Heffner

    While enterprise developers increasingly adopt microservices, maturity will be a long time in coming. For mainstream developers to build high-end solutions with microservices, enterprises need...

  • Report Microsoft Is About To Shake Up Low-Code Platforms

    Determine Power Apps' Place In Your App Dev Strategy Now
    December 3, 2019 | Rob Koplowitz, John Rymer

    The low-code development market is red hot as enterprises seek new ways to build more software more quickly. About 100 vendors are jockeying for dominance, but a new sheriff just came to town....

  • Report Distributed Apps Demand That AD&D Blends Integration Into Development

    New Challenges In Development Talent And Strategy
    October 24, 2019 | John Rymer

    Modern business applications require integration that's built in, not bolted on. Why? Modern software architectures are more distributed and diverse than ever, relying on integration at their core....

  • Report Serverless Development Best Practices

    Developers Better Serve The Business With A Serverless Approach — When They Adopt Three New Practices
    October 2, 2019 | Jeffrey Hammond, John Rymer

    Serverless is a hot topic among application development and delivery (AD&D) pros building in the cloud. Why? Serverless lets developers focus on what the business cares about — their code — rather...

  • Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    September 25, 2019 | Art Schoeller

    As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

  • Report Developer Engagement Best Practices

    How Vendors Drive Software Adoption By Engaging With Developers
    September 13, 2019 | Jeffrey Hammond

    Enterprise software companies traditionally focus on selling new products to technical management and business leaders, but influential developers offer another channel for adoption. Engaging...

  • Report The Spotify Approach In Banking: Don't Copy It; Adapt It

    How To Scale Agile By Cherry-Picking From The Spotify Approach
    September 6, 2019 | Diego Lo Giudice, Oliwia Berdak

    Born-digital firms have embraced next-generation organizational structures. The Spotify approach in particular is hogging the limelight. But what works in lean digital businesses might not be...

  • Report Agile Organizations Need Modern Governance Structures

    People: The Agile Software Leadership Playbook
    August 23, 2019 | Margo Visitacion

    Responding to demand for high-quality customer experience, firms have adopted Agile to innovate. When these digital initiatives scale, however, any enterprise program management maturity they lack...

  • Report Embrace Decentralized Decision Making, But Keep Planning Holistic

    Processes: The Agile Software Leadership Playbook
    August 23, 2019 | Margo Visitacion

    For a few years now, enterprise decision makers have most often listed improving customer experience (CX), growing revenue, or reducing costs as their top priority. Changing customer demands mean...