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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    March 3, 2021 | Kate Leggett

    CRM initiatives must not only be technically sound but must also answer the question, "What will we get for our money?" This report describes how application development and delivery (AD&D)...

  • Report Omnichannel Advertising Delivers Positive ROI

    Business Case: The Omnichannel Advertising Playbook
    January 27, 2021 | Joanna O'Connell, Corey McNair

    Marketing professionals struggle to articulate the value of an omnichannel approach to advertising because of the level of commitment required and the difficulty directly attributing financial...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • Report Quantifying The Business Value Of SaaS DOP Investments

    Business Case: The Digital Operations Platforms Playbook
    December 30, 2020 | Liz Herbert, Adam Schlegel

    As firms look to replace old legacy enterprise resource planning (ERP) solutions with modern digital operations platforms (DOPs) to drive business agility and customer outcomes, they're...

  • Report The ROI Of Privacy

    Business Case: The Customer Trust And Privacy Playbook
    November 30, 2020 | Fatemeh Khatibloo, Reggie Lau

    Organizations have traditionally focused investment and resources on preventing data breaches, but consumers are growing more aware of privacy breaches and creepy experiences. B2C marketers must...

  • Report Model The ROI Of Enterprise Marketing Technology Investments

    Business Case: The Enterprise Marketing Technology Playbook
    November 20, 2020 | Rusty Warner, Stephen Odell, Jennifer Adams

    Enterprise marketing technology (martech) promises to enable better customer experience, improve marketing performance, and boost efficiency. This report helps B2C marketing professionals make a...

  • Report The ROI Of Design Thinking: Part 2, How To Calculate

    Find Your Organization's ROI Using Forrester's Total Economic Impact Methodology
    July 15, 2020 | Benjamin Brown, Sam Karpinski

    In part 1 of this two-part series on the ROI of design thinking, Forrester found that three-quarters of projects can return double their investment (or more) in design thinking — with a median...

  • Report The ROI Of Loyalty Programs

    Business Case: The Customer Loyalty Playbook
    March 5, 2020 | Emily Collins, Reggie Lau

    Loyalty programs help companies identify and collect rich data about their best customers to reward, recognize, and retain them. This report helps B2C marketing professionals make the case for...

  • Report Build The Business Case For GRC

    Business Case: The Governance, Risk, And Compliance Playbook
    January 7, 2020 | Alla Valente, Renee Murphy

    The business case for governance, risk management, and compliance (GRC) efforts too often relies on the fear of costly events or regulatory action. This report helps GRC leaders elevate the...

  • Report Forrester Infographic: The ROI Of Design Thinking

    Costs, Benefits, And Where They Come From
    November 20, 2019 | Benjamin Brown, Ryan Hart

    As practitioners struggle to quantify and articulate the business impact of design thinking, organizations are challenged with scaling and funding design thinking in a meaningful way. The purpose...

  • Report The ROI Of EX

    Where EX Is Quantifiable And Not Just An Add-On
    September 3, 2019 | Samuel Stern, Andrew Hewitt, Adam Schlegel

    EX is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rates, pervasive AI/automation, and workplaces beset by multiple transformation...