Search Results

• Report Deploy These Three Change Agent Personas To Drive More Decision-Making From Data

  Intermediate Level: People Practices For Insights-Driven Businesses

  February 26, 2021 | Cinny Little

  Customer insights (CI) pros, along with all business and operations areas, struggle to drive more decision-making that matters from data and insights. To remain competitive, firms must accelerate...

• Report Evolve Data And Analytics Roles And Skills For The Adaptive Enterprise

  Advanced Level: People Practices For Insights-Driven Businesses

  February 26, 2021 | Boris Evelson, Cinny Little

  Insights-driven businesses (IDBs) must continuously build and improve on five competencies: strategy, people, process, data, and technology. Weaknesses and gaps in any one of the competencies —...

• Report How To Establish A CX Measurement Program

  Beginner Level: Measurement Practices For CX Transformation

  February 25, 2021 | Faith Adams, Maxie Schmidt-Subramanian

  Customer experience (CX) transformation requires companies to quantify experience quality and its link to the organization's overall metrics. To do this, CX leaders must establish robust...

• Report Elevate And Scale Your CX Measurement Program

  Intermediate Level: Measurement Practices For CX Transformation

  February 25, 2021 | Maxie Schmidt-Subramanian

  Once customer experience (CX) pros have established a program for measuring CX in one area of their organization, they are ready to move the measurement program to the intermediate level. This...

• Report CRM Goes Vertical In The Age Of The Customer

  Landscape: The CRM Playbook

  February 25, 2021 | Kate Leggett

  Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

• Report Three Imperatives For Advanced CX Measurement Programs

  Advanced Level: Measurement Practices For CX Transformation

  February 24, 2021 | Maxie Schmidt-Subramanian

  Once customer experience (CX) transformation leaders have evolved and scaled their CX measurement program, they need to further advance its effectiveness and efficiency. This report lays out three...

• Report Integrated Value Stream Management Benefits Business and Development Leaders

  Roadmap: The Agile Software Leadership Playbook

  February 24, 2021 | Margo Visitacion, Christopher Condo

  Business leaders see development as a black box and struggle to understand its costs and priorities. Meanwhile, development leaders are often left in the dark regarding business cases and feature...

• Report Mitigate CRM Risks With Sound Deployment Practices

  Processes: The CRM Playbook

  February 24, 2021 | Kate Leggett

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

• Report Now Tech: Continuous Automation And Testing Services Providers, Q1 2021

  Forrester's Overview Of 43 Continuous Automation And Testing (CAT) Services Providers

  February 23, 2021 | Diego Lo Giudice

  You can use continuous automation and testing (CAT) services to move from manual to continuous testing, build or augment your testing capabilities, and improve overall quality at speed. But to...

• Report Benchmark Against Best Practices To Optimize CRM Performance

  Benchmarks: The CRM Playbook

  February 23, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM can't afford failed technology initiatives. We surveyed 160 business and tech...

• Report Transform Customer Processes And Systems To Improve Experiences

  Executive Overview: The CRM Playbook

  February 22, 2021 | Kate Leggett

  The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

• Report The Forrester Wave™: Agile Content Management Systems (CMSes), Q1 2021

  The 15 Providers That Matter Most And How They Stack Up

  February 22, 2021 | Nick Barber

  In our 26-criterion evaluation of content management system (CMS) providers, we identified the 15 most significant ones — Acquia, Adobe, Amplience, Automattic, Bloomreach, Contentful, Contentstack,...

• Report Gauge Your Digital Business Maturity

  The Assessment Report In The Digital Business Playbook

  February 19, 2021 | Ted Schadler, Pascal Matzke, Martin Gill

  Digital business transformation is a journey, not a destination. This report guides digital business leaders through Forrester's digital business maturity assessment so you can gauge where your...

• Report Vendors Battle For The Heart Of The Contact Center

  Landscape: The Contact Centers For Customer Service Playbook

  February 19, 2021 | Art Schoeller, Kate Leggett, Ian Jacobs

  The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

• Report The Forrester Tech Tide™: Enterprise Business Insights And Analytics, Q1 2021

  Intermediate Level: Technology Practices For Insights-Driven Businesses

  February 17, 2021 | Boris Evelson

  Turning raw data into actionable insights is increasingly critical to firms' ability to win, serve, and retain customers. To accelerate their journey to become insights driven, companies are...

• Report Use A Future Fit Technology Strategy To Drive Business Value

  The Executive Overview For The IT Transformation Playbook

  February 17, 2021 | Matthew Guarini

  CIOs and technology leaders have a mandate to improve the technology foundations and innovations their firms need to win, serve, and retain customers. For most, this will require pursuing what...

• Report Harness Emerging Technologies To Guide Business Strategy

  Advanced Level: Technology Practices For IT Transformation

  February 12, 2021 | Bobby Cameron, Brian Hopkins, Ted Schadler

  Tech leaders in advanced firms treat technology as a business asset, making IT transformation a foundation for new customer-obsessed business models. As part of their future fit technology, they...

• Report Connect Business And Technology Governance For A Future Fit Technology Strategy

  Advanced Level: Use Advanced Tech Governance Practices To Create Value Across The Ecosystem

  February 12, 2021 | Bobby Cameron

  Governance processes for firms in the advanced phase of IT transformation must integrate tech governance with overall business governance for funding, risk management, and metrics. Technology is...

• Report CRM Success Hinges On Effective Change Management

  Continuous Improvement: The CRM Playbook

  February 12, 2021 | Kate Leggett

  There's too much at stake for your CRM initiative to fail. Failure results in underutilized investment and unmet business objectives that can put your revenue and profitability at stake. CRM...

• Report The Forrester Tech Tide™: Continuous Software Delivery, Q1 2021

  Tools And Technology: The Modern Application Delivery Playbook

  February 12, 2021 | Diego Lo Giudice, Christopher Condo

  Continuous software delivery (CSD) is critical to firms' ability to win, serve, and retain customers. To accelerate their performance in CSD, companies are evaluating and adopting a range of...

• Report Analytics And Automation Anchor A Future Fit Experience Architecture

  Vision: The Digital Experience Delivery Playbook

  February 12, 2021 | Nick Barber, Allen Bonde

  Creating high-impact, scalable digital experiences is a key milestone to digital transformation. Yet, doing it more efficiently separates winning strategies from the manually intensive....

• Report Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  February 12, 2021 | Kate Leggett

  The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

• Report Forrester Infographic: Advanced Insights-Driven Businesses Stand Apart

  Benchmarks: The Insights-Driven Business Playbook

  February 11, 2021 | James McCormick, Srividya Sridharan

  Advanced insights-driven businesses differ from beginners in their people, technology, and process practices. They even report enviable revenue growth compared to beginners. This infographic uses...

• Report AI 2.0: Upgrade Your Enterprise With Five Next-Generation AI Advances

  Advanced Level: Technology Practices For Insights-Driven Businesses

  February 9, 2021 | Kjell Carlsson, PhD, Brandon Purcell, Mike Gualtieri

  Just when you thought you knew what AI could and couldn't do, it quietly gets a radical upgrade. Five key advances redefine AI use cases and break the chains that have shackled enterprise AI...

• Report Level Up Your CX Prioritization By Thinking In Multiple Dimensions

  Intermediate Level: Prioritization Practices For CX Transformation

  February 8, 2021 | Judy Weader

  Reaching an intermediate state of customer experience (CX) prioritization maturity requires increasing the sophistication of the modeling process. This report provides an updated intermediate-level...