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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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  • Webinar The New Operating Model Is Upon Us

    Thursday, March 4, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Charles Betz

    In an increasingly volatile world, digitally transforming organizations are aggressively scaling their agile and DevOps capabilities. Numerous lessons are emerging at the leading edge: the trend...

  • Webinar Emerging Technology Trends In Banking For 2021

    Thursday, February 18, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Jost Hoppermann, Martha Bennett

    Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are...

  • Webinar Blockchain Predictions 2021: Is It Time To Stop Talking About Blockchain?

    Wednesday, February 10, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Martha Bennett

    This packed session starts with a brief review of Forrester's blockchain predictions for 2020 and how the pandemic impacted developments. Following that, a deeper dive into the predictions for 2021...

  • Webinar Case Study: Singapore's Journey To Deploying Responsible AI

    Thursday, January 28, 2021, 3:30 a.m.-4:10 a.m. Eastern time (08:30-09:10 GMT) | Achim Granzen

    On the heels of personal data protection acts, leading governments like Singapore’s are now turning their attention to how data is being used to generate insights and automate processes with...

  • Report Industry Analyst Relations And Influence

    Influence: The Industry Analyst Relations Playbook
    January 26, 2021 | Kevin Lucas

    Most industry analyst relations (AR) relies on analysts influencing buyers, partners, journalists, investors, etc. So AR must manage two forms of success: influence by vendors over analysts and...

  • Report Take Two Technology Roads To Digital Experience Success

    Roadmap: The Digital Experience Delivery Playbook
    January 26, 2021 | Ted Schadler

    Once you have a strategy to prioritize digital interactions and have assessed the business impact of each investment, it's time to produce your technology roadmap. You must pursue two paths...

  • Report Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Rick Parrish

    As 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...

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Sam Karpinski

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Report Reset Your Technology Foundation For Customer Engagement

    Beginner Level: Technology Practices For IT Transformation

    Companies just beginning to establish their technology priorities for the age of the customer are facing an uphill battle against legacy systems and outdated technologies as they develop their...

  • 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 How To Turn Process From A Hindrance Into A Help

    Beginner Level: Process Practices For IT Transformation
    January 22, 2021 | Margo Visitacion, Christopher Condo

    Technology leaders must establish customer-focused processes that maximize value delivered. Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...

  • Report Build A Dynamic Digital Banking Roadmap

    Roadmap: The Digital Banking Strategy Playbook
    January 22, 2021 | Peter Wannemacher

    Digital business leaders at banks must have both a vision of the future and a strategic plan for getting there. But moving from vision to action is never easy. Banks need a roadmap that lays out...

  • Report Why And How To Master Experience Design

    Executive Overview: The User Experience Playbook
    January 21, 2021 | David Truog

    As customers gravitate to digital more than ever, companies are prioritizing user experience (UX). Why this response? Because experience quality can make or break a business, and the range from bad...

  • Report Establish Your Experience Research Practice

    Beginner Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented...

  • Report Evolve Your Experience Research Practice

    Advanced Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have scaled up their practice, so their companies: 1) follow...

  • Report Scale Your Experience Research Practice

    Intermediate Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have established a solid practice, so their companies...

  • Playbook The User Experience Playbook For 2021

    Why And How To Master Experience Design

    As customers gravitate to digital more than ever, companies are prioritizing user experience (UX). Why this response? Because experience quality can make or break a business, and the range from bad...

  • Report Anticipatory Experiences: The Challenges

    Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult
    January 20, 2021 | Julie Ask

    Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

  • Report How To Monetize Open Finance And Platform Business Models

    Business Case: The Digital Banking Strategy Playbook
    January 14, 2021 | Jacob Morgan

    Financial services executives have more go-to-market options available than ever before for their firm's products and services — thanks to open banking and platform business models. But how do you...

  • Report Now Tech: Virtual Healthcare Platforms, Q1 2021

    Forrester's Overview Of 28 Virtual Healthcare Platform Providers
    January 14, 2021 | Arielle Trzcinski

    Healthcare organizations (HCOs) can use virtual care (VC) to increase the capacity of existing clinical teams, improve clinical outcomes and lower medical spend for patients and members, and defend...

  • Webinar AI Drives The Evolution Of Technology And Data Governance In 2021

    January 14, 2021 | Achim Granzen

    The increase of data aggregated by companies, a heightened awareness of data privacy by consumers, and the introduction of government frameworks has made strong data governance a priority for...

  • Webinar Wealth Management Predictions 2021

    Firms Embrace Digital To Thrive
    January 14, 2021 | Vijay Raghavan, David Hoffman

    We will remember 2020 for COVID-19: The pandemic permanently changed the ways customers seek advice and how financial advisors dispense it. As the lockdown began, consumers did not have access to a...

  • Report How To Manage The Human Risk In Cybersecurity

    Continuous Improvement: The S&R Practice Playbook
    January 13, 2021 | Jinan Budge

    Traditional approaches to security communication are limited to perfunctory one-off training sessions that fail to take customers, regulators, and other external stakeholders into account and...

  • Webinar Insurance Predictions 2021

    Insurers Find Opportunity Amid Chaos
    January 13, 2021 | Ellen Carney, Jeffery Williams

    We are a world in recovery heading into 2021. Insurers will need to contend with an unpredictable virus and its economic consequences, dramatic climate events, and the aftermath of a polarizing US...

  • Report Research Overview: Technology And Software Services

    A Guide To Forrester's Application And Infrastructure Services Research
    January 12, 2021 | Amanda LeClair

    Tech and software services buyers face a complex landscape. Many services providers position as end-to-end digital transformation partners or the top partner for a specific platform, but when it...

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