Search Results

• Report The Five CRM Trends In 2021 That Will Shape Engagement, Relationships, And Revenue

  Vision: The CRM Playbook

  January 22, 2021 | Kate Leggett

  In the age of the customer, customer experience (CX) is the only source of competitive differentiation. CRM has the power to transform customer relationships, but firms have only started to tap its...

• Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

  Twenty Technologies Underpin Customer Service

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

  Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...

• Report Implement Effective Customer Service Metrics

  Benchmarks: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Ian Jacobs, Kate Leggett

  Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...

• 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...

• Report Agile Software Leadership Drives Customer-Obsessed Company Success

  Executive Overview: The Agile Software Leadership Playbook

  January 8, 2021 | Chris Gardner, Margo Visitacion

  More than ever before, companies are under pressure to deliver continuous value to their customers, and agile delivery practices have become part of the mainstream as a result. But it's becoming...

• Report Rethink Metrics To Gain DX Traction

  Performance Management: The Digital Experience Delivery Playbook

  January 4, 2021 | Joe Cicman, Caleb Ewald

  Traditional, centralized application development and delivery (AD&D) teams often measure only two things: time and budget. Without the right metrics, AD&D doesn't have clarity about digital...

• 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)...

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  Playbook The Digital Experience Delivery Playbook For 2021

  Drive Unified Digital Customer Experiences With Better Technology Strategies

  Digital customer experience (CX) is a key business differentiator, so application development and delivery (AD&D) professionals must step up to support their firms' initiatives. To partner with...

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• Report The Critical Role Of Policy In Enterprise Collaboration

  Processes: The Enterprise Collaboration Playbook

  October 21, 2020 | Art Schoeller

  A clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy,...

• Report The Path To Customer Obsession Is Paved With Enterprise Collaboration

  Vision: The Enterprise Collaboration Playbook

  October 20, 2020 | Art Schoeller

  To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged...

• Report Assess And Enhance Your Modern Application Delivery Journey

  Assessment: The Modern Application Delivery Playbook

  October 2, 2020 | Diego Lo Giudice

  Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many application development and delivery (AD&D) leaders know they need to improve, but...

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  Webinar Applying The Forrester Wave™: Cloud Contact Center Vendors, Q3 2020

  September 15, 2020 | Art Schoeller

  Want an agile contact center? Then shift to contact-center-as-a-service (CCaaS) where more integrated software suites operated as a service allow for more rapid changes to customer experiences,...

• Report Gain A Competitive Advantage Through Enterprise Collaboration

  Executive Overview: The Enterprise Collaboration Playbook

  September 4, 2020 | Art Schoeller

  Many collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration (EC) strategy engages employees and connects the...

• Report Now Tech: P&C Claims Management Systems, Q3 2020

  Forrester's Overview Of 20 P&C Claims Management System Providers

  July 31, 2020 | Ellen Carney

  As a property and casualty (P&C) insurer, you use a claims management system to improve the claimant experience, boost efficiency through automation, and orchestrate recovery activities across the...

• Report Forrester Infographic: Digital Process Automation At Scale

  July 14, 2020 | Rob Koplowitz

  We based this infographic on key findings from Forrester's Q1 2020 Global Digital Process Automation Survey. Application development and delivery pros, use this infographic to identify common...

• Report The Digital Asset Management Cookbook

  Assemble The Ingredients To Choose And Scale An Enterprise DAM

  June 26, 2020 | Nick Barber

  As brands grapple with an explosion of content to feed their digital channels, they increasingly turn to digital asset management (DAM) systems to manage their rich media. Once the domain primarily...

• Report GDPR-Like Regulations Are Here — Is Your Customer Service Organization Ready?

  How Customer Data Moves Through Your Contact Center Will Determine Your Compliance Path

  June 10, 2020 | Art Schoeller, Sarah Dawson

  Since the EU General Data Protection Regulation (GDPR) took effect in May 2018, we've seen the consequences for firms that don't meet compliance standards. Data privacy regulations in the US are...

• Report Create A Governance Strategy To Meet The Process Imperative

  The Shift Required To Drive Process Automation At Scale

  May 21, 2020 | Rob Koplowitz

  Digital transformation requires lots of software to enable process automation. But how do you avoid chaotic software sprawl with thousands of disconnected pockets of automation that will undermine...

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  Webinar Find Your Right Fit In An SAP Transformation Services Partner

  Using The Forrester Wave™

  May 20, 2020 | Liz Herbert, Amanda LeClair

  SAP services partners are evolving as quickly as the SAP app portfolio. Fresh off our 2020 Forrester Wave evaluation of SAP services partners, Liz Herbert and Amanda LeClair share the top trends in...

• Report The Forrester New Wave™: Digital-First Customer Service Solutions, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  April 13, 2020 | Kate Leggett

  In Forrester's evaluation of the emerging market for digital-first customer service, we identified the 13 most significant providers — [24]7.ai, Astute, Comm100, Conversocial, eGain, Glia,...

• Report The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

  The 10 Providers That Matter Most And How They Stack Up

  March 11, 2020 | Ian Jacobs

  In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...

• Report Co-Innovate With Agile Development Service Providers To Deliver Better Software Faster

  Lessons Learned From "The Forrester Wave™: Midsize Agile Software Development Service Providers, Q2 2019"

  February 25, 2020 | Duncan Jones

  Application development and delivery (AD&D) leaders use custom software development service providers to achieve faster time-to-market, increase business agility, and get hard-to-find help creating...

• Report The Agile CMS Cookbook: Tales From The Test Kitchen

  Knowing Your Agile CMS Flavor Profile And Building On Proven Recipes Can Boost Adoption

  February 7, 2020 | Nick Barber, Mark Grannan

  Agile content management systems (CMS) are just over the horizon, bearing promises of content reuse, content insights, faster and more agile content operations, and flexibility across channels....

• Report Five Lessons From The Forrester Wave™: UCaaS Providers, Q3 2019

  Unified-Communications-As-A-Service Is About The Entire Solution And Not Just A Cloud-Based Service

  January 24, 2020 | Art Schoeller

  Earlier this year, Forrester evaluated nine unified-communications-as-a-service (UCaaS) vendors and identified five key lessons learned that application development and delivery (AD&D)...

• Report Case Study: China Pacific Insurance Transforms Claims Management With Computer Vision

  CPIC Partnered With Baidu To Transform A Core Business Process With AI

  January 15, 2020 | Guannan Lu

  Business and technology leaders understand that powerful AI technologies like computer vision can dramatically improve both customer experiences (CX) and operational performance. China Pacific...