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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 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...

  • 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 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 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...

  • Webinar CIO Predictions 2021

    Get Ahead Of 2021
    January 13, 2021 | Matthew Guarini, Brian Hopkins

    Forrester predicted major uncertainty in 2020, and we were right. CIOs and other tech leaders who prepared for uncertainty are adapting more easily during the pandemic. With 2021 right around the...

  • 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 Now Tech: B2B Marketing Data Providers, Q1 2021

    Forrester's Overview Of 36 B2B Marketing Data Providers
    January 11, 2021 | Steven Casey

    You can use B2B marketing data providers to create personalized and timely account-centric engagement, improve customer marketing, and achieve true customer obsession. But to realize these...

  • Report Lay Your Security Tech Foundation

    Beginner Level: Technology Practices For Cybersecurity And Privacy
    January 11, 2021 | Jeff Pollard, Amy DeMartine

    This report — the first of three in the technology competency of the cybersecurity and privacy playbook — outlines the technologies that CIOs and other technology leaders should prioritize to help...

  • Report The Best Tech Leaders Develop And Unleash Creative People

    Advanced Level: People Practices For IT Transformation
    January 8, 2021 | Gordon Barnett

    CIOs attaining an intermediate maturity level in their IT transformation efforts may operate well; however, their organizations often lack the culture, talent, and structure it takes to be a market...

  • Report Digital Rewrites The Rules Of Business

    Vision: The Digital Business Playbook
    December 24, 2020 | Nigel Fenwick, Ted Schadler, Caleb Ewald

    The pandemic reinforced how technology improves the economics and capabilities of every business. Using new digital capabilities, it is 10 times cheaper and faster to adapt your workforce, engage...

  • Report The State Of Digital Transformation In Japan

    Firms Are Accelerating Their Transformation With The Help Of Service Providers
    December 23, 2020 | Achim Granzen, Frederic Giron

    The "2025 digital cliff" is rapidly approaching, and some Japanese firms are accelerating their digital transformation efforts companywide. These firms harness digital assets and ecosystems to...

  • Report The State Of Automation In Indonesia

    Indonesian Firms Are Adopting Automation For Customer-Facing Processes, But Challenges Remain
    December 22, 2020 | Achim Granzen, Frederic Giron

    Adaptiveness and customer experience (CX) improvements are key business priorities for firms in Indonesia in 2021, and automation will be a key enabler of these objectives. For 2021, Indonesian...

  • Report The State Of Cloud In Malaysia

    Malaysian Firms Are Adopting Cloud On Multiple Fronts
    December 21, 2020 | Achim Granzen, Frederic Giron

    Malaysian firms see cloud computing as a key infrastructure priority for their organizations in 2021. Adoption drivers include cost-cutting, access to innovative services, and application and...

  • Report The State Of Digital Transformation In Indonesia

    Indonesian Firms Are Catching Up With The Help Of Service Providers
    December 21, 2020 | Achim Granzen, Sam Higgins

    Few Indonesian firms have started on their digital transformation journey. But those that have experienced early successes are accelerating their transformation to improve customer experience and...

  • Report To Win And Retain Consumers During The Pandemic, Start With Empathy

    Demonstrate Empathy By Designing For Unique Customer Risk Profiles
    December 17, 2020 | Anjali Lai, Martin Gill

    Within the COVID-19 crisis are the seeds of transformation: The boldest leaders will not only adapt their businesses; they will use insights to get closer to their consumers and understand their...

  • Report The State Of Cloud In Japan

    Japanese Firms Need Help Refining Their Cloud Migration Plans
    December 17, 2020 | Achim Granzen, Frederic Giron

    Japan is a rapidly maturing market for cloud computing. Software-as-a-service (SaaS) has been successful over the past few years, and now more Japanese firms are considering cloud for their IT...

  • Report Debunking Three Services Sourcing Myths

    How To Align Your Sourcing Strategies To The Future Of Services
    December 16, 2020 | Duncan Jones

    The old plan-build-run models of services are giving way to a new services paradigm where transformation is continuous and multidimensional. To derive competitive advantage from it, CIOs need...

  • Report Ingredients Of Great Design: Conquer Six Myths

    Principles: The User Experience Playbook

    Many companies striving to get better at designing experiences won't. Why? Because they fall for widespread myths about what design is, who should be involved in it, and how to do it well. For...

  • Report Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

    December 14, 2020 | Vasupradha Srinivasan, Arnav Gupta

    Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of...

  • Report The Future Of Documents

    A Look Beyond The Paradigm Of Paper And Into Opportunities For Innovation
    December 9, 2020 | Cheryl McKinnon

    Application development and delivery (AD&D) professionals can drive innovation in one of the most fundamental business activities: the creation and distribution of documents. Despite more than 30...

  • Report Forrester Infographic: Banks Should Engage High-Energy Consumers With Hybrid Experiences

    December 2, 2020 | Xiaofeng Wang

    Consumer energy is the underlying emotional force that drives consumer desire, readiness, and ability to increase engagement with brands. High-energy consumers are strategic for banks in Singapore,...

  • Webinar Healthcare Predictions 2021

    November 10, 2020 | Arielle Trzcinski, Jeff Becker

    As the world continues to endure a public health crisis, healthcare faces a metamorphosis under the pressure of compounding challenges that include financial uncertainty, unprecedented digital...

  • Webinar B2B Marketing Predictions 2021

    A Conversation With The Analysts Who Made Them
    November 9, 2020 | Lori Wizdo, Laura Ramos, Steven Casey

    This is your chance to engage directly with the analysts who made our 2021 predictions for B2B marketing. During this conversation between our analysts — and with you — we dive...

  • Forum Technology & Innovation Global

    Adapt To Win
    November 4, 2020 | Live Virtual Experience | Liz Herbert, Matthew Guarini, Brian Hopkins

    In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...

  • Report Forrester Predictions 2021: Accelerating Out Of The Crisis

    October 28, 2020 | Sharyn Leaver

    2020 shattered the status quo. In 2021, advanced organizations will adapt and use the upheaval to forge a competitive edge. Discover your organization's path to success. Read Forrester's 2021...

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