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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 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 Building The Business Case For Omnichannel Commerce

    Business Case: The Omnichannel Commerce Playbook
    December 7, 2020 | Brendan Witcher

    Digital business professionals must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customers'...

  • 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 Financial Payback For Marketing Measurement

    Business Case: The Marketing Measurement And Insights Playbook
    August 28, 2020 | Jim Nail

    As marketers are increasingly held accountable for the financial returns of their efforts, they need sophisticated measurement that accurately apportions credit to the myriad touchpoints in a...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 14, 2020 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

  • 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 Construct The Business Case For Digital Store Transformation

    Business Case: The Digital Store Playbook
    May 1, 2020 | Brendan Witcher

    Retailers today are transforming their physical stores from places to shop to digital centers of engagement. Myriad technology solutions support this transition, including automated checkout,...

  • 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 Quantify The Business Value Of CRM

    Business Case: The CRM Playbook
    November 15, 2019 | 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 Model The ROI Of B2B Marketing Technology Investments

    Business Case: The B2B Marketing Playbook
    September 23, 2019 | Lori Wizdo, Rusty Warner

    B2B marketing technologies promise to grow revenue, streamline marketing operations, and deliver a better customer experience, but B2B marketers often struggle to justify investing in them. Using...

  • 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...

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