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• Report Digital Customer Experiences Are The Front Lines Of Sustainable Digital Transformation

  Executive Overview: The Digital Experience Delivery Playbook

  April 9, 2021 | Allen Bonde

  In normal times, digital customer experience (CX) is a business differentiator. In the post-COVID-19 era, digital channels are even more critical to driving new growth and customer loyalty. To...

• Report Five Essential Digital Experience Governance Practices

  Processes: The Digital Experience Delivery Playbook

  March 10, 2021 | Stephen Powers

  Governance is the dreaded "G" word for many organizations: It paints a picture of archaic rules, ineffective bureaucracy, and outdated processes that stifle innovation. But given the...

• Report The Business Impact Of Digital Experience Technology Is Profitable Growth

  Business Case: The Digital Experience Delivery Playbook

  March 1, 2021 | Ted Schadler

  Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology roadmap. First, assess...

• 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 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 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 Assess Your Digital Experience Delivery Maturity

  Assessment: The Digital Experience Delivery Playbook

  December 31, 2020 | Nick Barber, Joe Cicman

  Application development and delivery (AD&D) professionals should assess their maturity in delivering customer-obsessed digital experience (DX) initiatives. But how? Forrester's self-assessment...

• Report Implement Essential Change Management Practices To Improve Digital Experience Delivery

  Continuous Improvement: The Digital Experience Delivery Playbook

  December 29, 2020 | Joe Cicman, Caleb Ewald

  So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now you must create a...

• 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 How To Evolve Your Mobile App

  Make Smart Investment Choices Based On Your Customer's Goals And Needs

  May 22, 2020 | Julie Ask, Andrew Hogan, Kelly Price

  When applied to mobile apps, the definition of great is a constantly moving target because both what technologies can do and what consumers expect of experiences are evolving quickly. Use this...

• Report Forrester Infographic: In Digital Transformation 2020, It's Time To Catch Up To The First Movers

  April 3, 2020 | Ted Schadler, Caleb Ewald

  In 2019, digitally advanced firms distanced themselves from the pack. By developing new digital products and services, restructuring their business processes to foster agility, embracing innovation...

• Report Computer Vision Supports Retailers' Digital Transformation

  How Four Retailers In China Deliver Business And Customer Value With AI

  March 27, 2020 | Guannan Lu, Charlie Dai

  Retailers must digitally transform to catch up with fast-changing customer expectations and fend off increasingly aggressive digital competitors. As part of these transformation efforts, retailers...

• Report Guide: How To Use The Moments Index

  Use Forrester's Moments Index To Make Smart DX Channel Choices

  March 9, 2020 | Julie Ask, Angelina Gennis

  Commerce companies must take a methodical, quantified approach to understand how their customers use, and prefer to use, their services on a host of devices, platforms, and channels. That analysis...

• Report Now Tech: Agile Content Management Systems, Q1 2020

  Forrester's Overview Of 30 Agile CMS Providers

  February 27, 2020 | Nick Barber, Mark Grannan

  You can embrace Agile content management systems (CMSes) to drive content reuse, create content faster, make your practitioners happier, and ultimately, deliver more personalized experiences. But...

• 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 Forrester Infographic: Tips From The Field For Modernizing Your Commerce Stack

  Landscape: The B2B eCommerce Playbook

  January 29, 2020 | Joe Cicman

  With the bar for digital experiences constantly rising, many firms need to reimagine and reinvent their eCommerce. But with unsupported platforms, colossal upgrade costs, and legacy restrictions,...

• Report Forrester Infographic: Lessons On Experience-Led Transformation

  Landscape: The Digital Experience Delivery Playbook

  January 6, 2020 | Ted Schadler

  In "The Forrester Wave™: Global Digital Experience Agencies, Q4 2019," we evaluated 14 agencies, consultancies, and tech service providers and spoke with 48 customer references. Almost one-quarter...

• Report Extend The Reach And Relevance Of DX Platforms With Low-Code And Pluggable Services

  December 30, 2019 | Mark Grannan

  Digital experience (DX) scenarios vary wildly, so DX architecture must flex to adapt. While DX platform solutions may have innate extensibility, there'll be a need to connect with legacy and future...

• Report Digital Store Capabilities Benchmark In Singapore

  November 18, 2019 | Xiaofeng Wang, Tom Mouhsian

  Forrester's 2019 Digital Store Capabilities Assessment benchmarked six retailers in Singapore. Digital business executives at retailers can use this report to understand how their digital store...

• Report The Forrester Wave™: Global Digital Experience Agencies, Q4 2019

  The 14 Service Providers That Matter Most And How They Stack Up

  November 12, 2019 | Ted Schadler

  In our 24-criterion evaluation of global digital experience agencies, we identified the 14 most significant ones — Accenture, Capgemini, Cognizant, Deloitte, EPAM, IBM, Isobar, MRM//McCann,...

• Report Forrester's Moments Index

  Quantify Your Customer Engagement To Optimize Your Digital Experience Portfolio

  October 17, 2019 | Julie Ask

  Consumers are more connected than ever, but brands lack a nuanced understanding of how their consumers use digital experiences. As a result, they struggle to prioritize designing, building, and...

• Report Six Common Pitfalls On Chinese Mobile Banking Apps And How To Fix Them

  Learn From Industry Best Practices How To Avoid These Mistakes

  October 2, 2019 | Meng Liu, Riccardo Pasto

  Forrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in mainland China, which assessed the functionality and user experience (UX) of the mobile banking apps of six...

• Report Digital Banks Will Push Hong Kong's Traditional Banks To Move Into The Digital Era

  Customers Are Not Satisfied With Mobile Banking From Existing Banks

  September 20, 2019 | Meng Liu

  The arrival of digital-only banks will change the landscape of Hong Kong's banking industry. Digital business professionals at both new digital banks and traditional banks in Hong Kong need to...

• Report Six Common Pitfalls On Hong Kong Mobile Banking Apps And How To Fix Them

  Learn From Industry Best Practices How To Avoid These Mistakes

  August 28, 2019 | Meng Liu

  Forrester recently concluded its Forrester Wave™ evaluation of mobile banking apps in Hong Kong, which assessed the functionality and user experience (UX) of the mobile banking apps of five large...

• Report The Forrester New Wave™: Virtual Care Solutions For Digital Health, Q2 2019

  The 13 Providers That Matter Most And How They Stack Up

  June 5, 2019 | Arielle Trzcinski

  In Forrester's evaluation of the emerging market for virtual care solutions for digital health, we identified the 13 most significant providers in the category — 98point6, American Well, Bright.md,...