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• Report How To Integrate Threat Intelligence Into Your Security Program

  Reducing Risk And Uncertainty To Your Organization With Threat Intelligence

  January 15, 2021 | Brian Kime

  An effective security architecture requires insights into your organization's threat landscape, but many S&R professionals are disappointed in the results of their threat intelligence efforts. This...

• Report Your Business Is Only As Fast As Your Data

  Executive Overview: The Data Management Playbook

  January 15, 2021 | Michele Goetz

  What you know — and how well you use that knowledge — fuels your competitiveness and growth. To keep up with empowered customers and nimble competitors, you must change how your firm provisions and...

• Report Transform The Contact Center For Customer Service Excellence

  Executive Overview: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Kate Leggett

  Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

• 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 Five Practices To Succeed With Your Retail E-Commerce Strategy

  Processes: The Retail E-Commerce Playbook

  January 15, 2021 | Sucharita Kodali

  Retail e-commerce has well over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report...

• Report The State Of Environmental Sustainability In The Fortune Global 200

  Climate Action As A Risk Management And Growth Strategy Takes Center Stage

  January 15, 2021 | Stephanie Balaouras, Salvatore Schiano

  In 2020, firms had to adapt to a series of risk events — COVID-19, megawildfires, a devastating hurricane season — engendered or magnified by climate change. Leading Fortune Global 200 firms have...

• Report A Post-Truth Climate Is Shaping Gen Z's Consumer Behaviors

  Now More Than Ever, The Next-Generation Consumer Expects Brands To Be Real, Be Respectful, And Represent

  January 14, 2021 | Mike Proulx

  Step aside, Millennials. CMOs have their sights set on the next generation of consumers and for good reason. Gen Z (born in or after 1997) is likely to form the majority of US consumers in just...

• 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 The State Of Cybersecurity In Indonesia

  Indonesian Security Leaders Will Accelerate Their Security Transformation In 2021

  January 14, 2021 | Jinan Budge, Achim Granzen

  Adaptiveness and CX improvements are key business priorities for firms in Indonesia in 2021, and cybersecurity will be crucial to safeguarding these priorities. Indonesia is in the early stages of...

• Report China Tech Market Outlook, 2021 To 2022

  China Is Building Technology Engines To Accelerate Out Of The Crisis In 2021

  January 14, 2021 | Charlie Dai

  The Chinese government has revised its national strategy in the face of the global pandemic and economic crisis. To accelerate this process, more organizations will implement future-fit...

• 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 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...

• Report Optimize Your Human Risk Management Practices To Differentiate

  Advanced Level: People Practices For Cybersecurity And Privacy

  January 13, 2021 | Jinan Budge

  Firms at the advanced stage of cybersecurity and privacy maturity have likely built a positive reputation for responsible data use and enjoy strong employee morale. This report — the last of three...

• Report Establish Your Human Risk Management For Cybersecurity And Privacy Excellence

  Beginner Level: People Practices For Cybersecurity And Privacy

  January 13, 2021 | Jinan Budge

  If you're just starting your journey to cybersecurity and privacy maturity, you're not alone. If CIOs, chief information security officers (CISOs), and chief privacy officers (CPOs) establish...

• Report Elevate Your Human Risk Management Practices With Metrics

  Intermediate Level: People Practices For Cybersecurity And Privacy

  January 13, 2021 | Jinan Budge

  Firms at the intermediate phase of cybersecurity and privacy maturity begin to measure everything. With the right metrics in place in areas such policy effectiveness and employee skills...

• Report Identify And Estimate The Costs Of Downtime On Your Business

  Don't Rely On Industry Averages -- Determine Your Own

  January 13, 2021 | Naveen Chhabra

  Resilient tech infrastructure is critical for business success, and downtimes cost dearly. Infrastructure and operations (I&O) pros leading their firms’ IT disaster recovery (DR) program must...

• Report Transform Customer Engagement In These Disruptive Times With A Digital Intelligence Vision

  Vision: The Digital Intelligence Playbook

  January 13, 2021 | James McCormick

  The opportunity to engage customers digitally has never been greater — but so is the cost of failing to meet their expectations. Many digital analytics practices are siloed, tactical, and fixated...

• Report Prioritize The Tech That Paves The Path To People-First Marketing

  Tools And Technology: Experience-Led Marketing Playbook

  January 12, 2021 | Stephanie Liu

  CMOs and marketers are increasingly aware of their potential impact on the customer experience (CX). Nearly half of global marketing decision-makers say it's a high or critical priority. CMOs and...

• 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...

• Report AI-Driven Experiences At The Speed Of Engagement

  Executive Overview: The Digital Intelligence Playbook

  January 12, 2021 | James McCormick

  Insights-driven businesses have an edge on the rest of us: Their digital intelligence (DI) practices synchronize digital analytics with digital interactions to continuously deliver optimized...

• Report Q&A: Decoding China's New Infrastructure Initiative

  China Aims To Accelerate Its Own Digital Transformation

  January 12, 2021 | Danny Mu

  At the 2020 National People's Congress, China's central government emphasized the importance of "New Infrastructure" as a key driver of economic growth and global technology leadership. What is New...

• Report Now Tech: AI Consultancies In Asia Pacific, Q1 2021

  Forrester's Overview Of 23 AI Service Providers In Asia Pacific

  January 12, 2021 | Achim Granzen

  You can use AI consultancies to determine the business objectives for AI, scale and progress AI from proof of concept to production, and set up AI operations and governance frameworks. But to...

• 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 Drive Growth With Customer Trust And Build Brand Resilience

  Advanced Level: Technology Practices For Cybersecurity And Privacy

  January 11, 2021 | Amy DeMartine, Jeff Pollard, Stephanie Balaouras

  When customers trust you, they want to do more business with you. They're also willing to share more personal data with you and, often, to pay a premium for your products and services. This report...

• 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...