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  • 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 Retailers, Use PSD2 To Drive Differentiation For Your Customers

    Use The Strong Customer Authentication Delay To Optimize Your Response
    January 17, 2020 | Jacob Morgan, George Lawrie, Paul McKay

    The second Payment Services Directive (PSD2) is a mandatory regulation to which all merchants in the EEA — and other retailers who have customers in the EEA — must conform. Among other provisions,...

  • Report Converge OMS, Commerce, And POS To Win, Serve, And Retain Customers

    Retailers Can Merge Point Of Service, eCommerce, And Order Management To Boost Customer Experience And Simplify Operations
    January 2, 2020 | George Lawrie

    As applications migrate to cloud native architecture, distinct categories such as point of service (POS), order management systems (OMSes), and B2C commerce will disappear. End user companies will...

  • Report How To Scale Your Chatbot

    Focus On Design And Knowledge Management For Chatbot Success
    December 16, 2019 | Vasupradha Srinivasan, Leslie Joseph

    While setting up a chatbot is relatively easy, driving adoption and achieving scale and meaningful outcomes is an uphill climb, and many tech teams struggle to fulfill the promise of chatbot...

  • Report New Tech: Smart Packaging, Q4 2019

    Forrester's Landscape Overview Of 22 Providers
    October 22, 2019 | George Lawrie

    Maturing smart packaging technologies from digital watermarks to intelligent inks stand ready to power a new generation of applications that drive autonomous supply chains and direct-to-consumer...

  • Report Now Tech: Trade Promotion Management, Q3 2019

    Forrester's Overview Of 16 Trade Promotion Management Providers
    September 17, 2019 | George Lawrie

    You can use trade promotion management (TPM) to defend market share, attract the next billion consumers, and improve success rates for new product introduction. But to realize these benefits,...

  • Report Adopt Product Management To Connect Design And Development

    Remedy The Design-Development Disconnect With A Triad Model
    September 6, 2019 | Christopher Condo, Jennifer Wise, Bill Seguin

    Ever since Steve Jobs took the stage and wowed the world with the iPhone, the software market has recognized the importance of experience design (XD). But many application development and delivery...

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    August 30, 2019 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenge organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report Now Tech: Product Lifecycle Management, Q3 2019

    Forrester's Overview Of 18 Product Lifecycle Management Providers
    August 29, 2019 | George Lawrie

    You can use product lifecycle management (PLM) to improve innovation success, deliver differentiating customer experience, and reduce time-to-market. But to realize these benefits, you'll first...

  • Report Digital Bonding: Expand Your API Strategy Beyond REST APIs

    REST APIs Are One Of Many Mechanisms For Digital Connections With Customers And Partners
    July 25, 2019 | Randy Heffner

    Application development and delivery (AD&D) leaders pursue REST API strategy for customer and partner integration because REST helps expand ecosystems, grow market presence, and create new...

  • Report Now Tech: Pricing And Promotion, Q3 2019

    Forrester's Overview Of 23 Pricing And Promotion Providers
    July 15, 2019 | George Lawrie

    You can use pricing and promotion solutions to increase revenue and margin by more effectively enforcing pricing policies and more sensitively matching price to subjective value. Additionally,...

  • Report Use Modern Syndicated Sales Data Sources To Boost Return On Trade Promotions

    Get The Most Out Of Trade Investment With Modern Syndicated Data
    July 11, 2019 | George Lawrie

    In 2015, consumer packaged goods (CPG) brands spent more than $500 billion on trade promotions alone. Even with the benefit of syndicated point-of-sale data services to guide their investments, CPG...

  • Report Audio: The State Of Extended Reality (XR) In 2019

    Listen To Forrester's Overview Of The Opportunities, Challenges, And Future Of Augmented, Virtual, And Mixed Reality
    April 19, 2019 | Jeffrey Hammond, Julie Ask

    Recent updates in hardware and development tools make extended reality (XR) ready for primetime in the enterprise. Important use cases are to extend expertise, assist with complex sales, and train...

  • Report Put Product Management To Work In Software Development

    Organize Development By Product And Reap The Benefits
    February 4, 2019 | Christopher Condo, Bill Seguin

    To deliver software faster, top-performing application development and delivery (AD&D) organizations have adopted product-centric teams that obliterate organizational silos and force teams to...

  • Report The Forrester Tech Tide™: Video Technologies For Customer And Employee Experience, Q1 2019

    Eighteen Technologies Underpin Video Initiatives
    January 30, 2019 | Nick Barber

    Video is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in video, companies are evaluating and adopting a range of contributing...