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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 Assess Your Own Sustainability ROI

    Apply Forrester's Total Economic Impact™ (TEI) Framework To Build A Sustainability Business Case
    April 22, 2021 | Abhijit Sunil, Jan Sythoff

    Mankind is now both more powerful and more vulnerable than at any previous point in human history. Fortunately, technology enables us to solve some of the toughest problems, even those that...

  • Report Factors Driving The ROI Of Sustainability

    An Optimized Balance Of Priorities Quantifies The Value Of Sustainability
    April 22, 2021 | Abhijit Sunil, Jan Sythoff

    Environmental responsibility and sustainability impact the survival and growth of every organization. International reports and treaties, such as the 2018 IPCC report on global warming of 1.5°C and...

  • Report Melt The Snowflakes

    Standardize Data Flows Across Manufacturing Sites To Meet Future Customer Expectations
    April 22, 2021 | Paul Miller

    Manufacturers are keen to push standardization efforts across their businesses, melting the individual snowflakes of localized procurement to improve visibility from the center, manage costs, and...

  • Report Be The Change Leader Your Organization Needs

    Master Change Leadership To Drive Your Expression Of Customer Obsession
    April 21, 2021 | Katy Tynan

    Becoming a customer-obsessed organization is not a single event; it's a transformation that takes place over time and requires many adjustments along the way. Unfortunately, most organizations...

  • Report Global Private Banking Trends In 2021

    Leading Private Banks Are Embracing Digital To Attract Tomorrow's Customer
    April 20, 2021 | Vijay Raghavan

    Digital transformation is changing how customers interact with their private banks and how financial advisors dispense financial advice. Significant gaps continue to exist in private banking,...

  • Report Creativity Catalyzes A Growth Mindset

    Elevate Your Individual And Collective Ability To Solve Problems And Energize Your Brand
    April 20, 2021 | Jay Pattisall, Ted Schadler

    We often set apart the designation "creative" and reserve it for the exceptional few — a creative department, team, or leader. Yet creativity surrounds us in life and at work, if we can but...

  • Report Scale Your Experience Design Practice

    Intermediate Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have established a solid practice, so their companies already follow an...

  • Report Evolve Your Experience Design Practice

    Advanced Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have scaled up their practice, so their companies: 1) follow an effective...

  • Report Establish Your Experience Design Practice

    Beginner Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented...

  • Report Adaptive Firms Grow Three Times Faster Than Their Industry Peers

    Flexible Technology, Predictive Insights, And Changeable Organizations Power Adaptive Firms
    April 13, 2021 | Bobby Cameron, Fiona Mark

    The pace of change has never been faster, and it will continue to accelerate. The most successful organizations will capitalize on this rapid change. Forrester finds that firms with a future fit...

  • Report New Tech: Digital Product Management Tools And Tech, Q2 2021

    Forrester's Landscape Overview Of 48 Providers
    April 12, 2021 | Nigel Fenwick, Caleb Ewald

    Product managers demand a robust set of technologies to coordinate products and gather insights from customers. Thankfully, emerging tools and technologies aim to solve many of the biggest product...

  • Report How To Succeed With Marketplace Business Models In Financial Services

    Hint: Build A Collaborative Business Model Strategy
    April 12, 2021 | Jacob Morgan

    The financial services industry is already responding to platform-driven change, of which the marketplace approach is the most likely winner. This report distills best practices from firms at the...

  • Report Digital Businesses: Hold Vendors To A Higher Standard And Demand The Support You Deserve

    Some Retailers And Brands Suffer From Vendors' Outdated Practices — And Don't Even Realize It
    April 12, 2021 | Emily Pfeiffer

    Digital business leaders must readjust their expectations and push commerce tech vendors to modernize and move forward as quickly as end consumers demand. But some businesses are so used to how...

  • Report Forrester Infographic: The State Of Services In 2021 — Working With Partners

    April 12, 2021 | Amanda LeClair

    As enterprises tap into digital opportunities to transform, what they look for, and more importantly need, from their services providers evolves. The impact of COVID-19 has accelerated many of...

  • Report What You Need To Thrive In Autonomous Finance

    Companies Looking To Win Customers And Make Money With Autonomous Finance Offerings Will Need Distinct Capabilities And Competencies — And They'll Need To Own Certain IP
    April 12, 2021 | Peter Wannemacher

    Early in 2020, Forrester predicted a move away from financial products, with the onus to use them effectively on the customer. In their place, we see tools using algorithms and AI technologies to...

  • Report Best Practices: Technology Experience Management

    Learn How Your Peers Tackle The Top Five Tech Experience Challenges
    April 8, 2021 | Andrew Hewitt, Jonathan Roberts

    Enabling employees with the right technology is key to employee engagement, and technology experience management is an emerging practice that will help tech leaders provide an exceptional employee...

  • Report The State Of Data Security And Privacy, 2021

    Benchmarks: The Data Security And Privacy Playbook
    April 6, 2021 | Heidi Shey

    Organizations can learn from the patterns behind data breaches, exposure, and misuse to evaluate their current practices and controls for data protection. Key trends in data security and privacy...

  • Report Forget About Build Versus Buy; Your Choice Is Customize Or Compose

    Reframe Build-Versus-Buy Choices For The Digital Era
    April 6, 2021 | Joe Cicman, John Bratincevic, John Rymer

    When acquiring business software, AD&D pros still commonly frame their choices as build vs. buy, an outdated and inaccurate notion. Traditional build-vs.-buy thinking underestimates the complexity...

  • Report The 10 Core Competencies You Need To Be Future Fit

    You need to be future fit to deliver great experiences for your customers and employees. To help you understand how to become future fit, we examined our North American 2020 Future Fit Technology...

  • Report Future Fit Firms Outpace The Competition

    Get Adaptive, Creative, And Resilient To Deliver Higher Revenue Growth

    To succeed in the 2020s, CIOs and technology leaders must help their firms navigate the post-pandemic new normal, enable technology-driven innovation, and deliver on the goal of customer obsession....

  • Report Organizations Need New Roles, Skills, And Structures For Need-To-Revenue Marketing Success

    April 2, 2021 | Lori Wizdo

    Savvy marketing leaders are leveraging need-to-revenue marketing (N2RM) to engineer a pivot from being suppliers of leads for the load-bearing sales force to becoming engineers of customer...

  • Report Inhibitors To Achieving Consumer Digital Experience Goals In The Next Two Years

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?" This report shares these perspectives from...

  • Report Digital Experience Priorities In The Next Two Years

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "When you look forward two years, how will you describe your digital experiences? What is the next leap forward?" This report shares these perspectives from our "Digital Experience Executive...

  • Report The State Of Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How would you describe the state of your company's digital services or experiences today for consumers?" This report shares these perspectives from our "Digital Experience Executive Conversations"...

  • Report The Use Of Emerging Technologies In Consumer Digital Experiences

    A Series Of Executive Conversations On Digital Experiences
    April 1, 2021 | Julie Ask

    "How is your organization using emerging technologies? Is doing so a priority?" This report shares these perspectives from our "Digital Experience Executive Conversations" series, in which...

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