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  • Report Anticipatory Experiences: The Challenges

    Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult
    January 20, 2021 | Julie Ask

    Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

  • Report US Online Grocery Snapshot: Q1 2021

    IRI Data Shows How The Pandemic Has Shaped Online Grocery
    January 20, 2021 | Sucharita Kodali

    Digital business retail pros generally agree that the pandemic has driven rapid growth in online grocery sales. Data from IRI confirms that shift — but it's still unclear how much of that behavior...

  • Report Use Popular Third-Party Messaging Platforms For Customer Service

    How To Borrow Moments To Serve Your Customers Where They Already Are
    January 20, 2021 | Julie Ask, Ian Jacobs

    Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat...

  • 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 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 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 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 Gauge Your B2B E-Commerce Digital Maturity

    Assessment: The B2B E-Commerce Playbook
    January 8, 2021 | Joe Cicman

    As B2B C-suites increasingly demand that their companies accelerate their digital transformation, digital business professionals face more pressure to show progress and benchmark their maturity....

  • Report The Future Of Commerce Technology: Commerce Platforms End With An Ecosystem On FIRE

    Digital Acceleration Demands That Businesses Evolve Their Architecture To Survive
    January 5, 2021 | Emily Pfeiffer

    Commerce is no longer the core technical function within increasingly complex commerce tech stacks. As this landscape shifts, the new dual cores instead center around experience and operations....

  • Report The Five Key Success Factors Of Every Digital Business

    Strategic Plan: The Retail E-Commerce Playbook
    January 4, 2021 | Sucharita Kodali

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often reinforces brick-and-mortar stores. In the...

  • 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 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 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 Forrester Digital Experience Review™: Global Mobile Banking Apps Summary, 2020

    Benchmarks: The Digital Banking Strategy Playbook

    Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...

  • Report Digital Rewrites The Rules Of Business

    Vision: The Digital Business Playbook
    December 24, 2020 | Nigel Fenwick, Ted Schadler, Caleb Ewald

    The pandemic reinforced how technology improves the economics and capabilities of every business. Using new digital capabilities, it is 10 times cheaper and faster to adapt your workforce, engage...

  • Report Now Tech: Integrated Business Planning, Q4 2020

    Forrester's Overview Of 21 Integrated Business Planning Providers
    December 23, 2020 | George Lawrie

    You can use integrated business planning (IBP) to align strategic, operational, and financial plans to improve business performance, drive superior customer service from the same fixed and working...

  • Report Now Tech: Digital Supply Chain Control Tower Solutions, Q4 2020

    Forrester's Overview Of 17 Digital Supply Chain Control Tower Solution Providers
    December 23, 2020 | George Lawrie

    You can use control towers to orchestrate demand forecasts, open new routes to market, and deliver differentiating customer experiences such as subscription fulfillment. But to realize these...

  • Report The State Of Automation In Indonesia

    Indonesian Firms Are Adopting Automation For Customer-Facing Processes, But Challenges Remain
    December 22, 2020 | Achim Granzen, Frederic Giron

    Adaptiveness and customer experience (CX) improvements are key business priorities for firms in Indonesia in 2021, and automation will be a key enabler of these objectives. For 2021, Indonesian...

  • Report US Grocery: Digital Best Practices

    December 22, 2020 | Scott Compton, Angelina Gennis

    As e-commerce grocery orders surge, online grocers must cultivate lifetime value and loyalty from new customers. We expect North American grocery retail sales to grow 7.6% in 2020 and increase...

  • Report The State Of Cloud In Malaysia

    Malaysian Firms Are Adopting Cloud On Multiple Fronts
    December 21, 2020 | Achim Granzen, Frederic Giron

    Malaysian firms see cloud computing as a key infrastructure priority for their organizations in 2021. Adoption drivers include cost-cutting, access to innovative services, and application and...

  • Report Learn From — Don't Fear — The Tech Titans To Prepare For The Future Of Banking

    December 17, 2020 | Alyson Clarke

    The tech titans — Amazon, Apple, Facebook, and Google — have been dabbling in financial services for years, and they continue to push into many aspects of banking and payments. This report looks at...

  • Report Debunking Three Services Sourcing Myths

    How To Align Your Sourcing Strategies To The Future Of Services
    December 16, 2020 | Duncan Jones

    The old plan-build-run models of services are giving way to a new services paradigm where transformation is continuous and multidimensional. To derive competitive advantage from it, CIOs need...

  • Report Research Overview: Financial Well-Being

    A Guide To Our Financial Well-Being-Related Research
    December 15, 2020 | Aurelie L'Hostis

    Sustainable finance has become an imperative. Promoting customers' financial well-being is a great opportunity for financial services firms to drive customer engagement, create new value, and...

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