Search Results

• Report The ROI Of CX Transformation

  The Business Case Report In The CX Transformation Playbook

  January 22, 2021 | Maxie Schmidt-Subramanian, Sam Karpinski

  Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

• Report How To Turn Process From A Hindrance Into A Help

  Beginner Level: Process Practices For IT Transformation

  January 22, 2021 | Margo Visitacion, Christopher Condo

  Technology leaders must establish customer-focused processes that maximize value delivered. Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...

• Report Establish Your Experience Research Practice

  Beginner Level: Research Practices For CX Transformation

  January 21, 2021 | Kelly Price

  This report about experience research — 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 Scale Your Experience Research Practice

  Intermediate Level: Research Practices For CX Transformation

  January 21, 2021 | Kelly Price

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

• 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 Technologists — And The Business — Must Execute At The Speed Of DevOps

  Intermediate Level: People Practices For IT Transformation

  January 8, 2021 | Gordon Barnett

  Intermediate organizations have the customer experience (CX) basics well in hand. They've broken down silos, institutionalized customer- and employee-centricity, and built a foundation of agile...

• Report The Best Tech Leaders Develop And Unleash Creative People

  Advanced Level: People Practices For IT Transformation

  January 8, 2021 | Gordon Barnett

  CIOs attaining an intermediate maturity level in their IT transformation efforts may operate well; however, their organizations often lack the culture, talent, and structure it takes to be a market...

• 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 Expand Your Ecosystem To Set Your Tech Organization On A Path To Excellence

  Beginner Level: People Practices For IT Transformation

  December 28, 2020 | Gordon Barnett

  Technology leaders evolve their organizations and people in phases. Many CIOs and IT organizations are in the early stages of this evolution as their firms begin to develop and deliver great...

• 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...

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  Webinar How The Insights Center Of Excellence Powers The Adaptive Enterprise

  October 21, 2020 | Cinny Little

  Customer insights (CI) pros continue to struggle with driving more actions from data and insights. An insights center of excellence (COE), also called a hub-and-spoke model, is the leading...

• Report Assess And Enhance Your Modern Application Delivery Journey

  Assessment: The Modern Application Delivery Playbook

  October 2, 2020 | Diego Lo Giudice

  Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many application development and delivery (AD&D) leaders know they need to improve, but...

• Report Best Practices For A Customer-Obsessed Tech Transformation In Government

  Drive Customer Centricity With An Adaptive Approach To Technology Management

  September 24, 2020 | Dan Bieler

  Technology transformation is a fundamental pillar for reforming the overall workings of government. Government priorities of more citizen engagement, improved government productivity, and higher...

• Report Define Your CRM Plan

  Strategic Plan: The CRM Playbook

  August 28, 2020 | Kate Leggett

  To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

• 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 Collaboration Success Hinges On Effective Change Management

  Continuous Improvement: The Enterprise Collaboration Playbook

  June 19, 2020 | Art Schoeller

  For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

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  Webinar The Culture Of An Organization Defines Its Innovation Capabilities

  June 10, 2020 | Dan Bieler, Ash Mukherjee

  Far from being a soft issue, culture is the toughest nut to crack. Corporate culture matters because it provides the framework for what innovation objectives employees and managers prioritize and...

• Report The Forrester Wave™: Specialized Insights Service Providers, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  June 8, 2020 | Jennifer Belissent, PhD

  In our 18-criterion evaluation of insights service providers, we identified the 13 most significant ones — Alibaba Cloud, BearingPoint, EPAM, Fractal Analytics, HCL, LTI, NEC, SAP, Telefónica,...

• Report The Forrester Wave™: Enterprise Insights Service Providers, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  June 8, 2020 | Jennifer Belissent, PhD

  In our 18-criterion evaluation of enterprise insights service providers, we identified the 13 most significant ones — Accenture, Atos, Boston Consulting Group (BCG), Capgemini, Cognizant, Deloitte,...

• Report Your Definition Of Future Work Should Shape Your Operating Structure

  Classify Your Future Work For Successful Delivery In The Long Run

  June 4, 2020 | Gordon Barnett, Bobby Cameron

  As firms become more customer obsessed, the CIO mandate becomes richer and more complex — and that shapes the work that IT organizations must do. To succeed in this ever-changing environment, CIOs...

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  Webinar A Beginner's Guide To Culture Practices For CX Transformation

  June 2, 2020 | Angelina Gennis

  Just starting out on a customer experience (CX) transformation? Follow the five key steps Forrester has seen successful cultures take to become more customer-centric. Key takeaways: Explore how...

• Report Now Tech: Digital Transformation Services, Q2 2020

  Forrester's Overview Of 39 Digital Transformation Services Providers

  June 1, 2020 | Nigel Fenwick

  Digital transformation has never been more urgent. But no firm can go it alone. Digital transformation services providers can help firms deliver measurable business outcomes, reduce time to achieve...

• Report One Customer, One Organization, One P&L

  Organization: The Omnichannel Commerce Playbook

  May 19, 2020 | Brendan Witcher

  In the age of the customer, channel-specific strategies, tactics, and organizational structures become irrelevant. Why? Customers expect seamless and connected journeys. Companies must therefore...

• Report Don't Hinder Effective Business Execution With Rigid Reporting Lines

  Power Your Firm's Customer Obsession — Evolve From Functional To Adaptive Structures

  May 12, 2020 | Gordon Barnett, Bobby Cameron

  As firms become more customer obsessed, the CIO mandate becomes richer and more complex — customer led, insights driven, fast, and connected. Succeeding in this ever-changing environment means CIOs...

• Report The State Of Business Architecture In 2020

  May 7, 2020 | Gordon Barnett

  Organizations that have obtained the highest levels of customer obsession have done so by adopting formal business architecture (BA) practices. Business-focused enterprise architecture (EA) pros...