Search Results

• Blog COVID-19 Accelerated Your Digital Momentum — Don’t Slow Down Now

  March 1, 2021 | Michael Barnes

  Your digital transformation initiatives may have been floundering pre-COVID, but that’s ancient history now. Like many other firms, the global pandemic likely forced you to shift almost overnight...

• Report Intelligent Creativity Energizes Marketing Productivity

  Human Intuition Plus Machine Accuracy Ushers In An Era Of Creative Transformation

  March 1, 2021 | Jay Pattisall

  Despite an ever-expanding universe of marketing channels and complexity, the creative process has remained unchanged for nearly a century. The intuition-governed approach to creativity frequently...

• Report Gauge Your CX Management Maturity

  The Assessment Report In The CX Transformation Playbook

  March 1, 2021 | Rick Parrish

  Customer experience (CX) transformations require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences across scores of channels....

• Report Define The Right Metrics For Tracking CRM Success

  Performance Management: The CRM Playbook

  March 1, 2021 | Kate Leggett

  Defining the right metrics to track success and prompt corrective action is a critical best practice for getting more value out of CRM initiatives. This report describes a five-step process for...

• Report The Business Impact Of Digital Experience Technology Is Profitable Growth

  Business Case: The Digital Experience Delivery Playbook

  March 1, 2021 | Ted Schadler

  Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology roadmap. First, assess...

• Blog Call For Entries: The 2021 Enterprise Architecture Awards

  March 1, 2021 | Gene Leganza

  Most organizations started 2020 planning to tackle digital transformation, innovation, and customer obsession. But then the global pandemic exploded everyone’s agendas, requiring lightning-fast...

• Blog February 2021 Research Recap — Cloud And Tech Operations

  March 1, 2021 | Lauren Nelson

  Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but all of the work and client insights that...

• Blog Reflections On 2020: Cloud Predictions Versus Reality

  March 1, 2021

  This week, we published scores for our 2020 cloud predictions. This is an exercise we do every year to hold us — the prediction-makers — accountable to our predictions. We assess if our predictions...

• Report Forrester Infographic: Enable The Next-Generation Workforce With The Right Technologies

  Forrester's Visual Guide To Generational Technology Preferences

  February 26, 2021 | Andrew Hewitt

  Businesses preparing for the future of work must understand the changing technology preferences among four workforce generations. Each generation comes with its unique needs to ensure an optimal...

• Report The Forrester Guide To Equipping The Next-Gen Workforce

  Don't Let Age Define Your Workforce Enablement Strategy

  February 26, 2021 | Andrew Hewitt

  In this demographic overview, we analyze the four generations in the workplace: Generation Z, Millennials, Generation X, and Baby Boomers. As Gen Z and Millennials increasingly represent a larger...

• Blog After Retail Banking, Now Banks Must Transform Their Corporate Banking

  February 26, 2021 | Arnav Gupta

  Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and...

• Report The New Privacy: It's All About Context

  Vision: The Customer Trust And Privacy Playbook

  February 26, 2021 | Fatemeh Khatibloo

  In the age of internet-connected devices, with cameras everywhere and sensors in our most private spaces, privacy is essential for earning and maintaining consumer trust. Context is key —...

• Report Deploy These Three Change Agent Personas To Drive More Decision-Making From Data

  Intermediate Level: People Practices For Insights-Driven Businesses

  February 26, 2021 | Cinny Little

  Customer insights (CI) pros, along with all business and operations areas, struggle to drive more decision-making that matters from data and insights. To remain competitive, firms must accelerate...

• Report Evolve Data And Analytics Roles And Skills For The Adaptive Enterprise

  Advanced Level: People Practices For Insights-Driven Businesses

  February 26, 2021 | Boris Evelson, Cinny Little

  Insights-driven businesses (IDBs) must continuously build and improve on five competencies: strategy, people, process, data, and technology. Weaknesses and gaps in any one of the competencies —...

• Report Master Automation And Software To Transform Your Infrastructure

  Executive Overview: The Infrastructure Transformation Playbook

  February 26, 2021 | Glenn O'Donnell

  Infrastructure is the foundation of every digital experience, and this places the broader charter of service design on the infrastructure and operations (I&O) team. I&O leaders must own the design...

• Blog How To Establish And Grow Your Customer Experience Function In EMEA

  February 26, 2021 | Joana de Quintanilha

  Customer experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate...

• Report How To Establish A CX Measurement Program

  Beginner Level: Measurement Practices For CX Transformation

  February 25, 2021 | Faith Adams, Maxie Schmidt-Subramanian

  Customer experience (CX) transformation requires companies to quantify experience quality and its link to the organization's overall metrics. To do this, CX leaders must establish robust...

• Report Break Through Data Governance Fatigue

  A Framework For Effectiveness And Sustainability

  February 25, 2021 | Michele Goetz

  Data governance was never about the data. It was about your business. Focusing on command and control cultures, bureaucracy, complexity, and technology has hobbled data governance success....

• Report Now Tech: Data Security Platforms, Q1 2021

  Forrester's Overview Of 26 Data Security Platform Providers

  February 25, 2021 | Heidi Shey

  You can use data security platforms to take a data-centric approach to securing data, provide a center of gravity for integration with additional security technologies, and streamline your overall...

• Report Elevate And Scale Your CX Measurement Program

  Intermediate Level: Measurement Practices For CX Transformation

  February 25, 2021 | Maxie Schmidt-Subramanian

  Once customer experience (CX) pros have established a program for measuring CX in one area of their organization, they are ready to move the measurement program to the intermediate level. This...

• Blog Lessons From A Cold Texan: How Marketers Can Prepare For A Crisis

  February 25, 2021

  Here in Austin, Texas, recent weeks have been … a challenge. Luckily, I grew up in North Carolina and was accustomed to hurricanes and ice storms affecting water, electricity, and food deliveries....

• Blog Announcing The Forrester New Wave™: Cybersecurity Risk Ratings Platforms, Q1 2021

  February 25, 2021 | Paul McKay

  The cybersecurity risk ratings (CSR) market is a bit like Marmite or SPAM (the pork product in a can, not the unwelcome emails) — some customers love it, others hate it. We see examples of both...

• Report CRM Goes Vertical In The Age Of The Customer

  Landscape: The CRM Playbook

  February 25, 2021 | Kate Leggett

  Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage...

• Report COVID-19 Accelerated Your Digital Momentum — Don't Slow Down Now

  How To Harness Digital Momentum During And After The Pandemic

  February 25, 2021 | Michael Barnes

  The global pandemic forced many firms to shift almost overnight to only engaging customers virtually. Digital teams were thrust to the forefront of organizations' responses. The impact on digital...

• Report The Forrester New Wave™: Cybersecurity Risk Ratings Platforms, Q1 2021

  The Seven Providers That Matter Most And How They Stack Up

  February 25, 2021 | Paul McKay, Alla Valente

  In Forrester's evaluation of the emerging market for cybersecurity risk ratings, we identified the seven most significant providers in the category — BitSight, Black Kite (previously Normshield),...