Search Results

• Report Research Overview: Tech Titans In Healthcare, Banking, And Retail

  A Guide To Forrester's Research On The Tech Titans

  February 23, 2021 | Alyson Clarke, Arielle Trzcinski

  The "tech titans" — Amazon, Apple, Facebook, and Google — are expanding into the healthcare, banking, and retail sectors. They will look to further reorient customer expectations as they take on...

• Report Now Tech: Continuous Automation And Testing Services Providers, Q1 2021

  Forrester's Overview Of 43 Continuous Automation And Testing (CAT) Services Providers

  February 23, 2021 | Diego Lo Giudice

  You can use continuous automation and testing (CAT) services to move from manual to continuous testing, build or augment your testing capabilities, and improve overall quality at speed. But to...

• Report The Future Of Distribution

  Use Platforms Of Distribution To Bring New Outcomes To New Buyers

  February 23, 2021 | Joe Cicman, Jay McBain

  Traditional distribution faces obsolescence as buyers seek closer relationships with vendors. Distributors evolved over decades to buy time — adding value via fulfillment, credit facilities,...

• Report Forrester Infographic: The Internet Of Things Delivers Value Throughout The Supply Chain

  February 23, 2021 | Paul Miller, Michele Pelino

  Across many vertical markets, enterprise stakeholders and their infrastructure and operations (I&O) counterparts are using a variety of internet-of-things (IoT)-enabled processes to transform their...

• Report Measure What Matters In Modern Technology Operations

  Performance Management: The Modern Technology Operations Playbook

  February 23, 2021 | Rich Lane

  Many infrastructure and operations (I&O) leaders and their teams struggle with how to measure the performance of the services they deliver in a business context. Use this report to: 1) pinpoint the...

• Report Benchmark Against Best Practices To Optimize CRM Performance

  Benchmarks: The CRM Playbook

  February 23, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM can't afford failed technology initiatives. We surveyed 160 business and tech...

• Blog Inside The Black Box: Designing Sensors To Decode B2B Buying Signals

  February 23, 2021

  Today’s B2B buyers expect interactions and information gathering to occur on their terms across digital and non-digital tactics. To enable these post-linear buying journeys, marketers must design...

• Blog Why Citi’s $500M Mistake Is Really A Design Debt Interest Payment

  February 23, 2021 | Andrew Hogan

  Bad user interface design just cost Citi $500M: Three employees using poorly designed software accidentally sent $900M to one of its client’s creditors instead of $7.8M — then, when creditors...

• 

  Webinar The State Of Chat In Retail: The Current And Future States

  February 23, 2021 | Julie Ask, Nicole Murgia, Hailey Colin

  Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 113 top brands,...

• Blog Facebook’s Ban On News Is A Blow To Consumers, Not Regulators

  February 22, 2021

  UPDATE: On February 22, Facebook announced that it would restore access to news media content in Australia. This decision was taken after the Australian government agreed to changes within the...

• Report Transform Customer Processes And Systems To Improve Experiences

  Executive Overview: The CRM Playbook

  February 22, 2021 | Kate Leggett

  The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

• Report Now Tech: Cross-Channel Campaign Management, Q1 2021

  Forrester's Overview Of 42 Cross-Channel Campaign Management Providers

  February 22, 2021 | Rusty Warner

  You can use cross-channel campaign management (CCCM) solutions to better understand your customers, orchestrate digital and offline customer experiences, and propel your brand strategy from...

• Report Research Overview: 5G Technology, Products, And Services

  A Guide To Help Tech Organizations Optimize The Use Of 5G In The Business

  February 22, 2021 | Andre Kindness, Michele Pelino

  3G and 4G services gave birth to the mobile mindset; 5G will change the way businesses engage their customers and operate. A cornucopia of new 5G technology features will challenge professionals on...

• Report The EX Transformation Workhorse: Employee Journey Mapping

  Roadmap: The Employee Experience Playbook

  February 22, 2021 | David Johnson, Joana de Quintanilha

  Your understanding of the employee experience (EX) at your firm will remain hazy as long as you rely on annual snapshots of employee engagement. Why? Because surveys can't go deep enough to...

• Blog Automation Will Reshape Australia’s Job Market For Decades To Come

  February 22, 2021

  Seven years ago, you could have been forgiven for thinking that every second person you knew would be unemployed in just over a decade. Headlines at the time were sensational and alarmist after...

• Report Firms With Advanced Marketing Teams Grow Faster And Focus On People

  Landscape: The Experience-Led Marketing Playbook

  February 22, 2021 | Mary Pilecki

  Using data from the Forrester Analytics Business Technographics® Marketing Survey, 2020, which assessed the marketing innovation maturity of firms around the world, this report offers CMOs insights...

• Report Future Jobs: Australia's Automation Dividends And Deficits, 2020 To 2030

  A Future Of Jobs Series Report

  February 22, 2021 | Sam Higgins, Satish Meena, J. P. Gownder

  While the advent of AI and robotics will inevitably lead to job losses or automation deficits, these forces will affect different occupations at different times and in different ways. To help you...

• Report The Forrester Wave™: Agile Content Management Systems (CMSes), Q1 2021

  The 15 Providers That Matter Most And How They Stack Up

  February 22, 2021 | Nick Barber

  In our 26-criterion evaluation of content management system (CMS) providers, we identified the 15 most significant ones — Acquia, Adobe, Amplience, Automattic, Bloomreach, Contentful, Contentstack,...

• Blog New Research Announcement — Now Tech: European Cybersecurity Consulting Providers, Q1 2021

  February 22, 2021 | Paul McKay

  I just launched a Now Tech that lists out the major firms participating in the European cybersecurity consulting market, which has undergone a radical transformation in the last 12 months....

• Blog Agile CMS Moves The Market Beyond Headless — The Just-Released Forrester Wave™ Evaluation

  February 22, 2021 | Nick Barber

  Agile content management systems (CMSes) build on the momentum of nearly 30 years of delivering modern, digital, internet-powered experiences. With a nod to both developers and practitioners, agile...

• Report Digital Store Analytics Tech For The New Normal

  Performance Management: The Digital Store Playbook

  February 19, 2021 | James McCormick, Scott Compton

  A new crop of emerging technologies, and the solutions they power, will unleash a new cycle of rising expectations from buyers and employees, as well as changing behaviors and disruption. This...

• Blog How PCC Turned Its Undifferentiated Rewards Program Into A Loyalty And Engagement Driver

  February 19, 2021 | Emily Collins

  Another undifferentiated loyalty program focused on cookie-cutter transactional rewards and lacking in customer insights. Does it sound familiar? Programs like this saturate the market even when...

• Report Increase Engagement With A Customer-Centric Loyalty Program Refresh

  Case Study: How PCC Community Markets Deployed An Enterprisewide Approach To Loyalty

  February 19, 2021 | Emily Collins, Sarah Dawson

  Earning customer loyalty demands more than implementing a rewards program. Seattle-based PCC Community Markets (PCC), the largest community-owned food market in the US, used an enterprisewide...

• Report Now Tech: Voice-Of-The-Customer (VoC) Vendors, Q1 2021

  Forrester's Overview Of 39 VoC Providers

  February 19, 2021 | Faith Adams

  You can use voice-of-the-customer (VoC) tools to collect and analyze customer feedback and data, socialize the information, inform customer experience (CX) improvements, and track the results of...

• Report Gauge Your Digital Business Maturity

  The Assessment Report In The Digital Business Playbook

  February 19, 2021 | Ted Schadler, Pascal Matzke, Martin Gill

  Digital business transformation is a journey, not a destination. This report guides digital business leaders through Forrester's digital business maturity assessment so you can gauge where your...