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The Employee Experience Playbook For 2021

Modern Employee Experience Practices Are Table Stakes For The Customer-Obsessed Firm

Employee experience (EX) continues to gain momentum as the evidence for its impact on business outcomes mounts. But EX is still early in its evolution as a practice, leaving EX leaders with...

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  • Report Now Tech: Unified Endpoint Management, Q2 2021

    Forrester's Overview Of 21 UEM Providers
    April 30, 2021 | Andrew Hewitt, Will McKeon-White

    Infrastructure and operations (I&O) teams can use unified endpoint management (UEM) to better manage employee devices and applications, resulting in improved employee experience (EX), customer...

  • 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 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 Build The Business Case For AIOps

    Justify Your AIOps Investment Using Forrester's Total Economics Impact™ (TEI) Methodology
    April 5, 2021 | Rich Lane

    Enterprises around the globe are rapidly modernizing their businesses and have higher expectations than ever for delivering exceptional digital experience (DX) through agility, automation, and...

  • 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...

  • Webinar Rethink The Smart Office For 2021

    November 16, 2020 | Michele Pelino, Andrew Hewitt

    Despite the move to remote working in 2020, organizations are starting to plan for the return to work in 2021. As we head into the end of 2020, companies are reexamining the technologies,...

  • Webinar Enabling The Next-Gen Workforce

    October 27, 2020 | Andrew Hewitt

    Millennials and Gen Z are a hot topic of discussion among today’s business leaders. But is a focus on age the right way to think about employee enablement and engagement? Early research casts...

  • Report Service Desk 2020: It's All About Employee Experience

    Reliable, Accessible Services Fuel Innovation And Satisfaction
    October 6, 2020 | Charles Betz, Andrew Hewitt

    Although new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. In an era of...

  • Report Research Overview: Modern Technology Operations

    Landscape: The Modern Technology Operations Playbook

    Infrastructure and operations (I&O) professionals want to evolve their organizations to be more flexible and responsive in the face of digital transformation and disruption. DevOps, Agile,...

  • Report The State Of Remote Work, 2020

    Flexible Work Is Now A Business Necessity
    July 6, 2020 | Andrew Hewitt

    The COVID-19 crisis is forcing many companies to reconsider their long-term strategies for flexible working. Remote working is now essential for business continuity and employee retention. Doing it...

  • Report The Cloud CX Value Map

    Use The CX Value Map To Measure Cloud Success Across Your Organization
    June 3, 2020 | Dave Bartoletti, Will McKeon-White

    As enterprises expand their cloud usage, infrastructure and operations (I&O) professionals are increasingly cloud intermediaries and must become better "vendors" of services for their internal...

  • Report IoT Solutions Transform Smart Buildings Into Strategic Productivity Assets

    Extend Opportunities Beyond Efficiency To Include Enhancing Worker Experience
    May 12, 2020 | Michele Pelino, Andrew Hewitt

    Many firms are deploying building management solutions enabled by the internet of things (IoT) to achieve operational and strategic goals. Initial benefits often focus on improving energy...

  • Webinar Today, 5G And Edge Computing Are Advancing IoT Value

    May 12, 2020 | Michele Pelino, James Staten

    Here in 2020, we have arrived at a time when two fantastic technology advancements are dramatically improving real-time, onsite insights about what is going on in your company’s endpoints....

  • Report Forrester Infographic: Differentiate Employee Experience In Smart Building Environments

    As the importance of employee experience (EX) grows, where you work matters even more. Today's workplace is undergoing a renaissance of new digitally connected technologies designed to improve...

  • Report Mind The Cloud Skills Gap

    People: The Cloud Computing Playbook
    March 11, 2020 | Tracy Woo

    After a decade of cloud experience, organizations are facing a talent shortage for all cloud-related skills. Although legacy skill sets translate well to new cloud technologies, the cultural leap...

  • Report Forrester's Enterprise Service Management (ESM) Buying Guide, 2020

    Map ESM Providers To Your Current State, Size, And Priorities
    February 10, 2020 | Charles Betz, Will McKeon-White

    In "The Forrester Wave™: Enterprise Service Management, Q4 2019," we researched, analyzed, and scored enterprise service management (ESM) providers, providing infrastructure and operations (I&O)...

  • Report Enhance Digital Employee Experience With Device-As-A-Service (DaaS)

    The Value Of DaaS Lies In Digital EX Improvement, Not Cost Predictability
    January 23, 2020 | Andrew Hewitt

    Subscriptions are everywhere, and now they're coming to your corporate PCs. Organizations are increasingly interested in adopting device-as-a-service (DaaS) to shift employee device purchasing from...

  • Report Goodbye Desktop Engineering, Hello Digital Experience Architect

    From Patches To Productivity: How Desktop Teams Will Evolve In 2020 To Meet The Needs Of The Modern Workforce
    December 18, 2019 | Andrew Hewitt

    Infrastructure and operations (I&O) professionals increasingly understand the direct link between poor technology experience and employee disengagement, burnout, and attrition. As a result, they're...

  • Webinar Stay On Top Of Five Key Trends In End User Computing For 2020

    December 5, 2019 | Andrew Hewitt

    As the importance of employee experience (EX) rises, the end user computing (EUC) industry is undergoing a fundamental evolution away from cost, security, and manageability. Infrastructure and...

  • Report The Forrester Wave™: Unified Endpoint Management, Q4 2019

    The 13 Providers That Matter Most And How They Stack Up
    November 11, 2019 | Andrew Hewitt

    In our 23-criterion evaluation of unified endpoint management (UEM) providers, we identified the 13 most significant — 42Gears, Baramundi Software, BlackBerry, Citrix, IBM, Ivanti, ManageEngine,...

  • Report Now Tech: Cloud Desktops, Q4 2019

    Forrester's Overview Of 15 Cloud Desktop Providers
    October 10, 2019 | Andrew Hewitt

    You can use cloud desktops to improve employee experience (EX), enhance workforce continuity, and scale business operations rapidly. But to realize these benefits, you'll first have to select from...

  • Report The Forrester Wave™: Enterprise Service Management, Q4 2019

    The 15 Providers That Matter Most And How They Stack Up
    October 10, 2019 | Charles Betz, Will McKeon-White

    In our 23-criterion evaluation of enterprise service management (ESM) providers, we identified the 15 most significant ones — Atlassian, Axios, BMC Software, Broadcom, Cherwell Software, EasyVista,...

  • Report Three Trends Are Transforming The Service Desk

    Increase Service Quality And Speed By Addressing ESM, Collaboration, And Intelligence
    October 2, 2019 | Charles Betz, Will McKeon-White

    Three factors — enterprise service management (ESM), collaboration, and intelligent service management — are driving the transformation of the service desk. To better meet customers' needs and...

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