Search Results

• 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...

• Report Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

  Intermediate Level: The CX Transformation Playbook

  February 5, 2021 | TJ Keitt

  Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...

• Report The Five Factors That Supercharge CX Enablement

  Advanced Level: Enablement Practices For CX Transformation

  February 5, 2021 | TJ Keitt

  To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their...

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  Playbook The Employee Experience Playbook For 2021

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

  The time has come for businesses to retire ineffective employee experience (EX) practices and develop EX programs that attract, retain, and cultivate the modern worker. This playbook helps...

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• Report The Future Of Documents

  A Look Beyond The Paradigm Of Paper And Into Opportunities For Innovation

  December 9, 2020 | Cheryl McKinnon

  Application development and delivery (AD&D) professionals can drive innovation in one of the most fundamental business activities: the creation and distribution of documents. Despite more than 30...

• Report The Path To Customer Obsession Is Paved With Enterprise Collaboration

  Vision: The Enterprise Collaboration Playbook

  October 20, 2020 | Art Schoeller

  To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged...

• 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...

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  Webinar Yes, Government EX Can Get Better!

  September 25, 2020 | Judy Weader, Rick Parrish, Andrew Hewitt

  Government organizations with a better employee experience (EX) enjoy greater productivity, resilience, and employee pride. Unfortunately, government lags behind the private sector in EX quality,...

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  Webinar An Exec's Guide To The Internet Of Things: How To Start From Business Value

  August 6, 2020 | Frank Gillett, Paul Miller, Michele Pelino

  How does internet of things (IoT) technology fit into business strategy? A common mistake is to start with technology first. This webinar maps out how to put IoT in the context of business value...

• Report Setting The Technology Foundation For Your Enterprise Collaboration Strategy

  Tools And Technology: The Enterprise Collaboration Playbook

  July 10, 2020 | Art Schoeller

  Many organizations are making a fundamental bet on enterprise collaboration (EC) to link the various roles in the customer experience ecosystem and make worker effectiveness and engagement into a...

• Report Apply Enterprise Service Management To Your Industry Processes

  From Trains To Telcos, ESM Is Reshaping Knowledge Work

  June 30, 2020 | Charles Betz, Will McKeon-White

  Enterprise service management (ESM) is expanding once again. Avid ESM users are already moving from initial successful use cases in HR and facilities to business operations for specific processes...

• Report Research Overview: Internet Of Things

  An Executive's Guide To Success With IoT

  June 26, 2020 | Frank Gillett

  Firms are using the technologies of the internet of things (IoT) to upgrade their products, transform operations, and gain new insights about real-world events throughout their ecosystems. This...

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  Webinar Supercharge Your Collaboration And Communication Strategy In The COVID-19 Era

  June 18, 2020 | Nick Barber

  COVID-19 has massively disrupted employee experience and how companies interact with customers through events. During this webinar, we explore the challenges that US employees face in working...

• 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...

• 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 Forrester Wave™: Email Marketing Service Providers, Q2 2020

  The 13 Providers That Matter Most And How They Stack Up

  May 12, 2020 | Shar VanBoskirk

  In our 23-criterion evaluation of email marketing service providers, we identified the 13 most significant ones — Acoustic, Adobe, Bluecore, Braze, Cheetah Digital, Cordial, dotdigital, Epsilon,...

• 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...

• Report Now Tech: Collaborative Work Management Tools, Q2 2020

  Forrester's Overview Of 25 Collaborative Work Management Providers

  May 7, 2020 | Margo Visitacion

  Application development and delivery (AD&D) professionals use collaborative work management (CWM) to empower employees to deliver successful outcomes, increase agility while maintaining...

• Report Detail Your Three IoT Scenarios

  Segmenting The Application Of Internet Of Things Across Products, Assets, And Ecosystem Sources

  May 6, 2020 | Frank Gillett

  Execs can use internet of things (IoT) in three scenarios: product IoT, operations IoT, and ecosystem IoT. This report lays out the details of each scenario with subcategories for how they will...

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

  April 17, 2020 | Andrew Hewitt, Michele Pelino, Merritt Maxim

  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 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 Now Tech: Email Marketing Vendors, Q1 2020

  Forrester's Overview Of 34 Email Marketing Providers

  January 22, 2020 | Shar VanBoskirk

  You can use email marketing to create better brand experiences, establish customer relationships, and experiment. But to realize these benefits, you'll first have to select from a diverse set of...

• Report Forrester Infographic: The Insights-Driven Business Responsibility Matrix

  Maturity, Company Size, And Diversification Dictate Roles And Responsibilities

  January 7, 2020 | Boris Evelson

  Everyone's job is no one's job — which is why you need a clear responsibility and ownership matrix, especially for data and analytics roles and responsibilities within a company. The...