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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 Don't Miss Your Anywhere-Work Opportunity

    An Office + Anywhere Hybrid Work Strategy Creates Compounding Interest For Your Organization That You Won't Want To Ignore

    C-level leaders know they are on the hook for an anywhere-work strategy beyond the pandemic. A striking 75% of CEOs surveyed expect their office spaces to shrink. But many aren't sure what benefits...

  • Report Best Practices: Mitigating Insider Threat

    Processes: The Zero Trust Security Playbook

    Whether accidental or malicious, insider incidents can result in financial fraud, privacy abuses, intellectual property theft, or damage to infrastructure. It's difficult for security pros to...

  • Report Choose The Optimal Type Of AR Program To Drive Your Firm's Business Results

    Business Case: The Industry Analyst Relations Playbook
    January 26, 2021 | Kevin Lucas

    Analyst relations (AR) novices think that there's a one-size-fits-all AR program that they can copy. For example, if they're short on money, staff, and knowledge, churning out a briefing program to...

  • Report Five Practices To Succeed With Your Retail E-Commerce Strategy

    Processes: The Retail E-Commerce Playbook
    January 15, 2021 | Sucharita Kodali

    Retail e-commerce has well over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report...

  • Report It's Time For CMOs To Pay More Attention To Employees

    The CMO And CHRO Relationship Grows In Importance As Crises Continue To Emerge
    July 27, 2020 | Thomas Husson

    Brands hold as much meaning for employees as for customers, especially in a crisis. CMOs play a key role in shaping and communicating the company culture, which helps acquire, inspire, and retain...

  • Report Job Description: Director Of Threat Intelligence

    The Infosec Renaissance Pro
    July 13, 2020 | Brian Kime

    Security and risk (S&R) professionals frequently struggle to maximize the value of their investments in threat intelligence solutions. Improperly treating threat intelligence as a technical control...

  • Webinar COVID-19's "4D" Impact On Rethinking Workforce Strategies And Technologies: Lessons From The Front Line

    June 30, 2020 | Mark Brandau

    COVID-19 has forced a massive rethink of workforce strategies and technologies. During this webinar, we explore the "4D" impact the pandemic has created — reviewing each of the four Ds,...

  • Report PEAK Coaching: Level Up Your Leaders To Drive Performance

    Processes: The Employee Experience Playbook
    June 29, 2020 | Katy Tynan

    Coaching isn't a new concept in the realm of leadership practice. Yet few organizations have invested in developing managers at all levels to become coaches who can systematically support and drive...

  • Report Fix Toxic Security Culture Before It Kills Your Innovation

    How To Deal With A Toxic Security Team Culture
    June 4, 2020 | Jinan Budge

    Security teams must stay focused to serve their primary purpose of protecting customers and employees from malicious attackers. However, because of the pressure and stress that security pros face,...

  • Webinar Introducing The Forrester Wave™ Evaluation Of Cloud HCM Suites, Q2 2020

    Discover The Top Vendors That Can Help You Reignite Your Workforce In A Post-COVID-19 World
    May 28, 2020 | Mark Brandau

    This year’s Forrester Wave evaluation of cloud human capital management (HCM) suites represents a fresh view on the global HCM vendors. In reviewing 11 key vendors, we’ve reset most of...

  • Report Maintain Your Security Edge: Develop And Retain Cybersecurity Talent

    Continuous Improvement: The Zero Trust Security Playbook
    May 26, 2020 | Heidi Shey, Jinan Budge

    Complacency, lack of diversity, and a focus on technologies over people are threats to the business. In an environment of competitive hiring and fast-evolving threats, security leaders must invest...

  • Report The Forrester Wave™: Cloud Human Capital Management Suites, Q2 2020

    The 11 Providers That Matter Most And How They Stack Up
    May 14, 2020 | Mark Brandau

    In our 30-criterion evaluation of cloud human capital management (HCM) suite providers, we identified the 11 most significant ones — ADP; Ceridian; Kronos; Meta4, A Cegid Company; Oracle Cloud HCM;...

  • 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 The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

    The 10 Providers That Matter Most And How They Stack Up
    March 11, 2020 | Ian Jacobs

    In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland,...

  • Report Healthcare 2020: The State Of The Doctor-Patient Relationship In The US

    Key Findings From A Forrester And HIMSS Annual Benchmark Study Of Patient And Provider Experiences
    March 10, 2020 | Jeff Becker, Arielle Trzcinski, Annalise Clayton

    The patient and provider experience is deteriorating against a changing landscape. Increasing competition and high costs of care threaten the success of traditional healthcare providers. To assess...

  • Report Future-Proof Your Workforce Strategy With Adaptive Talent Management

    Get Started Delivering The Future Of Work Today
    February 19, 2020 | Mark Brandau

    Yesterday's approaches to talent management do not support the future of work and customer-obsessed strategies. A new approach that focuses on talent adaptivity is required to effectively support...

  • Report How To Manage Brexit's Impact: CISO Edition

    Focus On Data Protection, Staffing, And Regulatory Alignment
    December 12, 2019 | Paul McKay, Enza Iannopollo

    While the recent UK general election has provided certainty that the first stage of Brexit will happen on January 31, the certainty only persists until the end of 2020. It's still possible that a...

  • Report Blaze A New Path To Successful AR

    December 12, 2019 | Kevin Lucas

    It's one thing to know how to plan an analyst relations (AR) program, but it's another to do so in an unfamiliar company with unfamiliar colleagues, all of whom may have different expectations of...

  • Report Predictions 2020: Employee Experience

    Companies Will Be Bolder, More Controversial In Their EX Transformation Efforts
    October 31, 2019 | Samuel Stern, J. P. Gownder, David Johnson

    An emphasis on corporate values and heightened employee expectations for living those values will pressure firms to get serious about their employee experience (EX) commitments in 2020. The risk of...

  • Report Digital Government Needs Agile Procurement: Six Lessons To Get Started

    October 22, 2019 | Amanda LeClair

    Agile government procurement sounds like an oxymoron. Despite efforts to streamline the procurement process, like the Federal Acquisition Regulation, many government agencies' legacy mindsets...

  • Webinar The Forrester Tech Tide™: Human Capital Management, Q3 2019

    There’s Never Been A Better Time To Rethink Your People Strategy And Operations Investment
    September 26, 2019 | Mark Brandau

    The market for human capital management (HCM) software-as-a-service products continues to expand and evolve rapidly. Vendor consolidation is giving way to new areas of investment. New segments,...

  • Report The Marketing Talent Casting Call

    Intermediate Level: Talent Practices For Marketing Innovation
    September 24, 2019 | Shar VanBoskirk, Brigitte Majewski

    You know your marketing function should lead your company's pivot to customer obsession. And you've already started orchestrating the right mix of old and new talent to change marketing's role....

  • Report How The Home Depot Became A Digital Powerhouse

    Omnichannel Strategy And In-House Talent Created The Top-Ranked Mobile App And A "Digital-Plus-Physical" Culture
    July 19, 2019 | Allen Bonde, Mike Chirokas

    The Home Depot was the top Leader in The Forrester Retail Wave™: US Mobile Apps, Q1 2019, ahead of other digital leaders like Target and Sephora. So, how did it accomplish this? This report...

  • Report Reverse Cybersecurity's Self-Inflicted Staffing Shortage

    Adopt More Realistic Expectations And More Effective Hiring Practices
    July 18, 2019 | Jeff Pollard, Chase Cunningham, Joseph Blankenship

    Every day, we hear news stories, speeches, and vendor pitches that lament our acute cybersecurity talent shortage, one that will take years to address. However, the shortage is largely...

  • Report Forrester Infographic: The State Of DX, 2019: Back To Basics

    June 21, 2019 | Mark Grannan, Mike Chirokas

    What are your 2019 digital experience (DX) priorities? What barriers prevent you from delivering digital experiences? Forrester's H1 2019 Global Digital Experience Panel Online Survey highlights...

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