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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report The State Of Customer Analytics 2020

    Landscape: The Customer Analytics Playbook
    March 11, 2021 | Brandon Purcell

    In this annual report update, we share key data so customer insights (CI) pros can benchmark to plan their capabilities. Compared with our 2019 benchmarks, we see firms adopting more analytical...

  • Report Chief Data Officers: Invest In Your Data Sharing Programs Now

    With B2B Data Sharing, Benefits Are Greater Than The Sum Of Its Parts
    March 11, 2021 | Jennifer Belissent, PhD

    Data sharing is on the rise: 35% of data and analytics decision-makers using external data sources share or exchange data with suppliers and partners. But it doesn't come easily for everyone. To...

  • Report Evolve Your Culture Work Practice

    Advanced Level: Culture Practices For CX Transformation
    March 5, 2021 | Angelina Gennis

    This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies: 1) follow an effective and documented process for how to...

  • 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 Forrester Infographic: State Of Consumer Authentication 2020

    January 27, 2021 | Andras Cser

    Customers' sentiment about consumer authentication plays a significant role in how S&R, marketing, and CX professionals select the authentication measures and technologies that provide adequate...

  • 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 Agile And Design Teams: Better Together

    Improve CX And EX With Great Collaboration Between Designers And Developers
    January 21, 2021 | Karine Cardona-Smits

    Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don't rely on the same workflow,...

  • Report The Best Tech Leaders Develop And Unleash Creative People

    Advanced Level: People Practices For IT Transformation
    January 8, 2021 | Gordon Barnett

    CIOs attaining an intermediate maturity level in their IT transformation efforts may operate well; however, their organizations often lack the culture, talent, and structure it takes to be a market...

  • Report Chief Data Officers: Evolve Your Teams To Accelerate Impact From Data Insights

    January 5, 2021 | Jennifer Belissent, PhD

    In many organizations, the chief data officer (CDO) role has evolved to become more of a chief insights officer with purview over both data and analytics. With a single role responsible for the...

  • Report Implement Essential Change Management Practices To Improve Digital Experience Delivery

    Continuous Improvement: The Digital Experience Delivery Playbook
    December 29, 2020 | Joe Cicman, Caleb Ewald

    So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now you must create a...

  • Report Multinational Firms Must Quickly Adapt To The UK's Divergence From EU Privacy Standards

    December 3, 2020 | Enza Iannopollo

    With Brexit negotiations coming to an end and a deal with the EU still out of sight, data protection matters are more uncertain than ever. Meanwhile, the UK data protection regulator is softening...

  • Report Understand AR's Beneficiary Landscape

    Landscape: The Industry Analyst Relations Playbook
    December 1, 2020 | Kevin Lucas

    Analyst relations (AR) can help a vendor win, serve, and retain customers. But whether the AR team is supporting its traditional beneficiaries or not, it typically guesses at the detail of their...

  • Report Develop Five Processes To Drive Ongoing ECM Program Success

    Processes: The Enterprise Content Management Playbook
    October 26, 2020 | Cheryl McKinnon

    Program governance, information governance, implementation, continuous improvement, and support services are the primary processes that help firms design a sustainable enterprise content management...

  • Report Organizing For Success In Collaboration

    Organization: The Enterprise Collaboration Playbook
    October 23, 2020 | Art Schoeller

    Too often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish...

  • Report Organize Your App-Dev Teams With Agile And DevOps

    Organization: The Modern Application Delivery Playbook
    October 9, 2020 | Diego Lo Giudice

    Application development and delivery (AD&D) leaders are embracing modern application delivery practices and taking the steps they need to transform their organizations. This means changing culture,...

  • Report Assess And Enhance Your Modern Application Delivery Journey

    Assessment: The Modern Application Delivery Playbook
    October 2, 2020 | Diego Lo Giudice

    Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many application development and delivery (AD&D) leaders know they need to improve, but...

  • Report Invest In Fresh Skills As ECM Shifts To Modern Content Platforms

    Organization: The Enterprise Content Management Playbook
    September 11, 2020 | Cheryl McKinnon

    As enterprise content management (ECM) investments shift to content services and cloud deployment models, the composition of the program team will change. Enterprise architecture (EA) professionals...

  • Report It's Time For Retail Stores To Open Their Doors To The Digital Org

    Organization: The Digital Store Playbook
    August 28, 2020 | Brendan Witcher

    In the age of the customer — and especially in the midst of a pandemic — channel-specific strategies, tactics, and organizational structures become irrelevant and (worse) potentially crippling. To...

  • Report The State Of Disaster Recovery Preparedness In 2020

    Review Business And IT Risks With Evolving Business Operations
    August 24, 2020 | Naveen Chhabra

    Technology outages damage customer confidence in a business. While infrastructure and operations (I&O) leaders have more tools at their disposal to prepare themselves to recover from any type of...

  • Report Operational AR During A Pandemic

    Adjust Your Approach To Deliver Value Continuously
    August 4, 2020 | Kevin Lucas

    A pandemic shakes up a vendor and its analyst relations (AR), leaving AR people uncertain about where to focus. Their instinct is to protect their existing AR programs, but new vendor priorities...

  • Report The Future Of Banking Is Built On Trust

    Vision: The Digital Banking Strategy Playbook
    July 29, 2020 | Jacob Morgan, Alyson Clarke

    The economics of the next decade will challenge banks. COVID-19 has shifted the focus but will not dominate the future narrative. Leading banks are pivoting and rebooting their strategy —...

  • Report Top 10 Recommendations For Private Cloud Success

    What You Call It Doesn't Matter, But Defining Scope And Governance Is Crucial
    July 1, 2020 | Tracy Woo, Chris Gardner

    Despite reportedly high private cloud adoption, Forrester continues to see enterprises that are struggling with build-out. Success with private cloud comes only through embracing self-service, full...

  • Report Collaboration Success Hinges On Effective Change Management

    Continuous Improvement: The Enterprise Collaboration Playbook
    June 19, 2020 | Art Schoeller

    For two decades, companies have introduced new and potentially better tools to help employees collaborate, only to see tepid adoption. In the past several years, employees have begun to...

  • Report Building A Customer-Obsessed IAM Team

    Organization: The Identity And Access Management Playbook
    June 3, 2020 | Andras Cser, Sean Ryan

    For security and risk (S&R) leaders building a comprehensive customer identity and access management (CIAM) strategy for their digital business, this report provides job descriptions and an...

  • Report One Customer, One Organization, One P&L

    Organization: The Omnichannel Commerce Playbook
    May 19, 2020 | Brendan Witcher

    In the age of the customer, channel-specific strategies, tactics, and organizational structures become irrelevant. Why? Customers expect seamless and connected journeys. Companies must therefore...

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