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  • Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    January 15, 2021 | Ian Jacobs, Kate Leggett

    Customer service leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer...

  • Report Technologists — And The Business — Must Execute At The Speed Of DevOps

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

    Intermediate organizations have the customer experience (CX) basics well in hand. They've broken down silos, institutionalized customer- and employee-centricity, and built a foundation of agile...

  • Report IoT Transforms Supply Chain Management

    Assess Opportunities To Enhance Your Supply Chain Processes Using IoT Solutions
    December 11, 2020 | Michele Pelino, Paul Miller

    Across verticals, enterprises use a variety of internet-of-things (IoT)-enabled processes to transform their end-to-end supply chain operations. This report identifies areas where IoT solutions...

  • Report Analytics, Cloud, And Intelligent Content Services: Stay Ahead Of The Curve

    Benchmarks: The Enterprise Content Management Playbook
    November 6, 2020 | Cheryl McKinnon

    Benchmarks provide enterprise architecture (EA) professionals and their content management program peers with data to inform their roadmaps. Use this report to gauge how other organizations invest...

  • Forum Data Strategy & Insights

    Thought leadership, strategic direction, and networking opportunities needed to shape your data and analytics strategy for the coming decade.
    October 14, 2020 | Live Virtual Experience | Brandon Purcell, Noel Yuhanna, Boris Evelson

    Are you ready to turn your organization into an insights-driven enterprise? Join more than 20 Forrester analysts, industry speakers, and over 650 data and analytics practitioners for two days at...

  • Report The Art And Science Of Retail eCommerce

    Executive Overview: The Retail eCommerce Playbook
    July 6, 2020 | Sucharita Kodali

    Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they're not missing either opportunities for direct online sales or ways that...

  • Report Benchmark Your Digital Supply Chain For Resilience In The Age Of The Customer

    Forrester's Self-Assessment Supports The Case For Making Traditional Supply Chains Digital
    June 4, 2020 | George Lawrie

    Forrester has demonstrated the critical significance of continuously improving customer experience (CX) to enterprises. But apart from digital downloads, the quality of CX depends on your digital...

  • Report How To Evaluate Marketing Technology Performance

    Performance Management: The Enterprise Marketing Technology Playbook
    May 21, 2020 | Joe Stanhope

    B2C marketing is dependent on technology, making it imperative to measure marketing technology's (martech's) performance. A strong measurement program allows firms to effectively align resources,...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Understand The State Of Identity And Access Management, 2020

    Benchmarks: The Identity And Access Management Playbook
    April 21, 2020 | Sean Ryan, Andras Cser

    This data-driven report provides spending and technology adoption benchmarks for security and risk (S&R) leaders responsible for developing a comprehensive identity and access management (IAM)...

  • Report The State Of Retailing Online 2020: Marketing, Omnichannel, And Mobile

    Landscape: The Retail eCommerce Playbook
    April 21, 2020 | Sucharita Kodali

    Forrester surveyed online retailers in its annual "The State Of Retailing Online" study in partnership with the National Retail Federation (NRF). Overall retail continues to grow, including online...

  • Report The State Of CX Management Maturity, 2019

    The Benchmark Report In The CX Transformation Playbook
    April 17, 2020 | Rick Parrish

    Even a track record of providing high-quality customer experience (CX) is no guarantee of future CX success. Organizations that want to provide great customer experience reliably for years to come...

  • Report Create A Benchmark Strategy For Your Enterprise Collaboration Technology

    Benchmarks: The Enterprise Collaboration Playbook
    March 5, 2020 | Art Schoeller

    Enterprise collaboration (EC) is independent of any specific technology, tool, or service. However, the breadth and depth of adoption and effective use of EC varies widely. This report provides a...

  • Report The State Of Data Security And Privacy, 2020

    Benchmarks: The Data Security And Privacy Playbook
    February 27, 2020 | Heidi Shey

    This data-driven report outlines breach trends, data security and privacy technology adoption trends, and related trends in global firms for 2019 through 2020. Understanding these trends and their...

  • Report Omnichannel Retail Capabilities Benchmark In Singapore

    November 18, 2019 | Xiaofeng Wang, Tom Mouhsian

    Forrester's 2019 Retail Omnichannel Capabilities Assessment benchmarked six retailers in Singapore. Digital business executives at retailers can use this report to understand how their omnichannel...

  • Report Digital Store Capabilities Benchmark In Singapore

    November 18, 2019 | Xiaofeng Wang, Tom Mouhsian

    Forrester's 2019 Digital Store Capabilities Assessment benchmarked six retailers in Singapore. Digital business executives at retailers can use this report to understand how their digital store...

  • Report The Top 10 NPS Questions Answered

    What CX Professionals Should Know About Net Promoter Score
    November 7, 2019 | Maxie Schmidt-Subramanian

    Since its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...

  • Report The State Of Customer Analytics 2019

    Landscape: The Customer Analytics Playbook
    November 5, 2019 | Brandon Purcell, Emily Miller

    In this report, we give customer insights (CI) pros key benchmarks to plan their customer analytics capability. Compared with our 2018 benchmarks, we see firms adopting more analytical techniques...

  • Report Use Objectives And Key Results To Build A Better Strategic Product Portfolio

    Benchmarks: The Agile Software Leadership Playbook
    August 23, 2019 | Margo Visitacion

    Customer-focused organizations continue to struggle with how to measure the impact of programs. Traditional key performance indicators (KPIs) don't give them enough visibility into portfolio...

  • Report The US Healthcare Security Benchmark, 2018 To 2019

    Healthcare Pros Must Spend Wisely To Counter Increasing Complexity
    July 5, 2019 | Chris Sherman, Salvatore Schiano, Jeff Becker

    In the past, IT security teams within US healthcare providers had much smaller budgets than those within other industries. This is no longer the case, as budget increases in healthcare have come as...

  • Report Forrester Infographic: Learn From The Best In Your Digital Transformation Journey

    The Benchmark Report In The Digital Business Playbook
    April 3, 2019 | Ted Schadler, Mike Chirokas

    Digitally advanced firms are markedly different: By innovating at the intersection of experiences and operations, embracing emerging technology, partnering omnivorously, and building digital...

  • Report The State Of Retailing Online 2019: Omnichannel, Marketing, And Personalization

    Benchmarks: The Retail eCommerce Playbook
    March 25, 2019 | Sucharita Kodali

    Forrester conducts the annual "The State Of Retailing Online" study by the National Retail Federation (NRF). This research summarizes attitudes and investments that retailers and digital business...

  • Report The State Of IT Maturity, 2018

    The Benchmark Report In The IT Transformation Playbook
    February 25, 2019 | Bobby Cameron

    Forrester surveyed nearly 10,000 global business and technology decision makers to better understand what mature technology leaders are doing to meet their firms' customer-obsessed business needs....

  • Report Five Key Trends To Benchmark DevOps Progress

    Benchmarks: The Modern Technology Operations Playbook
    January 31, 2019 | Charles Betz, Will McKeon-White

    To succeed in the digital age, infrastructure and operations (I&O) professionals must keep abreast of market trends and benchmark across many facets of their business and technology practices. This...

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