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• Report Transform The Contact Center For Customer Service Excellence

  Executive Overview: The Contact Centers For Customer Service Playbook

  January 15, 2021 | Kate Leggett

  Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

• 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 Now Tech: Virtual Healthcare Platforms, Q1 2021

  Forrester's Overview Of 28 Virtual Healthcare Platform Providers

  January 14, 2021 | Arielle Trzcinski

  Healthcare organizations (HCOs) can use virtual care (VC) to increase the capacity of existing clinical teams, improve clinical outcomes and lower medical spend for patients and members, and defend...

• Report Research Overview: Technology And Software Services

  A Guide To Forrester's Application And Infrastructure Services Research

  January 12, 2021 | Amanda LeClair

  Tech and software services buyers face a complex landscape. Many services providers position as end-to-end digital transformation partners or the top partner for a specific platform, but when it...

• Report Agile Software Leadership Drives Customer-Obsessed Company Success

  Executive Overview: The Agile Software Leadership Playbook

  January 8, 2021 | Chris Gardner, Margo Visitacion

  More than ever before, companies are under pressure to deliver continuous value to their customers, and agile delivery practices have become part of the mainstream as a result. But it's becoming...

• Report Adopt Agile And DevOps To Drive Digital Business Success

  Executive Overview: The Modern Application Delivery Playbook

  January 6, 2021 | Chris Gardner, Jeffrey Hammond

  Every business is now a digital business. Companies are scrambling to respond to consumers' higher expectations and nimbler competitors. Application development and delivery (AD&D) organizations...

• Report Digital Operations Platforms: The Core Of Your Future Fit Tech Strategy

  Executive Overview: The Digital Operations Platforms Playbook

  January 6, 2021 | Liz Herbert

  Enterprises cannot achieve great customer success, digital disruption, and long-term growth and profitability without the right approach to core enterprise applications. To thrive, application...

• Report Rethink Metrics To Gain DX Traction

  Performance Management: The Digital Experience Delivery Playbook

  January 4, 2021 | Joe Cicman, Caleb Ewald

  Traditional, centralized application development and delivery (AD&D) teams often measure only two things: time and budget. Without the right metrics, AD&D doesn't have clarity about digital...

• Report Assess Your Digital Experience Delivery Maturity

  Assessment: The Digital Experience Delivery Playbook

  December 31, 2020 | Nick Barber, Joe Cicman

  Application development and delivery (AD&D) professionals should assess their maturity in delivering customer-obsessed digital experience (DX) initiatives. But how? Forrester's self-assessment...

• Report Build An Outside-In Contact Center Roadmap

  Roadmap: The Contact Centers For Customer Service Playbook

  December 31, 2020 | Art Schoeller

  In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center roadmap in the context of a broader customer experience (CX)...

• Report Quantifying The Business Value Of SaaS DOP Investments

  Business Case: The Digital Operations Platforms Playbook

  December 30, 2020 | Liz Herbert, Adam Schlegel

  As firms look to replace old legacy enterprise resource planning (ERP) solutions with modern digital operations platforms (DOPs) to drive business agility and customer outcomes, they're...

• Report Assess Your Agile Software Leadership Management Maturity

  Assessment: The Agile Software Leadership Playbook

  December 29, 2020 | Margo Visitacion

  Placing the customer at the center of the strategy puts increased emphasis on the role of agile software leadership in integrated planning and delivery. This report and assessment tool allow...

• Report Digital Transformation Requires Development Transformation

  Vision: The Modern Application Delivery Playbook

  December 29, 2020 | Jeffrey Hammond, Diego Lo Giudice, Christopher Condo

  Most IT organizations don't have the right operational models to develop and deliver great digital experiences. This report makes a case that digital and software development leaders should take a...

• 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 Planning And Delivery Ecosystem: The Central Nervous System For Delivering Business Strategy

  Tools And Technology: The Agile Software Leadership Playbook

  December 22, 2020 | Margo Visitacion

  CRM and enterprise resource planning (ERP) are familiar enterprise systems of record for customer and financial transactions, respectively. However, there's no equivalent system that informs firms...

• Report Embrace Event-Driven Architecture To Drive Agility, New Channels, And New Partnerships

  Event-Driven Architecture Is The Key To Unlock Your Data Silos

  December 18, 2020 | David Mooter

  As data continues to grow in value, it is vital that businesses unsilo their data. Rapid growth, the pivot to public cloud, and M&A make data integration an even greater challenge. Event-driven...

• Report The Market For Microsoft Business Applications Services Will Hit $10.3 Billion In 2023

  Implementation Service Providers Race To Build Solutions And Capabilities

  December 17, 2020 | Leslie Joseph

  Microsoft's portfolio of business applications in the cloud encompasses Dynamics 365 and Power Platform. These applications have seen significant growth, supported by a fast-growing but fragmented...

• Report Opportunities And Risks Accompany The Use Of Employee Collaboration And Meeting Technology

  Video, Audio, And Chat Just Got More Complicated For Enterprises

  December 11, 2020 | Cheryl McKinnon, Art Schoeller, Heidi Shey

  Hundreds of millions of workers are on chats, video, and audio calls each day, with many working from home — this is the "new normal." Application development and delivery (AD&D) leaders and their...

• 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 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 The Critical Role Of Policy In Enterprise Collaboration

  Processes: The Enterprise Collaboration Playbook

  October 21, 2020 | Art Schoeller

  A clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy,...

• 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 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 Gain A Competitive Advantage Through Enterprise Collaboration

  Executive Overview: The Enterprise Collaboration Playbook

  September 4, 2020 | Art Schoeller

  Many collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration (EC) strategy engages employees and connects the...