Search Results

• Report Integrated Value Stream Management Benefits Business and Development Leaders

  Roadmap: The Agile Software Leadership Playbook

  February 24, 2021 | Margo Visitacion, Christopher Condo

  Business leaders see development as a black box and struggle to understand its costs and priorities. Meanwhile, development leaders are often left in the dark regarding business cases and feature...

• Report Mitigate CRM Risks With Sound Deployment Practices

  Processes: The CRM Playbook

  February 24, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support front-office business processes cannot afford failed technology projects. Customer...

• Report Benchmark Against Best Practices To Optimize CRM Performance

  Benchmarks: The CRM Playbook

  February 23, 2021 | Kate Leggett

  To succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM can't afford failed technology initiatives. We surveyed 160 business and tech...

• Report Transform Customer Processes And Systems To Improve Experiences

  Executive Overview: The CRM Playbook

  February 22, 2021 | Kate Leggett

  The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

• Report Vendors Battle For The Heart Of The Contact Center

  Landscape: The Contact Centers For Customer Service Playbook

  February 19, 2021 | Art Schoeller, Kate Leggett, Ian Jacobs

  The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros...

• Report The Forrester Tech Tide™: Continuous Software Delivery, Q1 2021

  Tools And Technology: The Modern Application Delivery Playbook

  February 12, 2021 | Diego Lo Giudice, Christopher Condo

  Continuous software delivery (CSD) is critical to firms' ability to win, serve, and retain customers. To accelerate their performance in CSD, companies are evaluating and adopting a range of...

• Report Choose The Right CRM Solutions For Your Organization

  Tools And Technology: The CRM Playbook

  February 12, 2021 | Kate Leggett

  The CRM technology landscape is changing with the commoditization of core features, the fragmentation of CRM, the rise of platforms and ecosystems of value, and the need to provide...

• Report The State Of Robotic Process Automation Maturity In Asia Pacific

  Buyer Analysis Reveals Trends In People, Process, Technology, And Governance

  February 1, 2021 | Leslie Joseph

  Firms in the Asia Pacific (APAC) region were not the first to the robotic process automation (RPA) party. However, they have been drivers for a recent and sustained surge of interest. To understand...

• Report Forrester Infographic: Conversational AI Raised Efficacy But Not CX During The Pandemic In Asia

  January 20, 2021 | Vasupradha Srinivasan

  Most organizations see value in service automation, especially when managing a crisis. Many have also made significant investments in service automation as a way to improve efficiency and customer...

• Report The Forrester Tech Tide™: Contact Center Technologies For Customer Service, Q1 2021

  Twenty Technologies Underpin Customer Service

  January 19, 2021 | Kate Leggett, Ian Jacobs, Art Schoeller

  Customer service is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in customer service, companies are evaluating and adopting a...

• 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 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 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 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 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 2025

  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 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 Win Funding For Your Customer Service Project

  Business Case: The Contact Centers For Customer Service Playbook

  August 14, 2020 | Ian Jacobs, Kate Leggett

  In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

• Report Scaling Agile: What The Spotify Approach Can Do For You

  Roadmap: The Modern Application Delivery Playbook

  August 7, 2020 | Diego Lo Giudice

  Spotify's model for scaling Agile software delivery has gained interest among enterprises and application development and delivery (AD&D) pros alike, which we learned in our research and interviews...

• Report Now Tech: API Management Solutions, Q3 2020

  Forrester's Overview Of 30 API Management Providers

  July 29, 2020 | Randy Heffner

  Companies use API management solutions as a foundation to enable digital transformation, manage relationships with external and internal API users, and drive business value from APIs. But to access...

• Report The Forrester Wave™: Supplier Risk And Performance Management Platforms, Q3 2020

  The 10 Providers That Matter Most And How They Stack Up

  July 28, 2020 | Duncan Jones

  In our 24-criterion evaluation of supplier risk and performance management (SRPM) providers, we identified the 10 most significant ones — Aravo Solutions, Avetta, Coupa Software, GEP, HICX...