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  • Report Why And How To Lead A CX Transformation

    The Executive Overview Of The CX Transformation Playbook
    January 27, 2021 | David Truog

    A laser-like focus on CX is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how customers perceive...

  • Report Five Key Stakeholders Will Define Retail In The 2020s

    Vision: The Retail E-Commerce Playbook
    January 27, 2021 | Sucharita Kodali, Fiona Swerdlow

    New business models and new ways of getting goods to consumers have already transformed retail. In the coming years, retailers and brands will bow to tighter scrutiny and accountability by...

  • Report Build The Business Case For Your Digital Investments

    The Business Case Report In The Digital Business Playbook
    January 27, 2021 | Dan Bieler

    You can only improve what you can measure. Businesses must be able to calculate the return on digital investments to justify them. But calculating a precise ROI for digital transformation at the...

  • Report Industry Analyst Relations And Influence

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

    Most industry analyst relations (AR) relies on analysts influencing buyers, partners, journalists, investors, etc. So AR must manage two forms of success: influence by vendors over analysts and...

  • Report Take Two Technology Roads To Digital Experience Success

    Roadmap: The Digital Experience Delivery Playbook
    January 26, 2021 | Ted Schadler

    Once you have a strategy to prioritize digital interactions and have assessed the business impact of each investment, it's time to produce your technology roadmap. You must pursue two paths...

  • Report Improving CX Through Business Discipline Drives Growth

    The Vision Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Rick Parrish

    As power shifts from businesses to customers, more firms respond by transforming their customer experience (CX) in an effort to retain or gain market share. That's a rational response because CX...

  • Report The Five Essential Steps To Plan Your CX Transformation

    The Strategy Report In The CX Transformation Playbook
    January 25, 2021 | Harley Manning, Sam Karpinski

    Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

  • Report Reset Your Technology Foundation For Customer Engagement

    Beginner Level: Technology Practices For IT Transformation

    Companies just beginning to establish their technology priorities for the age of the customer are facing an uphill battle against legacy systems and outdated technologies as they develop their...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • Report How To Turn Process From A Hindrance Into A Help

    Beginner Level: Process Practices For IT Transformation
    January 22, 2021 | Margo Visitacion, Christopher Condo

    Technology leaders must establish customer-focused processes that maximize value delivered. Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...

  • Report Build A Dynamic Digital Banking Roadmap

    Roadmap: The Digital Banking Strategy Playbook
    January 22, 2021 | Peter Wannemacher

    Digital business leaders at banks must have both a vision of the future and a strategic plan for getting there. But moving from vision to action is never easy. Banks need a roadmap that lays out...

  • Report Why And How To Master Experience Design

    Executive Overview: The User Experience Playbook
    January 21, 2021 | David Truog

    As customers gravitate to digital more than ever, companies are prioritizing user experience (UX). Why this response? Because experience quality can make or break a business, and the range from bad...

  • Report Establish Your Experience Research Practice

    Beginner Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented...

  • Report Evolve Your Experience Research Practice

    Advanced Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have scaled up their practice, so their companies: 1) follow...

  • Report Scale Your Experience Research Practice

    Intermediate Level: Research Practices For CX Transformation
    January 21, 2021 | Kelly Price

    This report about experience research — one of the six competencies of customer experience (CX) — is for experience research leaders who have established a solid practice, so their companies...

  • Report Anticipatory Experiences: The Challenges

    Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult
    January 20, 2021 | Julie Ask

    Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

  • Report How To Monetize Open Finance And Platform Business Models

    Business Case: The Digital Banking Strategy Playbook
    January 14, 2021 | Jacob Morgan

    Financial services executives have more go-to-market options available than ever before for their firm's products and services — thanks to open banking and platform business models. But how do you...

  • 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 How To Manage The Human Risk In Cybersecurity

    Continuous Improvement: The S&R Practice Playbook
    January 13, 2021 | Jinan Budge

    Traditional approaches to security communication are limited to perfunctory one-off training sessions that fail to take customers, regulators, and other external stakeholders into account and...

  • 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 Q&A: Decoding China's New Infrastructure Initiative

    China Aims To Accelerate Its Own Digital Transformation
    January 12, 2021 | Danny Mu

    At the 2020 National People's Congress, China's central government emphasized the importance of "New Infrastructure" as a key driver of economic growth and global technology leadership. What is New...

  • Report Now Tech: AI Consultancies In Asia Pacific, Q1 2021

    Forrester's Overview Of 23 AI Service Providers In Asia Pacific
    January 12, 2021 | Achim Granzen

    You can use AI consultancies to determine the business objectives for AI, scale and progress AI from proof of concept to production, and set up AI operations and governance frameworks. But to...

  • 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 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 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...

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