Search Results

• 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 Five Practices To Succeed With Your Retail E-Commerce Strategy

  Processes: The Retail E-Commerce Playbook

  January 15, 2021 | Sucharita Kodali

  Retail e-commerce has well over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report...

• Report Gauge Your B2B E-Commerce Digital Maturity

  Assessment: The B2B E-Commerce Playbook

  January 8, 2021 | Joe Cicman

  As B2B C-suites increasingly demand that their companies accelerate their digital transformation, digital business professionals face more pressure to show progress and benchmark their maturity....

• 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...

• 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 Marketing Measurement's Higher Calling: Lead Your Firm To An Insights-Driven Future

  Vision: The Marketing Measurement And Insights Playbook

  January 5, 2021 | Tina Moffett, Jim Nail

  Statistical analytic techniques used for marketing performance measurement give marketers the confidence to be more accountable for the ROI of their spending. Unified marketing measurement is...

• 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 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 Expand Your Ecosystem To Set Your Tech Organization On A Path To Excellence

  Beginner Level: People Practices For IT Transformation

  December 28, 2020 | Gordon Barnett

  Technology leaders evolve their organizations and people in phases. Many CIOs and IT organizations are in the early stages of this evolution as their firms begin to develop and deliver great...

• 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 Chart Your Course To Marketing Measurement Maturity

  Roadmap: The Marketing Measurement And Insights Playbook

  December 1, 2020 | Tina Moffett, David Novitzky

  Marketing measurement and optimization is an indispensable discipline for B2C marketing leaders because it helps tame the flood of marketing and customer data, providing insights that fuel business...

• Report The ROI Of Privacy

  Business Case: The Customer Trust And Privacy Playbook

  November 30, 2020 | Fatemeh Khatibloo, Reggie Lau

  Organizations have traditionally focused investment and resources on preventing data breaches, but consumers are growing more aware of privacy breaches and creepy experiences. B2C marketers must...

• Report Model The ROI Of Enterprise Marketing Technology Investments

  Business Case: The Enterprise Marketing Technology Playbook

  November 20, 2020 | Rusty Warner, Stephen Odell, Jennifer Adams

  Enterprise marketing technology (martech) promises to enable better customer experience, improve marketing performance, and boost efficiency. This report helps B2C marketing professionals make a...

• Report Evaluate Your Marketing Performance Measurement Maturity

  Assessment: The Marketing Measurement And Insights Playbook

  November 17, 2020 | Tina Moffett, David Novitzky

  In order to measure the impact of marketing and media campaigns on key business metrics, B2C marketers must build a new approach to marketing performance measurement that includes data and...

• 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...

• Report Using The Right Metrics For The Subscription-Based Business Model

  The 10 Key Subscription Business Metrics To Track And Manage For Success

  November 3, 2020 | Dan Bieler

  The subscription model offers new opportunities for businesses to enhance the value of their offerings as they become more embedded in the changing context of their clients' customer journeys. But...

• Report Measure Your Digital Intelligence Maturity

  Assessment: The Digital Intelligence Playbook

  November 2, 2020 | Cinny Little, James McCormick

  Digital intelligence (DI) is advancing, but firms must speed their progress to remain competitive and catch up with insights-driven businesses. The breadth and depth of DI requirements to keep pace...

• 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 Measure What Matters: Rethink Success Metrics When Adopting Modern Content Platforms

  Performance Management: The Enterprise Content Management Playbook

  October 6, 2020 | Cheryl McKinnon

  Technology leaders can fall into the trap of measuring the performance of an enterprise content management (ECM) initiative by merely counting user- or system-generated activities. Enterprise...

• Report Gauge Your Modern Technology Operations Maturity

  Assessment: The Modern Technology Operations Playbook

  September 29, 2020 | Charles Betz, Rich Lane, Andrew Hewitt

  Today's customers and employees demand great experiences — fast. To satisfy them, infrastructure and operations (I&O) leaders and teams must ensure that they can continuously deliver on both...

• Report Define Your CRM Plan

  Strategic Plan: The CRM Playbook

  August 28, 2020 | Kate Leggett

  To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

• Report Programs, Not Projects: The Shift To Content Services Demands Agility And Iteration

  Continuous Improvement: The Enterprise Content Management Playbook

  August 14, 2020 | Cheryl McKinnon

  Successful enterprise content management (ECM) deployments share several common characteristics: engagement with business stakeholders; clear governance programs; adoption of Agile development and...

• Report The Top Trends Shaping Anti-Money Laundering In 2020

  Robotic Process Automation, Cryptocurrencies, Real-Time Detection, And KYC Processes Gain Importance

  August 10, 2020 | Andras Cser

  With new real-time transactions gaining popularity and new legalized product markets (such as cannabis) emerging, anti-money-laundering (AML) regulations are getting tougher and more complex. This...