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• Webinar Emerging Technology Trends In Banking For 2021

  Thursday, February 18, 2021, 11:00 a.m.-12:00 p.m. Eastern time (16:00-17:00 GMT) | Jost Hoppermann, Martha Bennett

  Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are...

• Webinar The Three Megatrends For Customer Service In 2021

  Wednesday, February 10, 2021, 1:00 p.m.-1:40 p.m. Eastern time (18:00-18:40 GMT) | Kate Leggett

  This pandemic has revealed a unique opportunity for customer service organizations. On one hand, it has elevated the importance of customer service to nurture customers to retain their loyalty...

• 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 Master The SDLC For Modern Application Delivery

  Landscape: The Modern Application Delivery Playbook

  January 26, 2021 | Christopher Condo

  The software development lifecycle (SDLC) is a complex set of processes, people, and technologies. To truly master modern application delivery (MAD), application development and delivery (AD&D)...

• Report The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence

  Vision: The Contact Centers For Customer Service Playbook

  January 25, 2021 | Kate Leggett

  The COVID-19 pandemic has elevated the importance of customer service to nurture customers, retain and increase their loyalty, and grow revenue. Customer service leaders are also accelerating...

• Report The Five CRM Trends In 2021 That Will Shape Engagement, Relationships, And Revenue

  Vision: The CRM Playbook

  January 22, 2021 | Kate Leggett

  In the age of the customer, customer experience (CX) is the only source of competitive differentiation. CRM has the power to transform customer relationships, but firms have only started to tap its...

• 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 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...

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  Webinar Software Development Predictions 2021

  January 11, 2021 | Jeffrey Hammond, Chris Gardner

  As 2020 comes to a close, it is once again time to talk predictions for the upcoming year. This past year, the global pandemic put tremendous pressure on development shops to adapt to new ways of...

• 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...

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  Playbook The Contact Centers For Customer Service Playbook For 2021

  Transform The Contact Center For Customer Service Excellence

  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....

  Read more of the Executive Overview >
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  Playbook The CRM Playbook For 2021

  Transform Customer Processes And Systems To Improve Experiences

  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...

  Read more of the Executive Overview >
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  Playbook The Agile Software Leadership Playbook For 2021

  Agile Software Leadership Drives Customer-Obsessed Company Success

  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...

  Read more of the Executive Overview >

• 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...