Search Results

• 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...

• 

  Webinar Wealth Management Predictions 2021

  Firms Embrace Digital To Thrive

  January 14, 2021 | Vijay Raghavan, David Hoffman

  We will remember 2020 for COVID-19: The pandemic permanently changed the ways customers seek advice and how financial advisors dispense it. As the lockdown began, consumers did not have access to a...

• 

  Webinar Insurance Predictions 2021

  Insurers Find Opportunity Amid Chaos

  January 13, 2021 | Ellen Carney, Jeffery Williams

  We are a world in recovery heading into 2021. Insurers will need to contend with an unpredictable virus and its economic consequences, dramatic climate events, and the aftermath of a polarizing US...

• Report Research Overview: Emotion

  A Guide To Our Emotion-Related Research

  January 11, 2021 | Jim Nail, Sarah Dawson

  Emotion is the foundation of consumer decisions, but organizations often prioritize hard data over the challenge of understanding emotions. New scientific insights as well as new measuring tools...

• 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 Forrester Infographic: Understanding Today’s Chinese Investors

  January 7, 2021 | Meng Liu, Vijay Raghavan

  Wealth management firms commonly segment their clients by investable assets. But this is not enough to help these firms decide on new products and services or optimize customer engagement models....

• 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...

• 

  Playbook The Zero Trust Security Playbook For 2021

  Defend Your Digital Business From Advanced Cyberattacks Using Forrester's Zero Trust Model

  In today's threat landscape, skilled, organized, well-funded cybercriminals are working to steal your data — the lifeblood of your digital business — in pursuit of economic, political, or military...

  Read more of the Executive Overview >
• 

  Playbook The Governance, Risk, And Compliance Playbook For 2021

  Take On More Business Risk Using A World-Class GRC Program

  Governance, risk, and compliance (GRC) programs give organizations the confidence to take the business risks that drive innovation and competitive advantage. Yet too many organizations lack...

  Read more of the Executive Overview >
• 

  Playbook The Data Security And Privacy Playbook For 2021

  Protect Your Intellectual Property And Customer Data From Theft And Abuse

  Data is the lifeblood of today's digital businesses. Sophisticated cybercriminals are determined to steal it, and employees can abuse it. IP theft erases competitive advantage, while privacy...

  Read more of the Executive Overview >
• 

  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 Forrester Infographic: Understanding Today's Singaporean Investors

  December 29, 2020 | Tom Mouhsian, Vijay Raghavan

  Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models....

• Report Betting On Bots For Grocery E-Commerce

  What You Need To Know About Automated Microfulfillment Solutions For Grocery E-Commerce

  December 28, 2020 | Scott Compton

  Grocery store operations and digital execs are evaluating and investing in innovative, automated technology to scale to growing consumer demand for fast fulfillment options of online orders. In...

• 

  Playbook The Digital Intelligence Playbook For 2021

  Data To Experience At The Speed Of Engagement

  Insights-driven businesses have an edge on the rest of us: Their digital intelligence (DI) practices synchronize digital analytics with digital interactions to continuously deliver optimized...

  Read more of the Executive Overview >

• Report Harness ChatOps To Empower Remote Collaboration

  ChatOps: The Accidental Standard

  December 21, 2020 | Rich Lane, Will McKeon-White

  With the shift to remote work and its ever-increasing complexity, teams are struggling to find ways to make collaboration easier and automate more. ChatOps is an important capability, enabling...

• Report Q&A: A Dozen Questions To Answer Before Taking Your Marketing Event Virtual

  December 21, 2020 | Laura Ramos

  Events are an important tactic B2B marketers use to attract and interact with prospects and customers. This report helps marketing leaders, demand generation, and event managers weigh the...

• 

  Playbook The Modern Technology Operations Playbook For 2021

  Deliver Better IT Assurance With Modern Technology Operations

  By adapting processes, technologies, organizational structures, and governance, infrastructure and operations (I&O) pros can harness modern technology operations (MTO) practices to better address...

  Read more of the Executive Overview >

• Report Forrester Infographic: Indian Banks Need To Foster Customers’ Financial Well-Being

  December 18, 2020 | Arnav Gupta

  Indian consumers are stressed about their finances — a situation exacerbated by the pandemic. They're anxious about their financial situation and need help managing their money effectively to...

• Report Branding Never Sleeps: Relentlessly Measure, Manage, And Improve Your Brand

  Continuous Improvement: The Brand Experience Playbook

  December 15, 2020 | Dipanjan Chatterjee

  Continually improving your firm's brand experience relies on ongoing measurement and management. In the age of the customer, the sheer volume and vast array of available consumer data heightens the...

• Report Research Overview: Personalization

  A Guide To Our Personalization-Related Research

  December 11, 2020 | Rusty Warner, David Novitzky

  B2C marketers strive to deliver relevant, personalized customer experiences. But heightened customer expectations, conflicting business goals, overlapping technologies, and execution challenges...

• 

  Playbook The Brand Experience Playbook For 2021

  Create A Customer-Obsessed Brand Experience

  In the age of the customer, CMOs have a steep hill to climb in building their brands with distracted, empowered customers. In this new era, CMOs must shift from a company-centric approach of...

  Read more of the Executive Overview >
• 

  Webinar CMO Predictions 2021

  What The Best CMOs Will Do In 2021

  December 8, 2020 | Shar VanBoskirk

  Brace yourself. 2021 will be a rocky follower to roaring 2020. Expect another year of reduced media expenditures, scanty teams, lean tech and agency partner networks, and the continued vacancy of...

• Report Industry Analyst Relations And Insight

  Insight: The Industry Analyst Relations Playbook

  December 2, 2020 | Kevin Lucas

  Insight is analyst relations' (AR's) forgotten child, usually coming second to influence. But AR spends more on insight than on influence, and analysts think insight is what they exist to deliver....

• Report Forrester Infographic: Banks Should Engage High-Energy Consumers With Hybrid Experiences

  December 2, 2020 | Xiaofeng Wang

  Consumer energy is the underlying emotional force that drives consumer desire, readiness, and ability to increase engagement with brands. High-energy consumers are strategic for banks in Singapore,...

• 

  Playbook The Digital Operations Platforms Playbook For 2021

  Drive Your Adaptive Enterprise With SaaS

  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...

  Read more of the Executive Overview >