Search Results

• 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 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...

• 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 Implement Essential Change Management Practices To Improve Digital Experience Delivery

  Continuous Improvement: The Digital Experience Delivery Playbook

  December 29, 2020 | Joe Cicman, Caleb Ewald

  So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now you must create a...

• Report Opportunities And Risks Accompany The Use Of Employee Collaboration And Meeting Technology

  Video, Audio, And Chat Just Got More Complicated For Enterprises

  December 11, 2020 | Cheryl McKinnon, Art Schoeller, Heidi Shey

  Hundreds of millions of workers are on chats, video, and audio calls each day, with many working from home — this is the "new normal." Application development and delivery (AD&D) leaders and their...

• Report The Future Of Documents

  A Look Beyond The Paradigm Of Paper And Into Opportunities For Innovation

  December 9, 2020 | Cheryl McKinnon

  Application development and delivery (AD&D) professionals can drive innovation in one of the most fundamental business activities: the creation and distribution of documents. Despite more than 30...

• Report The Path To Customer Obsession Is Paved With Enterprise Collaboration

  Vision: The Enterprise Collaboration Playbook

  October 20, 2020 | Art Schoeller

  To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged...

• Report The Forrester Wave™: API Management Solutions, Q3 2020

  The 15 Providers That Matter Most And How They Stack Up

  August 4, 2020 | Randy Heffner

  In our 26-criterion evaluation of API management solutions providers, we identified the 15 most significant ones — Axway, Broadcom, Google, IBM, Kong, Microsoft, MuleSoft, Perforce Software, Red...

• Report Now Tech: P&C Claims Management Systems, Q3 2020

  Forrester's Overview Of 20 P&C Claims Management System Providers

  July 31, 2020 | Ellen Carney

  As a property and casualty (P&C) insurer, you use a claims management system to improve the claimant experience, boost efficiency through automation, and orchestrate recovery activities across the...

• Report Forrester Infographic: North American Financial Services Firms Plan To Keep Their Core Solution

  July 30, 2020 | Jost Hoppermann

  The digital transformation imperative in financial services is stronger than ever. This Forrester infographic uses Forrester's Q3 2019 Global Financial Services Architecture Survey to provide an...

• Report Now Tech: Knowledge Management Solutions For Customer Service, Q3 2020

  Forrester's Overview Of 22 Knowledge Management Providers

  July 23, 2020 | Kate Leggett

  You can use knowledge management (KM) solutions to empower customers and front-office workers with curated answers to common questions, drive customer satisfaction, and create lasting customer...

• Report On-Premises ERP: Should You Love It Or List It?

  Roadmap: The Digital Operations Platforms Playbook

  July 17, 2020 | Duncan Jones

  Application development and delivery (AD&D) professionals face an urgent dilemma: whether to replace aging, on-premises business applications or retain them for a few more years. Digital...

• Report Forrester Infographic: Digital Process Automation At Scale

  July 14, 2020 | Rob Koplowitz

  We based this infographic on key findings from Forrester's Q1 2020 Global Digital Process Automation Survey. Application development and delivery pros, use this infographic to identify common...

• Report Setting The Technology Foundation For Your Enterprise Collaboration Strategy

  Tools And Technology: The Enterprise Collaboration Playbook

  July 10, 2020 | Art Schoeller

  Many organizations are making a fundamental bet on enterprise collaboration (EC) to link the various roles in the customer experience ecosystem and make worker effectiveness and engagement into a...

• Report Now Tech: Supplier Risk And Performance Management (SRPM), Q2 2020

  Forrester's Overview Of 23 SRPM Providers

  June 29, 2020 | Duncan Jones

  Sourcing professionals use SRPM to ensure ethical, sustainable sourcing, accelerate innovation via streamlined risk-tolerant sourcing, and raise value by improving supplier experience and rewarding...

• Report The Digital Asset Management Cookbook

  Assemble The Ingredients To Choose And Scale An Enterprise DAM

  June 26, 2020 | Nick Barber

  As brands grapple with an explosion of content to feed their digital channels, they increasingly turn to digital asset management (DAM) systems to manage their rich media. Once the domain primarily...

• Report The Forrester Wave™: Continuous Functional Test Automation Suites, Q2 2020

  The 15 Providers That Matter Most And How They Stack Up

  June 18, 2020 | Diego Lo Giudice

  In our 26-criterion evaluation of continuous functional test automation (CFTA) providers, we identified the 15 most significant ones — ACCELQ, Broadcom, Cyara, Eggplant, Experitest, IBM, mabl,...

• Report The Banking Platform Market Remains Stagnant, Though Smaller Banks Are Turning To Fintechs

  Results From Forrester's Global Banking Platform Deals Survey 2020

  June 3, 2020 | Jost Hoppermann

  Modern banking platforms allow banks to elevate their customer experience and deliver more business value more effectively. But COVID-19 has exposed application and technology deficiencies that...

• Report Now Tech: Collaborative Work Management Tools, Q2 2020

  Forrester's Overview Of 25 Collaborative Work Management Providers

  May 7, 2020 | Margo Visitacion

  Application development and delivery (AD&D) professionals use collaborative work management (CWM) to empower employees to deliver successful outcomes, increase agility while maintaining...

• Report Forrester Infographic: Digital Experts Show How To Get The Most From Service Providers

  April 16, 2020 | Ted Schadler, Caleb Ewald

  When it comes to transformation, working with service providers is the No. 1 activity. But digitally advanced firms function differently. They invest more money and devote more leadership time to...

• Report The Evolution Of Digital Banking Platform Architecture

  How Connected Instances Of Digital Architectures Can Help Banks Prepare For The Future

  April 6, 2020 | Jost Hoppermann

  Most banks talk about transformation and their individual plans for that transformation. Nevertheless, banks' application landscapes are not yet in a shape that would allow them to cope with the...