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  • Report Evolve Your Culture Work Practice

    Advanced Level: Culture Practices For CX Transformation
    March 5, 2021 | Angelina Gennis

    This report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies: 1) follow an effective and documented process for how to...

  • Report Evolve Data And Analytics Roles And Skills For The Adaptive Enterprise

    Advanced Level: People Practices For Insights-Driven Businesses
    February 26, 2021 | Boris Evelson, Cinny Little

    Insights-driven businesses (IDBs) must continuously build and improve on five competencies: strategy, people, process, data, and technology. Weaknesses and gaps in any one of the competencies —...

  • Report COVID-19 Accelerated Your Digital Momentum — Don't Slow Down Now

    How To Harness Digital Momentum During And After The Pandemic
    February 25, 2021 | Michael Barnes

    The global pandemic forced many firms to shift almost overnight to only engaging customers virtually. Digital teams were thrust to the forefront of organizations' responses. The impact on digital...

  • Report Research Overview: 5G Technology, Products, And Services

    A Guide To Help Tech Organizations Optimize The Use Of 5G In The Business
    February 22, 2021 | Andre Kindness, Michele Pelino

    3G and 4G services gave birth to the mobile mindset; 5G will change the way businesses engage their customers and operate. A cornucopia of new 5G technology features will challenge professionals on...

  • Report Firms With Advanced Marketing Teams Grow Faster And Focus On People

    Landscape: The Experience-Led Marketing Playbook
    February 22, 2021 | Mary Pilecki

    Using data from the Forrester Analytics Business Technographics® Marketing Survey, 2020, which assessed the marketing innovation maturity of firms around the world, this report offers CMOs insights...

  • Report Future Jobs: Australia's Automation Dividends And Deficits, 2020 To 2030

    A Future Of Jobs Series Report
    February 22, 2021 | Sam Higgins, Satish Meena, J. P. Gownder

    While the advent of AI and robotics will inevitably lead to job losses or automation deficits, these forces will affect different occupations at different times and in different ways. To help you...

  • Report Use A Future Fit Technology Strategy To Drive Business Value

    The Executive Overview For The IT Transformation Playbook
    February 17, 2021 | Matthew Guarini

    CIOs and technology leaders have a mandate to improve the technology foundations and innovations their firms need to win, serve, and retain customers. For most, this will require pursuing what...

  • Report Connect Business And Technology Governance For A Future Fit Technology Strategy

    Advanced Level: Use Advanced Tech Governance Practices To Create Value Across The Ecosystem
    February 12, 2021 | Bobby Cameron

    Governance processes for firms in the advanced phase of IT transformation must integrate tech governance with overall business governance for funding, risk management, and metrics. Technology is...

  • Report Geopolitical Disruption Demands Local Trust

    CMOs At Global Brands Must Pivot To Truly Multilocal Operations
    February 11, 2021 | Thomas Husson

    Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

  • Report The Five Factors That Supercharge CX Enablement

    Advanced Level: Enablement Practices For CX Transformation
    February 5, 2021 | TJ Keitt

    To create truly differentiated customer experiences, businesses must first create employee experiences that simplify customer experience (CX) delivery. CX transformation leaders must help their...

  • Report Case Study: How Standard Chartered Modernized Mobile Banking In South Korea

    February 4, 2021 | Frederic Giron

    Digital-only banks and fintechs have shaken up the banking industry — and the disruption shows no sign of slowing. Incumbents must innovate quickly and aggressively to battle back. In South Korea,...

  • Report Adaptive Enterprises Create Sustainable Process Innovation

    Advanced Level: Process Practices For IT Transformation
    February 1, 2021 | Margo Visitacion, Christopher Condo

    Technology leaders must sustainably innovate customer-focused processes to beat the competition. Customer-focused, automated design and development processes enable teams to deliver high-impact...

  • 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 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 Now Tech: B2B Marketing Data Providers, Q1 2021

    Forrester's Overview Of 36 B2B Marketing Data Providers
    January 11, 2021 | Steven Casey

    You can use B2B marketing data providers to create personalized and timely account-centric engagement, improve customer marketing, and achieve true customer obsession. But to realize these...

  • Report Lay Your Security Tech Foundation

    Beginner Level: Technology Practices For Cybersecurity And Privacy
    January 11, 2021 | Jeff Pollard, Amy DeMartine

    This report — the first of three in the technology competency of the cybersecurity and privacy playbook — outlines the technologies that CIOs and other technology leaders should prioritize to help...

  • 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 Rewrites The Rules Of Business

    Vision: The Digital Business Playbook
    December 24, 2020 | Nigel Fenwick, Ted Schadler, Caleb Ewald

    The pandemic reinforced how technology improves the economics and capabilities of every business. Using new digital capabilities, it is 10 times cheaper and faster to adapt your workforce, engage...

  • Report The State Of Digital Transformation In Japan

    Firms Are Accelerating Their Transformation With The Help Of Service Providers
    December 23, 2020 | Achim Granzen, Frederic Giron

    The "2025 digital cliff" is rapidly approaching, and some Japanese firms are accelerating their digital transformation efforts companywide. These firms harness digital assets and ecosystems to...

  • Report The State Of Automation In Indonesia

    Indonesian Firms Are Adopting Automation For Customer-Facing Processes, But Challenges Remain
    December 22, 2020 | Achim Granzen, Frederic Giron

    Adaptiveness and customer experience (CX) improvements are key business priorities for firms in Indonesia in 2021, and automation will be a key enabler of these objectives. For 2021, Indonesian...

  • Report The State Of Cloud In Malaysia

    Malaysian Firms Are Adopting Cloud On Multiple Fronts
    December 21, 2020 | Achim Granzen, Frederic Giron

    Malaysian firms see cloud computing as a key infrastructure priority for their organizations in 2021. Adoption drivers include cost-cutting, access to innovative services, and application and...

  • Report The State Of Digital Transformation In Indonesia

    Indonesian Firms Are Catching Up With The Help Of Service Providers
    December 21, 2020 | Achim Granzen, Sam Higgins

    Few Indonesian firms have started on their digital transformation journey. But those that have experienced early successes are accelerating their transformation to improve customer experience and...

  • Report To Win And Retain Consumers During The Pandemic, Start With Empathy

    Demonstrate Empathy By Designing For Unique Customer Risk Profiles
    December 17, 2020 | Anjali Lai, Martin Gill

    Within the COVID-19 crisis are the seeds of transformation: The boldest leaders will not only adapt their businesses; they will use insights to get closer to their consumers and understand their...

  • Report The State Of Cloud In Japan

    Japanese Firms Need Help Refining Their Cloud Migration Plans
    December 17, 2020 | Achim Granzen, Frederic Giron

    Japan is a rapidly maturing market for cloud computing. Software-as-a-service (SaaS) has been successful over the past few years, and now more Japanese firms are considering cloud for their IT...

  • Report Debunking Three Services Sourcing Myths

    How To Align Your Sourcing Strategies To The Future Of Services
    December 16, 2020 | Duncan Jones

    The old plan-build-run models of services are giving way to a new services paradigm where transformation is continuous and multidimensional. To derive competitive advantage from it, CIOs need...

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