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  • Report Digital Customer Experiences Are The Front Lines Of Sustainable Digital Transformation

    Executive Overview: The Digital Experience Delivery Playbook
    April 9, 2021 | Allen Bonde

    In normal times, digital customer experience (CX) is a business differentiator. In the post-COVID-19 era, digital channels are even more critical to driving new growth and customer loyalty. To...

  • Report Now Tech: Cognitive Search, Q2 2021

    Forrester's Overview Of 34 Cognitive Search Providers
    April 7, 2021 | Mike Gualtieri, Scott Compton

    You can use cognitive search technology that harnesses AI to find information in large corpora of data, help shoppers find products they didn't even know they wanted to buy, and empower employees...

  • Report Future Fit Firms Outpace The Competition

    Get Adaptive, Creative, And Resilient To Deliver Higher Revenue Growth
    April 6, 2021 | Brian Hopkins, Patrick Carroll, Bobby Cameron

    To succeed in the 2020s, CIOs and technology leaders must help their firms navigate the post-pandemic new normal, enable technology-driven innovation, and deliver on the goal of customer obsession....

  • Report Now Tech: Salesforce Consulting Partners In Asia Pacific, Q1 2021

    Forrester's Overview Of 31 Salesforce Consulting Partners
    March 19, 2021 | Sam Higgins

    You can use Salesforce consulting partners to redesign your business with Salesforce technology, implement Salesforce products faster, and drive change related to Salesforce projects. But to...

  • Report A CIO's Guide To Their First 100 Days

    A Laser Focus On People, People, People ... And Eventually Process And Technology
    March 19, 2021 | Tim Lawless

    Every day counts for a new CIO and none more so than their first 100. What you do, and perhaps more importantly what you don't do, will set the tone for your tenure and possibly your legacy...

  • Report Moments: Maturity Framework 2021

    Leverage The Learnings Of Pioneers To Evolve Your Mobile Messaging Tactics And Capabilities
    March 18, 2021 | Julie Ask

    Future experiences will be rightsized, contextual, and pushed out to consumers in their specific moments of need. Today's well-executed mobile messages most closely resemble future experiences. And...

  • Report Experimentation Will Change How You Develop Software

    AD&D Pros Improve Release Cadence And Quality When Experimenting In Production
    March 17, 2021 | Christopher Condo

    Many organizations struggle to get their software over the finish line. In fact, our research shows that even though application development and delivery (AD&D) teams have invested heavily in...

  • Report Five Essential Digital Experience Governance Practices

    Processes: The Digital Experience Delivery Playbook
    March 10, 2021 | Stephen Powers

    Governance is the dreaded "G" word for many organizations: It paints a picture of archaic rules, ineffective bureaucracy, and outdated processes that stifle innovation. But given the...

  • Report Q&A: The Marketer's Guide To SMS

    So You Want To Set Up An SMS Marketing Program. Here's What B2C Marketers Should Know
    March 3, 2021 | Stephanie Liu

    SMS offers opportunities for B2C marketers to communicate directly with customers in a highly engaging format. However, it's also a unique message format that requires additional consideration...

  • Report Research Overview: Marketing, CX And Design, And Digital Transformation Services

    A Guide To Forrester's Marketing, CX, And Digital Transformation Services Research
    March 3, 2021 | Collin Colburn

    Buyers of marketing, customer experience (CX), and digital transformation services face a complex landscape. Many agencies or service providers in this space position themselves as a one-stop shop...

  • Report The Business Impact Of Digital Experience Technology Is Profitable Growth

    Business Case: The Digital Experience Delivery Playbook
    March 1, 2021 | Ted Schadler

    Armed with the methods in this report, application development and delivery (AD&D) professionals can help their companies link digital experience strategy to the technology roadmap. First, assess...

  • 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 The Future Of Distribution

    Use Platforms Of Distribution To Bring New Outcomes To New Buyers
    February 23, 2021 | Joe Cicman, Jay McBain

    Traditional distribution faces obsolescence as buyers seek closer relationships with vendors. Distributors evolved over decades to buy time — adding value via fulfillment, credit facilities,...

  • Report The Forrester Wave™: Agile Content Management Systems (CMSes), Q1 2021

    The 15 Providers That Matter Most And How They Stack Up
    February 22, 2021 | Nick Barber

    In our 26-criterion evaluation of content management system (CMS) providers, we identified the 15 most significant ones — Acquia, Adobe, Amplience, Automattic, Bloomreach, Contentful, Contentstack,...

  • Report How To Build Your Voice-Of-The-Customer (VoC) Program

    February 18, 2021 | Faith Adams

    Voice-of-the-customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how...

  • Report Analytics And Automation Anchor A Future Fit Experience Architecture

    Vision: The Digital Experience Delivery Playbook
    February 12, 2021 | Nick Barber, Allen Bonde

    Creating high-impact, scalable digital experiences is a key milestone to digital transformation. Yet, doing it more efficiently separates winning strategies from the manually intensive....

  • 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 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 The State Of Consumers And Technology, 2020

    Increasingly Intimate Technologies Spark The Next Mind Shift
    February 2, 2021 | Anjali Lai

    Technology became a lifeline for consumers during the crises of 2020: Consumers now spend more time using more devices for more sophisticated tasks. What is the result of this intense reliance on...

  • Report Gauge Your Digital Store Maturity

    Assessment: The Digital Store Playbook
    January 29, 2021 | Emily Pfeiffer, Madeline Cyr

    Digital business leaders who are driving digital store transformation initiatives need a clear plan for how technology will transform the store. Plus, they need the skills to influence others in...

  • Report Now Tech: Salesforce Consulting Partners, Q1 2021

    Forrester's Overview Of 37 Salesforce Consulting Partners
    January 29, 2021 | Liz Herbert

    You can use Salesforce consulting partners to redesign your business using Salesforce technology, speed time-to-implement Salesforce products, and drive change related to Salesforce projects. But...

  • Report Five Key Stakeholders Will Define Retail In The 2020s

    Vision: The Retail E-Commerce Playbook
    January 27, 2021 | Sucharita Kodali, Fiona Swerdlow

    New business models and new ways of getting goods to consumers have already transformed retail. In the coming years, retailers and brands will bow to tighter scrutiny and accountability by...

  • 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 Anticipatory Experiences: The Challenges

    Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult
    January 20, 2021 | Julie Ask

    Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

  • 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...

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