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  • For Customer Experience Professionals

    Report

    Report The State Of Customer Journey Mapping, 2017

    August 23, 2017 | Joana van den Brink-Quintanilha, Tony Costa

    Journey mapping continues to grow in popularity, but with all the hype, it can be difficult for customer experience (CX) pros to know where they stand in comparison to their peers and anticipate...

  • For Infrastructure & Operations Professionals

    Report

    Report Shift APM Left For Better DevOps Performance

    August 23, 2017 | Eveline Oehrlich, Diego Lo Giudice

    Infrastructure and operations (I&O) pros hear growing murmurs of "Shift application performance management (APM) left," as APM vendors see in development and operations (DevOps) an opportunity to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Get Your B2B eCommerce Metrics Right

    Performance Management: The B2B eCommerce Playbook
    August 23, 2017 | Andy Hoar

    B2B companies face a daunting yet critical task: accurately measuring and reporting the impact that digital channels have on sales, service, loyalty, and operations. This report outlines how...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    August 23, 2017 | Ian Jacobs, Kate Leggett

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For Application Development & Delivery Professionals

    Report

    Report The Forrester Wave™: SaaS Human Resource Management Systems, Q3 2017

    Eight Comprehensive HR Solution Providers That Matter And How They Stack Up
    August 22, 2017 | Paul D. Hamerman

    In our 35-criteria evaluation of software-as-a-service (SaaS) HR management systems providers, we identified the eight most significant ones — ADP, Ceridian, Meta4, Oracle, Ramco Systems, SAP...

  • For Enterprise Architecture Professionals

    Report

    Report Measure EA Engagement, Influence, And Business Impact

    Metrics: The EA Practice Playbook
    August 22, 2017 | Alex Cullen, Gordon Barnett

    Few EA leaders have given much thought to metrics for their EA program — and miss an excellent tool to increase their impact. Metrics connect EA activities to business goals, drive engagement, and...

  • For Security & Risk Professionals

    Report

    Report Forrester Data: Endpoint Security Software Forecast, 2016 To 2021 (Global)

    ForecastView Document
    August 22, 2017 | Jennifer Adams, Chris Sherman

    Hackers are creating new, more sophisticated malware daily, and endpoint security solutions provide a critical line of defense to protect PCs, laptops, and servers from these malicious threats....

  • For B2C Marketing Professionals

    Report

    Report China's Social Networks Have Room To Generate Higher Advertising Revenue

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    China is the world's second-largest social advertising market, but it still trails the US by a wide margin even with recent robust growth. Marketers and publishers should read this report to...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Social Media Advertising Forecast, 2017 To 2022 (EU-17)

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    In 2016, social ad revenue in Europe exceeded the combined ad revenue of RTL Group and Mediaset Group. Marketers and media executives need to understand the dynamics driving social's rise to ensure...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Social Media Advertising Forecast, 2017 To 2022 (US)

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    In 2016, social ad revenue in the US exceeded the combined ad revenue of Disney and Time Warner. Marketers and media executives need to understand the dynamics driving social's rise and ensure that...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Social Media Advertising Forecast, 2017 To 2022 (Global)

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    In 2016, social ad revenue globally exceeded the combined ad revenue of Disney, Comcast, Fox, and Time Warner. Marketers and media executives need to understand the dynamics driving social's rise...

  • For B2C Marketing Professionals

    Report

    Report The Forrester Wave™: Social Advertising Technology, Q3 2017

    The Leading Vendors In Automating And Integrating Social Advertising
    August 21, 2017 | Jessica Liu

    In our 36-criteria evaluation of social advertising technology providers, we identified the five most significant ones — 4C, Brand Networks, Kenshoo, Nanigans, and Sprinklr — and researched,...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Services Providers For US Government Salesforce Integration

    More US Government Clients Are Signing With Salesforce As A Path To Modernization, But Selecting The Right Services Partner Is Key
    August 21, 2017 | Liz Herbert, Rick Parrish

    The US government has received a clear message: Modernize now. Government agencies have allocated new funds for major technology refreshes, and Salesforce is garnering significant interest. But...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Ten Mobile Features That Auto Insurers Must Offer

    Handy Features That Belong On Digital Insurance Road Maps
    August 21, 2017 | Ellen Carney

    Most eBusiness and channel strategy teams at the top US auto insurers do a good job delivering the must-have mobile features their customers value. But the pace of digital innovation is relentless....

  • For B2C Marketing Professionals

    Report

    Report Advance Your Approach To Customer Loyalty

    Assessment: The Customer Loyalty Playbook
    August 21, 2017 | Emily Collins

    If you are serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Transform Your Retail Store

    Executive Overview: The Digital Store Playbook
    August 18, 2017 | Ananda Chakravarty

    Today's customers look for and buy experiences, not simply products. Digital technology offers a toolkit for retailers to engage customers with new and enhanced experiences. At the same time,...

  • For B2C Marketing Professionals

    Report

    Report Social Technographics® Reveals Who Your Social Audience Is — And How To Approach Them

    Landscape: The Social Marketing Playbook
    August 18, 2017 | Jessica Liu, Gina Fleming

    The question for B2C marketers is no longer whether your customers use social media but how you can best use social media to interact with those customers. But how well do you know your customers...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Video Platforms For Customer And Employee Experience

    Market Convergence Will Make It Easier For Companies To Deliver Video To Customers, Prospects, And Employees
    August 18, 2017 | Nick Barber

    Humans process video content faster than text, and video drives a deeper emotional connection than any other medium. The convergence of the enterprise and online video platform markets may allow...

  • For CIO Professionals

    Report

    Report Vendor Landscape: Product Lifecycle Management Solutions

    The Internet Of Things And Product Digitization Make Product Lifecycle Management Solutions A Vital Piece Of The Digital Strategy Puzzle
    August 18, 2017 | Nate Fleming

    In today's digital business climate, companies must have the capability to view, collaborate, analyze, and act based on their product data. While this tenet sounds simple, it is, in fact, highly...

  • For Enterprise Architecture Professionals

    Report

    Report RPA Operating Models Should Be Light And Federated

    A 10-Point Control Framework Helps Manage The Digital Workforce Of The Future
    August 18, 2017 | Craig Le Clair

    Early enthusiasm for robotic process automation (RPA) has led to a tapping of the brakes due to business, infrastructure, and operations concerns. Enterprise architecture (EA) pros are seeking...

  • For Security & Risk Professionals

    Report

    Report Evolve Your IAM Strategy For Your Digital Business

    Executive Overview: The Identity And Access Management Playbook
    August 18, 2017 | Andras Cser, Merritt Maxim

    New partnership and customer engagement models have extended the identity boundary of today's digital businesses: Security pros must manage identities and access across a variety of populations...

  • For Application Development & Delivery Professionals

    Report

    Report Dealing With Development Team Dysfunction

    Identify And Address Signs Of Dysfunction In Your Team To Develop Better Software
    August 17, 2017 | Amanda LeClair, Jeffrey S. Hammond

    Software development teams transform their digital delivery capabilities at different speeds. Results from a recent survey indicate that most development teams are improving their processes but...

  • For Analyst Relations Professionals

    Report

    Report Forge Valuable AR Programs With FIAR

    Strategic Plan: The Industry Analyst Relations Playbook
    August 17, 2017 | Kevin Lucas

    Analyst relations (AR) managers need to know how to prove the value of their AR programs. Unfortunately, many struggle because they didn't build plans to deliver business value, and they now rely...

  • For Enterprise Architecture Professionals

    Report

    Report Privacy, Automation, And Demographics Challenge The Records Management Status Quo

    Key Findings From The Forrester/ARMA International Records Management Online Survey, Q1 2017
    August 17, 2017 | Cheryl McKinnon

    2017 marks the eighth year that ARMA International and Forrester Research have surveyed records and information management (RIM) professionals to track the key trends and challenges facing the...

  • For B2C Marketing Professionals

    Report

    Report How Dirty Is Your Data?

    Strategic Plan: The Customer Trust And Privacy Playbook
    August 17, 2017 | Fatemeh Khatibloo

    As consumers' privacy concerns grow, marketers must rethink their data practices. Today's data governance practices — the rules that guide what consumer data a company collects; how it stores,...

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