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  • Enterprise Collaboration
  • TJ Keitt

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The Enterprise Collaboration Playbook For 2018

Gain A Competitive Advantage Through Enterprise Collaboration

Many of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration strategy engages employees and connects...

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  • For Application Development & Delivery Professionals

    Report

    Report Effective Enterprise Collaboration Grows Your Bottom Line

    Business Case: The Enterprise Collaboration Playbook
    January 16, 2018 | TJ Keitt, Liz Witherspoon

    Business leaders often turn to application development and delivery (AD&D) pros for tools to make the business more collaborative. And AD&D pros oblige, deploying a portfolio of collaboration...

  • For Customer Experience Professionals

    Report

    Report Five Steps To Enable Customer Experience Delivery

    Establish Your Enablement Practices For CX Transformation
    October 26, 2017 | TJ Keitt, Samuel Stern

    Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve...

  • For Customer Experience Professionals

    Report

    Report Focus On Process, Technology, And Collaboration To Enhance Employee Enablement

    Advance Your Enablement Practices For CX Transformation
    October 26, 2017 | TJ Keitt, Samuel Stern

    Most companies have started down the path of creating employee experiences that enable good customer experience (CX) delivery. Few, though, have moved beyond small troubleshooting efforts to more...

  • For Customer Experience Professionals

    Report

    Report How To Spur Collaboration Across Your Customer Experience Ecosystem

    April 11, 2016 | TJ Keitt

    Customer experience (CX) ecosystems thrive on information-fueled collaborations. But the volume of data and the number of people involved in these interactions create barriers to effective...

  • For Customer Experience Professionals

    Report

    Report Social Businesses Excel At Customer Experience

    Open Information And Knowledge Sharing Help CX Professionals Navigate An Evolving CX Ecosystem
    January 26, 2016 | TJ Keitt

    Customer experience (CX) ecosystems change rapidly. To help their businesses keep pace, CX leaders must help their companies share information and expertise with customers and partners — the...

  • For Customer Experience Professionals

    Report

    Report Improve Customers' Experience By Improving Employees' Effectiveness

    Technology Vendors Provide A Path For Linking Customers' Success To Employees' Productivity
    April 10, 2015 | TJ Keitt

    The majority of information workers play roles that are critical to customers' success at each stage of the customer life cycle. But businesses have not removed the technical barriers to...

  • For Customer Experience Professionals

    Report

    Report Customer Collaboration Powers B2B Customer Experience

    Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth
    March 25, 2015 | TJ Keitt

    Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given...

  • For Customer Experience Professionals

    Report

    Report Brief: Social Analytics Will Make It Easier For Employees To Respond To Customer Problems

    Innovative Analysis Technologies Help Workers Makes Sense Of Vast Data Repositories
    December 22, 2014 | TJ Keitt

    Businesses' massive data collection efforts have created a massive problem: How can workers find the right data nugget when they need it? The solution, it turns out, may be right under their noses....

  • For Infrastructure & Operations Professionals

    Report

    Report What You Need In A Mobile Collaboration App

    Forrester's Guide For Assessing Cloud Collaboration Vendors' Preparedness For The Mobile Mind Shift
    December 10, 2014 | TJ Keitt, Christian Kane

    Helping an increasingly mobile workforce work with customers has been a catalyst for many Forrester clients to move toward cloud collaboration technologies like Box and Google Apps. However, to...

  • For Customer Experience Professionals

    Report

    Report Want To Improve Your Customer Experience? Turn To The Cloud

    Cloud Technologies Provide Employees, Partners, And Customers With The Agility They Need
    November 19, 2014 | TJ Keitt

    Technology grounds your customer experience (CX) ecosystem. It's embedded in your products; it facilitates customer understanding; it enhances your channels; and it empowers your employees. But...

  • For Customer Experience Professionals

    Report

    Report Empower Your Employees To Renovate Your Customer Experience Ecosystem

    Tap Workers' Knowledge Of Ecosystem Constituencies To Create New Value
    November 18, 2014 | TJ Keitt

    Building healthy customer experience (CX) ecosystems is challenging because CX executives often don't view customer experience holistically. Fortunately, there are employees in the workplace that...

  • For Customer Experience Professionals

    Report

    Report How To Build A Technology Plan That Sustains Employee Engagement

    Technology Should Provide Employees With Freedom To Act On Customer Needs
    September 16, 2014 | TJ Keitt

    Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience,...

  • For Customer Experience Professionals

    Report

    Report Case Study: Health Leads Builds A New Customer Experience Ecosystem

    Health Leads Marries Customer And Resource Databases With Social Technologies To Address Patients' Socioeconomic Issues
    July 2, 2014 | TJ Keitt

    Health Leads is a Massachusetts-based nonprofit that seeks to improve healthcare for low-income communities. To this end, Health Leads deploys 1,000 college student Advocates to help patients in...

  • For Customer Experience Professionals

    Report

    Report Case Study: Red Robin Builds An Agile Customer-Centric Culture With Yammer

    The Restaurant Uses Social Tools To Engage Employees And Accelerate Innovations That Customers Crave
    June 20, 2014 | TJ Keitt

    Red Robin Gourmet Burgers, a US restaurant chain, competes in a crowded market where customer tastes change rapidly. As such, the company must build an organization that can quickly change its...

  • For Customer Experience Professionals

    Report

    Report Want A Healthy Customer Experience Ecosystem? Free Your Workers

    Why Simplified Access To Information Is Essential For An Adaptive Customer-Centered Enterprise
    May 23, 2014 | TJ Keitt

    A customer experience ecosystem is the product of interactions between a business' employees, partners, and customers. An emerging class of information worker -- employees who use a computer at...

  • For Customer Experience Professionals

    Report

    Report How Collaboration Improves Customer Experience

    May 16, 2014 | TJ Keitt

    Fifty-seven percent of today's information workers — those who use a computer at least 1 hour per day — regularly communicate with colleagues inside their organization, business partners, and...

  • For CIO Professionals

    Report

    Report Brief: Microsoft Office Crosses The Cloud Rubicon

    The Focus Is On Business Agility, And Here's Why It Matters
    May 14, 2014 | TJ Keitt, Ted Schadler

    Microsoft used the SharePoint Conference 2014 to forcefully assert that its entire Office portfolio is pivoting to cloud-first development and delivery. Microsoft gave services like Yammer and...

  • For CIO Professionals

    Report

    Report Best Practices For Optimizing Your Migration To A Cloud Collaboration Solution

    Lessons For CIOs Learned From Google Apps And Microsoft Office 365 Customers
    January 28, 2014 | TJ Keitt

    Many organizations are looking to move their on-premises collaboration tool sets into Google Apps or Microsoft Office 365 to take advantage of the benefits of the cloud. However, many technology...

  • For CIO Professionals

    Report

    Report Market Overview: Hosted Collaboration Services Providers

    Alternatives To Google Apps And Microsoft Office 365 Emerge
    November 22, 2013 | TJ Keitt

    Sixty-five percent of IT leaders Forrester recently surveyed said they are interested in or already using software-as-a-service (SaaS) for some portion of their collaboration technology portfolio....

  • For CIO Professionals

    Report

    Report 2016: Google Apps And Office 365

    Content, Mobile Support, And Ecosystems Will Define Success
    November 20, 2013 | TJ Keitt

    Sixty-five percent of software decision-makers tell us they plan to use or already have begun using collaboration software-as-a-service (SaaS). Fueling a lot of this interest is the availability of...

  • For CIO Professionals

    Report

    Report Benchmarking Technology's Effect On Employee Engagement

    Benchmark: The Workforce Experience Playbook
    July 30, 2013 | TJ Keitt

    We've all seen the headlines: "The Nature Of Business Is Changing!" "Employees Demand Flexibility!" "Younger Workers Want To Use Social Tools!" Business leaders study these trends in an effort to...

  • For CIO Professionals

    Report

    Report Answer Five Questions When Selecting A Cloud Collaboration And Productivity Suite

    A Buyer's Guide For Microsoft Office 365, Google Apps For Business, And IBM SmartCloud For Social Business
    April 16, 2013 | TJ Keitt

    Over the past two years, Forrester clients have shown great interest in the cloud collaboration and productivity suites Microsoft, Google, and IBM offer: We've fielded more than 150 inquiries on...

  • For CIO Professionals

    Report

    Report The Forrester Wave™: Cloud Strategies Of Online Collaboration Software Vendors, Q3 2012

    August 16, 2012 | TJ Keitt

    In Forrester's 38-criteria evaluation of the cloud strategies of online collaboration software vendors, we identified eight significant collaboration services providers — Box, Cisco Systems, Citrix...

  • For Security & Risk Professionals

    Report

    Report Aim To Empower The Anytime, Anywhere Workforce

    May 3, 2012 | Benjamin Gray, TJ Keitt

    With two-thirds of the North American and European workforce reporting that they work outside of their corporate office at least occasionally every month, it's imperative that business leaders...

  • For CIO Professionals

    Report

    Report Helping Information Workers Find The Value In Collaboration Tools

    Forrester's Convenience Quotient Weighs The Benefits And Drawbacks Of Tools To Predict What Technologies Employees Will Use
    February 16, 2012 | TJ Keitt

    Content and collaboration (C&C) professionals are helping their businesses deploy a number of tools to keep information workers connected and productive. However, Forrester data consistently shows...