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The Employee Experience Playbook For 2018

Transform The Employee Experience To Drive Business Performance

Missing from most workforce technology strategies today is an understanding of what makes employees truly engaged and productive — and how this directly affects customer experience and financial...

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  • Report Digital Transformation: Your First 100 Days

    Digital Transformation Best Practices: Six Ways To Kick-Start Your Transformation Efforts
    June 13, 2018 | Julie A. Ask, Jeffrey S. Hammond

    Just because Fortune 500 companies weren't born digital doesn't mean they can't evolve their development and delivery operations to build the next generation of digital experiences. Doing so...

  • Report How To Set Up An Effective CX Training Program

    Follow Three Key Steps To Ensure That Your CX Training Delivers Optimal Impact
    May 29, 2018 | Tom Mouhsian

    Customer experience (CX) strategies can be derailed by lack of preparation, poorly defined business context, and difficulty aligning the time spent on one-off training workshops with the value they...

  • Report Use The Goal-Question-Metric-Data Framework To Drive Outcomes From Data And Insights

    Beginner Level: Process Practices For Insights-Driven Businesses
    March 26, 2018 | Cinny Little

    Being data driven is no longer enough. To remain competitive, firms must transform into insights-driven businesses. These businesses work differently: They use data for insights that are always...

  • Report The Best Tech Leaders Develop Creative People For Customer Obsession

    Advanced Level: People Practices For IT Transformation
    February 20, 2018 | David K. Johnson, Chris Gardner, Marc Cecere

    Companies that are advanced in their IT transformation operate well, but they often innovate and execute inconsistently, with high rates of project failure. The underlying problem is an incomplete...

  • Report Technologists — And The Business — Must Execute At The Speed Of DevOps

    Intermediate Level: People Practices For IT Transformation
    February 20, 2018 | Chris Gardner, David K. Johnson, Marc Cecere

    Intermediate organizations have the basics well in hand. They've broken down silos, begun the employee experience (EX) journey, and started to automate rote tasks. However, to advance, technology...

  • Report The Key Characteristics Of Great Digital Business Leaders

    How Savvy Digital Business Leaders Balance Strategy, Governance, And Execution
    February 15, 2018 | Martin Gill

    Digital leaders are evolving. Yesterday's eBusiness leaders have grown into today's digital business leaders, and their focus has changed with it. They wield increasing power and, like Spider-Man,...

  • Report Organize And Educate AR's Spokespeople

    February 1, 2018 | Kevin Lucas

    Analyst relations (AR) influence programs rely on a double act between the AR professionals and the spokespeople who front a variety of engagements with the analysts. This report lists the skills...

  • Report Educate AR's Personnel

    February 1, 2018 | Kevin Lucas

    Analyst relations (AR) managers raise the chances of delivering on their business commitments, and impressing their executive colleagues, when they staff their departments with expert...

  • Report Four Essential Steps To Transform To An Insights-Driven Business

    The Strategy Report In The Insights-Driven Business Playbook
    January 11, 2018 | Cinny Little

    Insights driven is not just new terminology for big data; it's an operational transformation that firms must pivot to now or risk losing out to competitors old and new. Enterprise-level...

  • Report Prepare To Adjust The Skills You Need For ECM Success

    Organization: The Enterprise Content Management Playbook
    January 10, 2018 | Cheryl McKinnon

    As enterprise content management (ECM) investments shift to cloud services, the composition of the program team will change. Enterprise architecture (EA) professionals must lead their ECM program...

  • Report The State Of Network Security: 2017 To 2018

    Benchmarks: The Security Architecture And Operations Playbook
    November 30, 2017 | Heidi Shey, Alexander Spiliotes

    This data-driven report outlines budgeting and spending, security group responsibilities, network security technology, and services adoption in North American and European organizations for 2017 to...

  • Report How The AI Era Will Hollow Out Software Development

    AI, Modern App Delivery, And Low-Code Are Remaking AD&D; Here's What's Coming
    October 10, 2017 | Rob Koplowitz, John R. Rymer

    In a world where jobs are under increasing threat from automation, working in the software industry has been a safe haven — particularly for developers. They are integral to building the technology...

  • Report Assess CRM Capabilities To Pinpoint Opportunities

    Assessment: The CRM Playbook
    September 12, 2017 | Kate Leggett

    This report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and...

  • Report Maintain Your Security Edge

    Continuous Improvement: The Security Architecture And Operations Playbook
    August 25, 2017 | Heidi Shey, Jeff Pollard

    New security objectives and approaches call for shifts in architecture and operations — but more importantly, for security leaders to reassess their investments in their most valuable asset:...

  • Report Marketing Teams Today: Not Deft

    Mindsets, Structures, And Skills Aren't Yet Customer Obsessed
    August 9, 2017 | Shar VanBoskirk, Drew Green

    Today's marketing organizations aren't yet designed to flex to the changing attitudes and behaviors of empowered customers. Marketing mindsets, structures, and skills still align with legacy...

  • Report Improve Skills And Staffing For A Better Employee Experience

    Organization: The Employee Experience Playbook
    August 2, 2017 | David K. Johnson, Michele Pelino

    Enterprises have a growing awareness of how technology affects employee productivity, turnover, customer experience (CX), and financial performance. To lead, infrastructure and operations (I&O)...

  • Report Organize For Mobile Development Success

    Organization: The Mobile App Development Playbook

    Customer expectations are soaring as the mobile mind shift accelerates. To meet them, mobile development teams must release high-quality apps multiple times per year. It's important to focus on...

  • Report Structure Your Security Practice For Success

    Organization: The S&R Practice Playbook
    March 2, 2017 | Christopher McClean

    CISOs are constantly evaluating the structure and make-up of their organization to make sure it aligns with business and risk management needs. While org structure can affect how well the security...

  • Report Accelerate Digital Innovation Through A Business Technology Partnership

    February 21, 2017 | Ted Schadler, Bobby Cameron

    The days of monolithic applications running in data centers, waterfall software development with two releases a year, and business executives throwing endless lists of "must-have" features over the...

  • Report Build Your Dream Team: Organizing To Deliver Exceptional Digital Experiences

    Organization: The Digital Experience Delivery Playbook
    January 27, 2017 | Danielle Jessee, Anjali Yakkundi

    Customers demand familiar and contextual experiences, yet digital experience (DX) strategies and technologies have traditionally been sovereign, often supported by different teams with different...

  • Report Organize Your People For Digital Success

    Structure And Skills For Success In A Digital Age
    January 20, 2017 | Nigel Fenwick

    What kind of digital organization do we need? What skills should we have in our team? Where should digital report? These are just a few of the frequent questions that decision-makers are asking to...

  • Report Accelerate Your Technology Strategy

    Determine The Right Capabilities To Implement Your Tech Strategy
    July 26, 2016 | Bobby Cameron

    To meet digitally empowered customers' expectations, customer-obsessed firms are becoming digital businesses. To help drive this digital transformation, the CIO must craft and accelerate a bold...

  • Report Talent Management For The Customer-Obsessed Organization

    How To Hire, Train, And Retain Customer-Obsessed Employees
    July 20, 2016 | Rick Parrish, Claire Schooley

    Employees are the lifeblood of a customer-obsessed enterprise. Unfortunately, most businesses that claim to focus relentlessly on customers fail when managing customer-obsessed talent. In this...