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  • Staff Development & Succession Management

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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 B2B Consultant Sellers Reign In The 21st Century

    Empower Your Sellers With Strategic Tooling
    August 27, 2018 | Mary Shea

    B2B buyers prefer a self-guided journey. While simple commodity transactions can occur without direct sales interaction, more highly considered purchases require B2B marketing and sales leaders to...

  • Report Offer A Deeper Purpose To Tempt Digital Talent Away From Silicon Valley

    Traditional Industries Competing With Cool Tech Firms For Staff Must Shift The Fight Away From Pay And Perks To Win
    August 6, 2018 | Paul Miller

    Traditional businesses must embrace digital to win, serve, and retain customers. From manufacturing and utilities to retail and healthcare, many are attempting the transition. In the process,...

  • Report How To Grow Your Internal Tech Talent

    Case Study: Cerner's Learning And Skill Development Strategies
    July 16, 2018 | Andrew Bartels, Nate Meneer

    Employee learning and development is critical in today's competitive labor market, as the cost and challenge of obtaining high-demand tech skills through recruitment continue to rise. Cerner is a...

  • 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 How To Build A Customer Success Program

    The Five Things You Need To Effectively Deliver Customer Success
    May 16, 2018 | TJ Keitt

    Many business-to-business (B2B) leaders believe customer success management (CSM) will help them manage the customer experience (CX). But how do you build a CSM organization to do this? This report...

  • Report The Marketing Talent Casting Call

    Intermediate Level: Talent Practices For Marketing Innovation

    You know your marketing function should lead your company's pivot to customer obsession. And you've already started orchestrating the right mix of old and new talent to change marketing's role....

  • Report Best Practices: Recruiting And Retaining Women In Cybersecurity

    Address Skill Shortages With A More Inclusive Culture
    February 22, 2018 | Stephanie Balaouras, Claire O'Malley

    Despite its urgent and ever-growing importance, the cybersecurity industry is projecting a staffing shortage of 1.8 million unfilled jobs globally by 2022. Meanwhile, women represent just 11% of...

  • 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 Digital Store Processes Hinge On Associate Productivity

    Processes: The Digital Store Playbook
    January 24, 2018 | Ananda Chakravarty

    The store is rapidly changing: Customers now shop online across a range of devices, scan products from their smartphone in the store, and have their online order delivered to their car as they pull...

  • Report CISO Career Paths: Plot Your Course For Advancement

    Look Up And Out For Your Next Promotion
    December 7, 2017 | Jeff Pollard

    The CISO role is evolving rapidly, so there is no standard guidebook to getting hired, progressing, or succeeding as a CISO. To understand the skills, experience, and education that qualify leaders...

  • Report Predictions 2018: New Technologies Propel Software Development

    Serverless, Low-Code, And Natural Interfaces Emerge To Complement Agile And DevOps Adoption

    Every company is in the software business. Fast, iterative delivery of high-quality software means better customer engagement and higher satisfaction. Software development leaders face new...

  • Report Organize And Staff For B2B Digital Transformation

    Organization: The B2B eCommerce Playbook
    November 7, 2017 | John Bruno

    Today's B2B eCommerce organizations must balance executing on a digital strategy with transforming a business. Individually, each priority represents a difficult challenge. Combined, they represent...

  • 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 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 Build A Seller Development Framework To Improve The Buying Experience

    Apply The Practice Of Customer Obsession To Sellers
    May 17, 2017 | Steven Wright

    Buyers command more power in the marketplace than ever before and consequently have different expectations of their sales reps. B2B marketers need to support sales' customer obsession by revamping...

  • Report CX Teams: What They Do, Where They Report, How Big They Are, And How Much They Spend

    May 8, 2017 | Samuel Stern

    In May and June of 2016, Forrester fielded a survey to customer experience (CX) professionals across the globe and received hundreds of completed responses detailing what CX professionals are...

  • Report The State Of Digital: A Mobile Commerce Perspective

    Forrester's H2 2016 Global Mobile Executive Online Survey
    March 21, 2017 | Julie A. Ask, Danielle Jessee, Laura Naparstek

    Mobile has evolved beyond just a project, channel, or initiative for commerce players. It’s the catalyst that drives companies to become complete digital businesses and the primary touchpoint to...

  • Report Engaging And Retaining Talent With Effective Onboarding

    Onboarding Is A Holistic 90-Day Process That Improves Hire Productivity
    March 17, 2017 | Claire Schooley

    Every year, a large percentage of US employees make some kind of a career transition, which is costly for companies and causes challenges related to productivity, culture, and training. New hires...

  • Report Trends 2017: Staffing And Hiring For Digital Business

    Headcount Jumps As The Hard Work Of Digital Transformation Kicks In
    March 8, 2017 | Martin Gill, Danielle Jessee

    Findings from Forrester's annual organizational and staffing survey of digital business professionals foreshadow a substantial shift in how firms operate to drive digital transformation. The...

  • 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 Build A Cross-Functional Mobile Security Team

    Evolve Services To Keep Up With Customer Needs
    February 22, 2017 | Chris Sherman

    As security leaders look to support business engagement with customers, partners, and employees through mobile, they often discover gaps in team expertise. To better organize talent, security execs...

  • 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 CIOs Can Lead Their Enterprises' Change Initiatives

    Focus On Seven Lessons To Build Your Capabilities
    February 2, 2017 | Claire Schooley

    Customer demands are driving business change at a very fast pace. But there's a problem. Seventy percent of change management efforts are failing because of insufficient planning and lack of...