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  • Report The Forrester Wave™: Geospatial Analytics Tools And Platforms, Q3 2016

    The Six Providers That Matter Most And How They Stack Up
    August 31, 2016 | Rowan Curran

    Mobile handsets and embedded software in IoT devices are causing a proliferation in the sources and speed for capturing location. Location awareness is just the first step, and today top companies...

  • Report Vendor Landscape: Spatial Analysis And Location Intelligence, Q2 2016

    Get Ahead Of The Competition By Locating Spatial Opportunities
    June 2, 2016 | Rowan Curran

    The collection, analysis, and use of spatial data go far beyond the traditional geographic information system (GIS). Enterprises in industries from healthcare to retail to mining use location...

  • Report Spatial Data Provides The Context For Better Customer Experience

    February 2, 2016 | Rowan Curran, James McCormick

    Where are your customers and how can you meet their needs in the context of their current location? Answering this question is critical to winning, serving, and retaining customers with superior...

  • Report CDN And Digital Performance Vendor Landscape, Q3 2015

    August 4, 2015 | Mark Grannan

    This report is a companion to Forrester's "Market Overview: CDN Platforms And Digital Performance Services" report. This report helps application development and delivery (AD&D) pros pick the best...

  • Report Choose Video-As-A-Service For Customer Collaboration, Mobile Connectivity, And Agility

    Enterprises Start To Replace Video Infrastructure With Cloud Services
    September 23, 2014 | Philipp Karcher

    Although skepticism still abounds over the scalability and total cost of ownership (TCO) of video-as-a-service (VaaS) offerings, more than a third of videoconferencing managers would prefer a cloud...

  • Report The Forrester Wave™: Videoconferencing Infrastructure And Cloud Services, Q3 2014

    Cisco And Polycom Lead, Followed By Vidyo, Avaya, Blue Jeans, And Lifesize
    July 22, 2014 | Philipp Karcher

    In Forrester's 24-criteria evaluation of videoconferencing infrastructure and cloud services vendors, we identified the 10 most significant OEMs — Acano, AGT, Avaya, Blue Jeans Network, Cisco...

  • Report Five Lessons For Achieving Successful Digital Customer Experience Technology Results

    The Age Of The Customer Gives AD&D Professionals A Chance To Lead The Transformation To A Winning, Customer-First Strategy
    March 20, 2014 | David Aponovich

    In the age of the customer, application development and delivery (AD&D) pros must deliver digital customer experience technology that helps put a smile on the customer's face and drives business...

  • Report Digital Business Design Sharpens Organizations' Competitive Posture

    How Four Organizations Are Using Business-Centered Integration To Improve Agility And Enter New Markets
    December 19, 2013 | Randy Heffner

    Application integration is a perennial challenge for solution architects and developers, and it's only getting worse with software-as-a-service (SaaS) adding more point solutions to the mix and...

  • Report Digital Business Design Improves Efficiency And Insight

    How Four Organizations Are Using Business-Centered Integration To Speed Up Optimization
    December 19, 2013 | Randy Heffner

    Application integration is a perennial challenge for solution architects and developers, and it's only getting worse with software-as-a-service (SaaS) adding more point solutions to the mix and...

  • Report SOA Plays An Important Role In A Telco Merger

    EE Uses SOA To Unify Business Operations Across Three Separate Brands
    September 23, 2013 | Randy Heffner

    Service-oriented architecture (SOA) strategies continue to add significant value in the industry. EE, a UK digital telecommunications company formed by merging the UK operations of T-Mobile and...

  • Report SharePoint Adoption Faces Three Barriers: Mobile, Social, And Cloud

    February 27, 2013 | John R. Rymer, Rob Koplowitz

    These data charts contain the full results of Forrester's August 2012 Global SharePoint Usage Online Survey. The results indicate that weak mobile access and social computing features combined with...

  • Report IT Industry Disruptions Fuel Renewed Asia Pacific Market Growth

    Forrester's 2013 Predictions For Asia Pacific
    January 7, 2013 | Michael Barnes

    2013 will be a transformative year for IT adoption in Asia Pacific (AP); multiple IT trends will converge to drive industry disruptions and help spur renewed growth in IT spending. Overall, we...

  • Report Design Mobile Apps From The Outside In

    Policy And Procedures: The Mobile App Development Playbook
    August 7, 2012 | Mike Gualtieri

    This report outlines best practices in mobile app design that application development & delivery professionals can use to design great mobile apps. Customer expectations for mobile apps have never...

  • Report Decide Whether To Build Or Source Your Customer Service Operations

    Profiles Of Eight Leading Customer Service Outsourcing Vendors
    February 28, 2012 | Kate Leggett

    This report outlines the building versus sourcing part of Forrester's solution for application development and delivery (AD&D) executives looking to build, buy, or outsource a customer service...

  • Report HEROes Are Using Skype — Embrace It

    How To Manage Public UC Based On Skype And Mitigate Risk
    February 7, 2012 | Art Schoeller

    Infrastructure and operations (I&O) professionals who manage unified communications (UC) must decide how to incorporate public connections based on Skype software. HEROes in today's enterprises...

  • Report Open Source And Cloud-Based Integration Trends

    A Recent Forrester Survey Shows Divergent Plans
    February 6, 2012 | Ken Vollmer

    Open source and cloud-based integration solutions are becoming more prevalent in many organizations. Still, many others are resisting these new alternatives, sometimes based on rational concerns...

  • Report Unified Communications Purchase Plans 2012

    The UC Market Matures And Consolidates
    January 11, 2012 | Art Schoeller

    Unified communications (UC) remains a priority for infrastructure and operations (I&O) professionals. In Forrester's Forrsights Networks And Telecommunications Survey, Q1 2011, we asked 547 North...

  • Report Virtualization In Greater China 2010 To 2011: End User Adoption Trends

    September 15, 2011 | Michael Barnes

    This report provides an overview of virtualization end user adoption trends in Greater China. It focuses not only on adoption trends but also on deployment patterns, demand drivers, adoption...

  • Report Update 2011: Are Home Agents Right For Your Contact Center?

    The Challenges And Benefits Of Supporting Work-At-Home Agents
    August 2, 2011 | Art Schoeller

    Forrester identified issues facing contact center infrastructure and operations (I&O) managers in November 2008, when we first published this report. In 2011 with the economy strengthening, they...

  • Report Telcos Tune Customer Experiences With Behavioral Analytics

    But The Process Perspective Is A Work in Progress
    June 30, 2011 | James G. Kobielus

    Customer experience optimization is key to business success in all industries. Business process pros must balance process skills, execution best practices, and a growing set of tools for behavioral...

  • Report The Power Of Predictions

    Case Studies In CRM Next Best Action
    June 22, 2011 | James G. Kobielus

    Many business process pros have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance customer experiences. Best practices for customer...

  • Report 2011 Integration Survey, Part One: Solution Deployments

    ESBs Are The Most Popular Choice
    June 21, 2011 | Ken Vollmer

    Enterprise service buses (ESBs), comprehensive integration solutions (CISes), and integration appliances offer a range of overlapping features to meet integration challenges. Forrester recently...

  • Report How To Build The Business Case For Customer Experience Improvement

    The Business Impact Of Customer Experience
    May 24, 2011 | William Band

    Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

  • Report Boost Customer Lifetime Value Through Next Best Actions In Multichannel CRM

    April 13, 2011 | James G. Kobielus

    Modern business is all about honing your predictive powers to anticipate the best move at every stage of every business process — both customer-facing and back-office. Leading-edge organizations...

  • Report The State Of Application Development In Enterprises And SMBs

    Forrsights North America And Europe
    April 11, 2011 | Jeffrey S. Hammond

    Forrester surveyed 933 technology decision-makers and approximately 2,500 developers at North American and European enterprises and small and medium-size businesses (SMBs) to understand the state...