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  • Operating Models

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  • Report Use Forrester's AI Activation Framework For AI Results

    The AI Operating Model Is About Much More Than Tech
    March 23, 2018 | Michele Goetz

    Robots don't come out of the box ready to take on a task. They must learn. And contrary to other analytic capabilities designed and optimized to answer a question or output a result, robots operate...

  • Report Inquiry Spotlight: Forrester's RPA Inquiries Reveal Activity But Low Maturity

    Client Inquiries Highlight Security, Control, And Design Issues
    December 20, 2017 | Craig Le Clair

    The search for rapid digitization has pushed robotic process automation (RPA) to a prominent position in automation strategies. During the past year, Forrester has received more than 200 inquiries...

  • Report AI Ushers In The Age Of Business Reinvention

    The Three Rules Of Artificial Intelligence Alter The Playbook For Business And Technology
    November 16, 2017 | Michele Goetz

    The recent wave of technology transformation is underway, but the rules of the game have changed. Getting the most out of investments in artificial intelligence (AI) means looking beyond...

  • 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...

  • Report Design Your EA Organization For Your Value Proposition

    Organization: The EA Practice Playbook
    May 5, 2017 | Alex Cullen, Gordon Barnett

    When firms initiate enterprise architecture (EA) programs or, more commonly, when they relaunch unsuccessful ones, EA leaders must decide what resources they need and how to organize them. But the...

  • Report The New Agency Operating Model For Brands

    Follow A Four-Step Plan To Realign Your Agency's Value Around The Customer
    April 6, 2017 | Brigitte Majewski, Sarah Sikowitz

    The marketer and agency relationship is broken. Before selecting yet another agency that will ultimately disappoint, marketers need to take an outside-in approach that prioritizes customer...

  • Report The Future Tech Organization: Smaller, Faster, And More Specialized

    How The CIO's Team Will Change Over The Next Five To Seven Years
    March 27, 2017 | Marc Cecere

    The accelerating dynamics of the age of the customer (AoC) and business technology (BT) are driving the redesign of the CIO's organization, which Forrester calls technology management (TM)....

  • Report Case Study: Singtel Group's CIO Initiates A Customer-Obsessed Operating Model

    Transform Six Operational Levers To Make Tech Management A Trusted Business Partner
    January 3, 2017 | Dane Anderson

    CIOs know that they must adapt their role to one of a trusted, strategic business partner, but most struggle to move from the what to the how. In 2012, Singtel, a leading communications group in...

  • Report Let The Adjacent Possible Guide Your Information Strategy

    December 13, 2016 | Gene Leganza

    A new era of information agility is upon us — but many organizations have immature data management capabilities and are not in a position to jump on the newfound craving for analytics-driven...

  • Report What You Need To Go From Data Rich To Insights Driven

    November 14, 2016 | Gene Leganza, Nasry Angel

    Forrester's research shows a strong correlation between higher rates of revenue growth and two factors: a better customer experience and a concerted effort to use data to be insights driven....

  • Report The Customer Obsession Assessment

    Benchmark Your Customer Obsession Maturity
    November 1, 2016 | Shar VanBoskirk

    C-suite executives know that customer obsession will fundamentally reset day-to-day operations. But where do you begin? In this report, we harness the results of a survey of 1,024 global executives...

  • Report Chart Your Course To Customer Obsession

    November 1, 2016 | James L. McQuivey

    Customer obsession requires harnessing every employee, every customer data point, and every policy in the organization. Eventually, companies will have to assess and address six key operational...

  • Report Chart Your Course To Customer Obsession

    November 1, 2016 | James L. McQuivey

    Customer obsession requires harnessing every employee, every customer data point, and every policy in the organization. Eventually, companies will have to assess and address six key operational...

  • Report The Customer Obsession Assessment

    Benchmark Your Customer Obsession Maturity
    November 1, 2016 | Shar VanBoskirk

    C-suite executives know that customer obsession will fundamentally reset day-to-day operations. But where do you begin? In this report, we harness the results of a survey of 1,024 global executives...

  • Report Weigh The Economic Factors Of Your Data Center Ecosystem Transformation

    October 19, 2016 | Sophia I. Vargas

    As technology demand accelerates to support the digital business, data centers are running low on physical resource capacity. When provisioning new data center capacity, infrastructure and...

  • Report Business Architecture 2020 — Evolving To Influence Business Strategy

    September 9, 2016 | Gordon Barnett

    Today, many business architecture (BA) practices focus on shaping projects and must constrain their efforts within the boundaries of the organization. But in the age of the customer, market demand...

  • Report Customer-Obsessed Organizational Structures

    Hint: They Start With The Customer
    September 7, 2016 | Marc Cecere

    In the age of the customer, successful companies pull on several operating levers to drive customer obsession, including their internal structure. This report outlines various structural elements,...

  • Report Customer-Obsessed Organizational Structures

    The Right Structure Enables Success
    September 7, 2016 | Marc Cecere

    In the age of the customer, successful companies pull on several operating levers to drive customer obsession, including their internal structure. This report outlines various structural elements,...

  • Report Build A Business Architecture Around Five Roles

    September 2, 2016 | Gordon Barnett

    Many business architecture (BA) practices define what they do and how they organize their resources based on a one-size-fits-all model rather than with a view toward stakeholder value. The common...

  • Report The Four App-Delivery Strategies For A Customer-Obsessed Operating Model

    June 22, 2016 | John R. Rymer

    Customer-obsessed enterprises focus both strategies and operations on knowledge of and engagement with customers. With the right overall strategy, application development and delivery (AD&D)...

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