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  • For Application Development & Delivery Professionals

    Report

    Report Developing Tomorrow's Digital Experiences

    Vision: The Mobile App Development Playbook
    December 22, 2017 | Julie A. Ask, Michael Facemire

    Digital channels are more amorphous and fragmented than ever. However, they share a common core: mobile. Mobile will emerge as the central choreographer in this broader, connected ecosystem....

  • For Application Development & Delivery Professionals

    Report

    Report Microsoft Ascending

    In First 100 Days, Nadella's Team Shifts To A More Open And Aggressive Posture
    May 28, 2014 | John R. Rymer, Jeffrey S. Hammond, James Staten

    When Microsoft named Satya Nadella the third CEO in its history this past February, we posited 10 questions he needed to answer to ensure Microsoft's future relevance to enterprises. As Nadella's...

  • For Application Development & Delivery Professionals

    Report

    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...

  • For Application Development & Delivery Professionals

    Report

    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...

  • For Application Development & Delivery Professionals

    Report

    Report Four Questions Guide Web Mobile Content Management Plans

    November 21, 2011 | Stephen Powers

    As consumers access online content on more devices — computers, smartphones, tablets, TVs, eReaders, and even gaming consoles — managing and delivering digital content has grown exponentially more...

  • For Application Development & Delivery Professionals

    Report

    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...

  • For Application Development & Delivery Professionals

    Report

    Report Case Study: A Stanley Black & Decker HERO Empowers Employee Learning

    An Empowered Report
    November 2, 2010 | Claire Schooley

    Rob Sharpe, Stanley Black & Decker's director of sales training, exemplifies a HERO persona (highly empowered and resourceful operative), described in Forester's book Empowered. Through his efforts...

  • For Application Development & Delivery Professionals

    Report

    Report For iPhone Launch, Razorfish Uses An Elastic Application Platform

    March 19, 2010 | Noel Yuhanna, Mike Gualtieri

    The breakneck adoption of the Apple iPhone posed big challenges for Razorfish, the firm that developed the iPhone activation application for the UK. To support the activation of 12,000 iPhones per...

  • For Application Development & Delivery Professionals

    Report

    Report Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

    February 11, 2010 | Natalie L. Petouhoff, Ph.D.

    According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower...

  • For Application Development & Delivery Professionals

    Report

    Report How Carphone Warehouse Uses Twitter And Social Media To Transform Customer Service

    January 26, 2010 | Natalie L. Petouhoff, Ph.D.

    The Carphone Warehouse (CPW) is Europe's leading independent retailer of mobile phones and services, with more than 2,400 stores in nine countries. Because CPW's customers posted comments about...

  • For Application Development & Delivery Professionals

    Report

    Report Topic Overview: Social CRM Goes Mainstream

    January 5, 2010 | William Band, Natalie L. Petouhoff, Ph.D.

    Forrester's customer relationship management (CRM) research helps business process professionals embrace best practices — from process optimization to technology implementation — to improve...

  • For Application Development & Delivery Professionals

    Report

    Report Case Study: Cisco Consumer Business Group Builds The Business Case For Social Media

    Best Practices In Customer Service Social Media
    September 28, 2009 | Natalie L. Petouhoff, Ph.D.

    Consumer Business Group (CBG) — formerly Linksys — is a division of Cisco that offers a wide variety of consumer and small office voice over IP (VoIP) and networking solutions such as routers,...

  • For Application Development & Delivery Professionals

    Report

    Report Unlock The Potential Of Employee-Generated Videos For HR Initiatives

    February 17, 2009 | Zach Thomas

    The creation and sharing of user-generated videos has exploded — the YouTube phenomenon is the obvious validation of this. Consumers are now bringing their video sharing habits with them to work,...