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Technology fuels customer loyalty.

CIOs are stuck trying to serve dynamic, demanding customers while burdened with legacy IT structures. The solution: a customer-obsessed operating model.

Find out how we help CIOs transform organizations and drive revenue »

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  • For CIO Professionals

    Report

    Report Top Five Imperatives To Win In The Age Of The Customer

    May 23, 2017 | Sharyn Leaver

    Customer-obsessed companies have the highest median three-year growth in sales. But only 13% of firms have achieved this level of customer obsession. Why? Because it's hard. It requires remaking...

  • For Application Development & Delivery Professionals

    Report

    Report Your Digital Transformation Is Not Bold Enough — Five Signs Of Trouble And Key Fixes

    Technology Leaders Must Adopt New Approaches And Processes In The Digital Era
    May 9, 2017 | Liz Herbert

    Many application development and delivery (AD&D) leaders acknowledge that digital business cannot exist on top of old, monolithic legacy applications, but most technology executives have been too...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Four Facets Of Adaptable Digital Commerce Teams

    Organization: The Retail eCommerce Playbook
    May 9, 2017 | Ananda Chakravarty

    Rapidly changing market conditions are forcing retailers to balance a growing eCommerce business with an often-challenging store business and customers with high expectations and many choices. How...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Omnichannel Maturity Assessment

    Assessment: The Omnichannel Commerce Playbook

    Supporting an omnichannel fulfillment program is table stakes in retail today. Organizations need to assess their omnichannel maturity to understand their current state and compare it with their...

  • For CIO Professionals

    Report

    Report Disrupt Your Business From The Outside In

    Take A Blue-Sky Approach To Digital Innovation By Asking How Technology Can Deliver What Customers Value Most
    May 9, 2017 | Nigel Fenwick, Ted Schadler

    What would it feel like to disrupt your industry? Better than being disrupted, we'd say. In this report, we lay out a simple orientation — we call it customer obsession — to help you imagine what...

  • For CIO Professionals

    Report

    Report The Internet Of Things Propels Product Development Into The Digital Era

    May 4, 2017 | Nate Fleming, Amanda LeClair

    Traditional product development — years-long product cycles, stage gate processes, and isolationist policies — hinders companies from successfully developing and delivering products connected to...

  • For Enterprise Architecture Professionals

    Report

    Report The Five Key Trends For 2017 That Shape How We Manage Enterprise Content

    Landscape: The Enterprise Content Management Playbook
    May 2, 2017 | Cheryl McKinnon

    2017 will be a tumultuous year in the enterprise content management (ECM) market, with significant disruptions across the vendor landscape. Five key trends are shaping the ECM space. New business...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Boost Your Conversions With Checkout Financing

    Assessing The New Alternative Retail Financing Providers
    April 28, 2017 | Brendan Miller

    A new category of disruptive credit providers and technology solutions is delivering credit during checkout, putting a new spin on retail financing. Retail credit programs have long boosted sales...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Five Key Success Factors Of Every Digital Business

    Strategic Plan: The Retail eCommerce Playbook
    April 27, 2017 | Ananda Chakravarty

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often reinforces brick-and-mortar stores. In the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digital Rewrites The Rules Of Business

    Vision: The Digital Business Transformation Playbook
    April 27, 2017 | Ted Schadler, Nigel Fenwick

    Digital technology dramatically improves the economics and capabilities of every business. Using hardware, software, algorithms, and the internet, it's 10-times cheaper and faster to engage...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Digital Insurance Imperative

    Vision: The Digital Insurance Strategy Playbook
    April 26, 2017 | Ellen Carney, Oliwia Berdak

    Digital technologies will change the insurance industry irrevocably over the coming decade. New entrants will disrupt the value chain. Vertically integrated firms will be too slow to adapt. Firms...

  • For CIO Professionals

    Report

    Report Digital Rewrites The Rules Of Business

    Vision: The CIO Digital Business Transformation Playbook
    April 26, 2017 | Nigel Fenwick, Ted Schadler

    Emerging technologies dramatically improve the economics and capabilities of every business. Using hardware, software, algorithms, and the internet, it's 10 times cheaper and faster to meet rising...

  • For CIO Professionals

    Report

    Report Big Industry Fights Silicon Valley In A War For Talent

    As Traditional Businesses Go Digital, They Must Tempt Skilled Staff Away From The Coolest Tech Companies In The World
    April 25, 2017 | Paul Miller

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

  • For Application Development & Delivery Professionals

    Report

    Report How To Set The Right Strategy For SaaS Integration

    Digital Business Design Takes Precedence Over Technical Approaches
    April 21, 2017 | Randy Heffner

    Vendors market cloud integration products — most notably integration platform as a service (iPaaS) — as if they take care of all an enterprise's software-as-a-service (SaaS) integration needs. Yet...

  • For Enterprise Architecture Professionals

    Report

    Report Drive Digital Innovation With Blockchain

    China's Blockchain Market Is Entering The Era Of Blockchain 2.0
    April 10, 2017 | Charlie Dai, Eryan Zhou

    While blockchain technology is still in its early stages, its synergistic use of multiple technology building blocks opens doors to new business models and opportunities. CIOs and enterprise...

  • For CIO Professionals

    Report

    Report Trust Must Be The Foundation Of Your B2B Digital Ecosystem

    March 29, 2017 | Dan Bieler

    Far from being a soft issue, trust underpins the management of your digital business and digital ecosystems. This report highlights how trust is fundamental to your digital transformation. It...

  • For CIO Professionals

    Report

    Report Power Your Digital Ecosystems With Business Platforms

    Leverage Business Platforms To Drive Digital Transformation
    March 29, 2017 | Dan Bieler

    Business platforms provide the infrastructure for instant, near-zero marginal cost and omnidirectional information exchange and tool development. Business platforms empower ecosystems by...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Death Of A (B2B) Salesman: Two Years Later

    Vision: The B2B eCommerce Playbook
    March 29, 2017 | Andy Hoar

    Two years after forecasting that 1 million B2B salespeople would be displaced by 2020, Forrester sees B2B buyers both accelerating their shift to self-serve and demanding higher-quality...

  • For B2B Marketing Professionals

    Report

    Report Best Practices: Pricing Strategies For B2B Digital Services And Subscription Products

    What B2B Marketing Leaders Can Learn About Digital Subscription Pricing From The Software Industry's Transition To SaaS
    March 27, 2017 | Duncan Jones

    This report explains why and how B2B marketing leaders should change their pricing approach when their company starts to sell digital services. It describes the maturity evolution from asset rental...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Digital Banking Imperative

    Vision: The Digital Banking Strategy Playbook
    March 21, 2017 | Peter Wannemacher, Jacob Morgan

    In the age of the customer, banks will either reinvent themselves or be forgotten — reduced to what one executive calls "dumb money pipes." Digital business leaders will need to make tough choices...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Lloyds Banking Group Transforms Through 10 Customer Journeys

    Embrace Digital Business Transformation That Delivers Customer Value And A New Operating Model

    In 2014, Lloyds Banking Group, one of the UK's leading financial services firms, embarked on a three-year digital business transformation with a £502 million budget. The transformation has gone...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The ROI Of Digital Business Transformation

    Business Case: The Digital Business Transformation Playbook
    March 15, 2017 | Michelle Beeson

    Digital business transformation isn't cheap. Firms are investing millions of dollars to transform their customer experiences and business operations to win, serve, and retain their increasingly...

  • For CIO Professionals

    Report

    Report Business Platforms Power Your Digital Business

    Business Platforms Are The Foundation For New Value Creation
    March 15, 2017 | Dan Bieler

    Business platforms will reshape a wide variety of industries, markets, and work arrangements, leveraging data analytics to create new customer value ecosystems. Business platforms will push...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Digital Maturity Model 5.0

    March 14, 2017 | Shar VanBoskirk

    Are you ready to transform your digital business but unsure where to start? Are you curious about how you compare with other firms trying to tackle the same problem? Forrester's Digital Maturity...

  • For CMO Professionals

    Report

    Report The Digital Maturity Model 5.0

    March 14, 2017 | Shar VanBoskirk

    Are you ready to transform your digital business but unsure where to start? Are you curious about how you compare with other firms trying to tackle the same problem? Forrester's Digital Maturity...

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