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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.

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Transform Your Retail Store

    Executive Overview: The Digital Store Playbook
    August 18, 2017 | Ananda Chakravarty

    Today's customers look for and buy experiences, not simply products. Digital technology offers a toolkit for retailers to engage customers with new and enhanced experiences. At the same time,...

  • For CIO Professionals

    Report

    Report Vendor Landscape: Product Lifecycle Management Solutions

    The Internet Of Things And Product Digitization Make Product Lifecycle Management Solutions A Vital Piece Of The Digital Strategy Puzzle
    August 18, 2017 | Nate Fleming

    In today's digital business climate, companies must have the capability to view, collaborate, analyze, and act based on their product data. While this tenet sounds simple, it is, in fact, highly...

  • For Enterprise Architecture Professionals

    Report

    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...

  • For Security & Risk Professionals

    Report

    Report Evolve Your IAM Strategy For Your Digital Business

    Executive Overview: The Identity And Access Management Playbook
    August 18, 2017 | Andras Cser, Merritt Maxim

    New partnership and customer engagement models have extended the identity boundary of today's digital businesses: Security pros must manage identities and access across a variety of populations...

  • For Application Development & Delivery Professionals

    Report

    Report Dealing With Development Team Dysfunction

    Identify And Address Signs Of Dysfunction In Your Team To Develop Better Software
    August 17, 2017 | Amanda LeClair, Jeffrey S. Hammond

    Software development teams transform their digital delivery capabilities at different speeds. Results from a recent survey indicate that most development teams are improving their processes but...

  • For Application Development & Delivery Professionals

    Report

    Report Case Study: Cisco Redefines Its Approach To Process To Drive Digital Transformation

    August 15, 2017 | Rob Koplowitz

    Companies' primary goal for process automation used to be cost reduction. That goal has shifted to driving digital transformation, creating two challenges for application development and delivery...

  • For Application Development & Delivery Professionals

    Report

    Report Mobile: The First 100 Days

    Best Practices Harvested From Industry Leaders In Support Of A Customer Experience Transformation Journey
    August 11, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Just because Fortune 500 companies weren't born mobile doesn't mean they can't evolve their development and delivery operations to build the next generation of mobile and digital experiences. But...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Case For Omnichannel B2B

    Business Case: The B2B eCommerce Playbook
    August 11, 2017 | Andy Hoar

    Omnichannel business-to-business (B2B) buyers are more active, generate more incremental revenue, and cost less to serve than single-channel customers. But as customer expectations rise, B2B buyers...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mobile Accelerates Business Transformations

    August 11, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Mobile will simultaneously influence all future digital experiences and accelerate business process transformations. As a result, successful firms are now adopting the operational best practices...

  • For CIO Professionals

    Report

    Report Accelerate Your Business Transformation With Insights Services

    Best Practices To Ensure A Successful Insights Services Engagement

    Business and technology decision makers increasingly look for external help to become insights driven. Many can't or don't want to build an insights platform or staff a data science team — they...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Mobile: The First 100 Days

    Best Practices Harvested From Industry Leaders To Begin Your Customer Experience Transformation Journey
    August 9, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Just because Fortune 500 companies were not born mobile does not mean they cannot evolve their delivery operations to build the next generation of mobile or digital experiences. Doing so demands a...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: North American Digital Insurance

    Lead Your Company's Journey To Mastering Digital Business
    August 8, 2017 | Ellen Carney

    Your customers are changing the rules. Your agents are launching the same digital tools as yours to hold onto their customers. New competitors like Lemonade are shrinking legacy business processes...

  • For CIO Professionals

    Report

    Report The Right Way To Establish A Digital Platform Business

    Lessons From GE's Journey To Establish An Industrial IoT Platform As An Extension Of Its Own Digital Transformation
    August 8, 2017 | Nigel Fenwick, Frank E. Gillett

    Much has been said about Jeff Immelt's pending departure from his position as GE's CEO. But a big part of Immelt's legacy pertains to GE's digital transformation, which began when he described his...

  • For CIO Professionals

    Report

    Report European Tech Market Outlook For 2017 To 2018

    The Cloud Will Accelerate BT, While Firms Maintain A Cautious Approach To Tech Spending
    August 7, 2017 | Andrew Bartels, Nate Meneer

    In the age of the customer, CIOs of European businesses and governments must balance concerns about the slow-growth business environment against the importance of investing in technologies to help...

  • For Application Development & Delivery Professionals

    Report

    Report CRM Success Hinges On Effective Change Management

    Continuous Improvement: The CRM Playbook
    August 4, 2017 | John Bruno, Kate Leggett

    There's too much at stake today to have a failed CRM initiative. CRM success depends on adoption, and failure results in underutilized investment and unmet business objectives that can put your...

  • For Application Development & Delivery Professionals

    Report

    Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 2, 2017 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service and application development and delivery (AD&D) pros must...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Surprise – Retail Is Growing! Here's What It Means For Digital Businesses

    Highlights From The Online Retail Forecast, 2017 To 2022 (US)
    August 1, 2017 | Brendan Witcher, Fiona Swerdlow

    Retail is actually growing — all the reports of store closures notwithstanding. Consumer confidence is healthy, retail imports are up, and retail jobs are growing (if changing). Digital business...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Building The Business Case For Omnichannel Commerce

    Business Case: The Omnichannel Commerce Playbook
    July 31, 2017 | Brendan Witcher

    Digital retail executives must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customer...

  • For Infrastructure & Operations Professionals

    Report

    Report Automation Technologies For Customer Engagement

    Applying Artificial Intelligence And Robotics To The Customer Journey Sets The Stage For Long-Term Digital Transformation
    July 31, 2017 | J. P. Gownder

    Infrastructure and operations (I&O) leaders have traditionally targeted and implemented automation technologies to cut costs. But the new opportunity in the age of the customer is engagement:...

  • For B2C Marketing Professionals

    Report

    Report Social Marketing Is A Vital Part Of Your Post-Digital Transformation

    Executive Overview: The Social Marketing Playbook
    July 28, 2017 | Melissa Parrish

    Social marketing is at a crossroads. B2C marketers intuitively know that it's working but can't articulate how. That's because too many of them launched social programs without a strategy. This...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: How Emirates NBD Bank Connected Execution To Strategy

    The Bank Embarked Upon Digital Transformation And Realized Early Results
    July 26, 2017 | Zhi Ying Ng

    Many banks stumble when it comes to executing their digital strategy on the global stage. In 2012, Emirates NBD Bank established a strategic vision and began to execute its digital transformation...

  • For B2B Marketing Professionals

    Report

    Report B2B Sales Force Digital Transformation: Three Global Leaders Share Best Practices

    Fuel Your Evolution With An Innovation Mindset
    July 26, 2017 | Mary Shea, Jacob Milender

    B2B marketing and sales leaders must transform their sales forces to keep pace with digitally oriented buyers. By gleaning best practices from three global digital sales leaders at Cisco Systems,...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Mobile Mind Shift Road Map

    Road Map: The Mobile eBusiness Playbook
    July 25, 2017 | Michael Facemire

    Customers, partners, and internal stakeholders are challenging digital business leaders to build new digital experiences: mobile apps, websites, connected devices, and chat interfaces, just to name...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2017: North American Digital Banking

    Digital Executives Need Stronger Foundations To Create New Customer Value
    July 24, 2017 | Alyson Clarke

    Slow economic growth, low interest margins, regulatory uncertainty, increased competition, and changing consumer needs are challenging the retail banking industry in North America. Differentiated...

  • For Application Development & Delivery Professionals

    Report

    Report Make A Modern Business Case For Agile And DevOps-Driven Digital Transformation

    Business Case: The Modern Application Delivery Playbook
    July 21, 2017 | Diego Lo Giudice

    Applications give digital businesses the software assets they need to win, serve, and retain customers in the face of fierce competition and escalating customer expectations. Improving application...

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