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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 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 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 B2B Marketing Professionals

    Report

    Report Forrester Data Global Business Technographics® Priorities And Journey Survey, 2017: Overview

    A Business Technographics Presentation
    July 17, 2017 | Ryan Halliday, Tyler McDaniel

    This report is an overview of the Forrester Data Global Business Technographics® Priorities And Journey Survey, 2017. It covers the broad patterns seen among business and technology decision...

  • For Infrastructure & Operations Professionals

    Report

    Report The State Of Business Technology Resiliency, Q2 2017

    The Use Of Advanced Technology Is Growing, But Infrequent DR Testing Results In Low Preparedness
    July 14, 2017 | Naveen Chhabra

    Technology outages damage customer confidence in the business. Infrastructure and operations (I&O) leaders have a growing number of tools at their disposal to better prepare themselves to recover...

  • For CIO Professionals

    Report

    Report Maximize Business Value With Fast, Connected Technology

    The Vision Report In The Technology Leadership Playbook
    July 5, 2017 | Matthew Guarini, Laura Koetzle

    The age of the customer is shifting into high gear. Compelling experiences, delivered digitally, separate winners from laggards in this new era. This brings new prominence to technology's role, but...

  • For B2C Marketing Professionals

    Report

    Report Drive The BT Agenda With A Marketing Technology Office

    Organization: The Enterprise Marketing Technology Playbook
    June 27, 2017 | Joe Stanhope, Rusty Warner

    Empowered customers engage with brands at any point in the customer life cycle, anytime and anywhere. Relevant real-time responses require batch-oriented, channel-focused campaign management teams...

  • For CIO Professionals

    Report

    Report As Tech Management Structures Change, Roles Become More Strategic And Externally Focused

    How Key Roles In The CIO's Organization Will Change Over The Next Five To Seven Years
    May 18, 2017 | Marc Cecere

    The age of the customer (AoC) and business technology (BT) are driving technology organizations to speed up and meet the needs of external customers. CIOs are responding by redesigning their...

  • For Infrastructure & Operations Professionals

    Report

    Report Build A Comprehensive Business Case For Technology Purchasing

    Business Case: The Workforce Enablement Playbook

    To help their businesses drive revenue growth, I&O leaders must focus investments on initiatives that help win, serve, and retain customers — not just cutting costs. This means that I&O pros are...

  • For B2B Marketing Professionals

    Report

    Report SMBs Now View Their Tech Investments Through An Enterprise-Like Lens

    April 25, 2017 | Caroline Robertson

    This may be the last small and medium-size business (SMB) technology budget report that Forrester writes for the B2B marketing leader because SMBs are now approaching technology like enterprises...

  • For CIO Professionals

    Report

    Report Speed And Innovation Drive CIO Success

    Bimodal Dinosaurs Won't Be Able To Lead Their Companies To Success
    April 24, 2017 | Tim Sheedy, Matthew Guarini

    CIOs and tech teams play critical roles in enabling organizations to use technology and deliver on customer promises. One of the most important success factors is the ability to drive innovation...

  • For Enterprise Architecture Professionals

    Report

    Report Link Strategic Portfolios To BT Road Maps To Win, Serve, And Retain Customers

    Road Map: The Strategic Portfolio Management Playbook
    April 12, 2017 | Margo Visitacion

    To deliver on strategies that enhance customer experience, organizations must improve their ability to deliver on their strategic portfolios. By using them as a road map for prioritizing and...

  • 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 CIO Professionals

    Report

    Report 2017 Tech Budget Benchmarks

    Use Our Benchmarks To Transform Your Tech Budget, Not Just Defend It
    March 28, 2017 | Andrew Bartels

    CIOs feel ambivalent about tech budget benchmarks. They need them to respond to CEO and CFO questions about tech spending levels, but they also know the top-line metrics don't really say much. This...

  • For Enterprise Architecture Professionals

    Report

    Report Use Objectives And Key Results To Build A Better Strategic Portfolio

    Benchmarks: The Strategic Portfolio Management Playbook
    March 20, 2017 | Margo Visitacion

    Customer-focused organizations continue to struggle with measuring the impact of programs. Traditional key performance indicators (KPIs) bring limited visibility to portfolio optimization because...

  • 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 CIO Professionals

    Report

    Report An Aggressive BT Strategy Will Deliver Customer Obsession — 2017

    Road Map: The Business Technology Agenda Playbook
    March 9, 2017 | Bobby Cameron

    Understanding and delivering for your customers requires a customer-obsessed operating model and a business technology (BT) strategy. For CIOs, though, implementing a BT strategy presents a...

  • For Enterprise Architecture Professionals

    Report

    Report Benchmark Your ECM Program Against Your Peers And Five Key Market Imperatives

    Benchmarks: The Enterprise Content Management Playbook
    March 3, 2017 | Cheryl McKinnon

    For 2017, improved regulatory compliance, digitization of processes, and extending content applications to external stakeholders drive the agenda for enterprise content management (ECM). As...

  • For CIO Professionals

    Report

    Report Building A Customer-Obsessed BT Strategy For Health Insurers

    Healthcare Payers' Digital Role Reaches Far Beyond Web And Mobile
    February 23, 2017 | Bobby Cameron, Kate McCarthy

    Healthcare payers in the age of the customer must contend with a major amount of business whiplash, more so than players in almost any other industry. Today's massive upheaval brings opportunities...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Accelerate Digital Innovation Through A Business Technology Partnership

    Tools And Technology: The Digital Business Transformation Playbook
    February 21, 2017 | Ted Schadler, Nigel Fenwick

    The days of monolithic applications running in data centers, waterfall software development with two releases a year, and business executives throwing endless lists of "must-have" features over the...

  • For CIO Professionals

    Report

    Report Six Strategies To Strengthen Your Company's Digital DNA

    Assessment: The CIO Digital Business Transformation Playbook
    February 17, 2017 | Nigel Fenwick

    Digital transformation is a journey, not a destination. And every journey has a starting point. What you do next depends on where you begin. Use this self-assessment to find out where your company...

  • For Enterprise Architecture Professionals

    Report

    Report Assess Your Readiness For Strategic Portfolio Management

    Assessment: The Strategic Portfolio Management Playbook
    February 17, 2017 | Margo Visitacion

    Strategic portfolio management (SPM) practices enable an organization to select and execute on investments necessary to embrace a customer-obsessed operating model. This report and assessment tool...

  • For Enterprise Architecture Professionals

    Report

    Report Strategic Portfolio Management Drives Customer-Obsessed Company Success

    Executive Overview: The Strategic Portfolio Management Playbook
    February 8, 2017 | Margo Visitacion, Alex Cullen

    Customer-obsessed companies need a portfolio-centered approach to both strategic planning and product delivery. Planning disciplines transition from annual to continuous; organizational structures...

  • For CIO Professionals

    Report

    Report The Global Tech Market Outlook For 2017 To 2018

    3% To 4% Growth As Forces Of Disruption Battle With Forces Of Continuity
    January 9, 2017 | Andrew Bartels, Nate Meneer

    2016 was a year of disruptions, both in the political world (Brexit, Trump's election) and in the technology world (cloud, artificial intelligence). CIOs will deal with those disruptions in 2017...

  • For CIO Professionals

    Report

    Report The Business Technology Strategy Starts With Customer Obsession

    Strategic Plan: The Business Technology Agenda Playbook
    January 5, 2017 | Bobby Cameron

    Customers' wants and needs change fast, requiring a BT strategy that keeps up. The typical project-focused strategic planning doesn't work for the customer-obsessed digital pace. This report...

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