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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 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 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 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...

  • For Customer Insights Professionals

    Report

    Report Personalize Customer Experience With A Digital Intelligence Business Case

    Business Case: The Digital Intelligence Playbook
    July 20, 2017 | Cinny Little, James McCormick

    Today's digital analytics practices are advancing their ability to take actions on insights about customers' digital behavior. But that's not enough: Customers' expectations continue to change...

  • For Customer Insights Professionals

    Report

    Report Pick A Powerful Pilot To Propagate Customer Analytics

    Business Case: The Customer Analytics Playbook
    July 19, 2017 | Brandon Purcell

    While most companies understand the importance of transforming data into insights, many struggle to get their customer analytics practice off the ground. They're missing out on a huge opportunity....

  • For Security & Risk Professionals

    Report

    Report Build A Governance, Risk, And Compliance Strategy Worthy Of Business Consideration

    Strategic Plan: The Governance, Risk, And Compliance Playbook
    July 11, 2017 | Renee Murphy

    Governance, risk, and compliance (GRC) are far too often functions of emergency response. To get your team and key stakeholders on board and to show that all your efforts are helping your business...

  • For Infrastructure & Operations Professionals

    Report

    Report Justify Your Hybrid Cloud Future With A Solid Business Case

    Business Case: The Cloud Computing Playbook

    Too many infrastructure and operations (I&O) leaders still think of cloud as a way to cut costs. Cloud is often cheaper, but its biggest impact is on your organization's speed and ability to flex...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report Building A Mobile Business Case: It's A Steep Climb

    Business Case: The Mobile eBusiness Playbook
    June 27, 2017 | Julie A. Ask, Jeffrey S. Hammond

    Mobile used to be cheap. It isn't anymore. The days of driving impressive returns from a mobile-optimized website or app that replicates the functionality of your website are long gone. Moreover,...

  • For Enterprise Architecture Professionals

    Report

    Report Develop An Enterprise Architecture Strategy Aligned With Business Challenges

    Strategic Plan: The EA Practice Playbook
    June 22, 2017 | Gordon Barnett, Alex Cullen

    Many enterprise architecture (EA) teams strive to be more business-focused and strategically engaged — but getting there isn't easy. It may require a resetting of stakeholder perceptions as well as...

  • For Customer Experience Professionals

    Report

    Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest...

  • For Security & Risk Professionals

    Report

    Report Data Privacy Metrics That Matter To The Business

    Performance Management: The Data Security And Privacy Playbook
    June 1, 2017 | Enza Iannopollo

    A commitment to security and privacy enables firms to build trusted customer relationships that increase revenue. Security and privacy teams must establish data security and privacy programs that...

  • 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 B2C Marketing Professionals

    Report

    Report Collaborate With Finance To Prove Marketing's Business Value

    Align Goals To Ensure Marketing Continues To Contribute To The Bottom Line
    May 17, 2017 | Tina Moffett

    Competition, consumer choice, and innovation force firms to scrutinize key financial metrics to meet revenue goals and keep up with market demand. B2C marketers are now more accountable and must...

  • For Enterprise Architecture Professionals

    Report

    Report Understand EA Stakeholders And Their Needs

    Stakeholder Needs: The EA Practice Playbook
    May 15, 2017 | Alex Cullen, Gordon Barnett

    Today's enterprise architecture (EA) organizations are engaging more with the front end of the business: sales, marketing, and product management. Understanding their needs and goals is...

  • 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 Analyst Relations Professionals

    Report

    Report Maximize Business And Career Value From Industry Analyst Relations

    Executive Overview: The Industry Analyst Relations Playbook
    May 2, 2017 | Kevin Lucas

    Industry analyst relations (AR) is a profession. It offers high business value, but vendors grasp its value poorly and resource it likewise. Forrester's AR playbook shows AR professionals how to...

  • For Enterprise Architecture Professionals

    Report

    Report Track Your Progress Toward EA Value

    Performance Management: The EA Practice Playbook
    March 24, 2017 | Alex Cullen, Gordon Barnett

    The age of the customer is raising the bar for what businesses need from their enterprise architecture (EA) programs. Applying a stable progress or maturity framework helps EA leaders set and track...

  • 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 Analyst Relations Professionals

    Report

    Report Industry Analyst Relations And Sales Support

    Sales Support: The Industry Analyst Relations Playbook
    February 28, 2017 | Kevin Lucas

    Industry analyst relations (AR) teams struggle to create and demonstrate their value to sales. Forrester has distilled AR best practices for support of a vendor's direct sales processes and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Making The Case To Go Global

    Business Case: The eCommerce Globalization Playbook
    February 23, 2017 | Lily Varon

    As eCommerce leaders look to expand their businesses into new and emerging markets, they often struggle with one of the first steps — outlining the business case for globalization. What should...

  • For CIO Professionals

    Report

    Report Build Your Digital Transformation Business Case Around The Customer And Revenue Growth

    Business Case: The CIO Digital Business Transformation Playbook
    February 22, 2017 | Dan Bieler

    CIOs' digital transformation investments are ultimately about business survival through disruption. Such investments directly affect customer expectations and go beyond the traditional ROI. The...

  • 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 B2B Marketing Professionals

    Report

    Report Pricing Strategies For Software-As-A-Service

    Subscription Models Force Vendors To Rethink Pricing And Packaging To Align Better With How They Deliver Customer Value
    February 16, 2017 | Duncan Jones

    Companies that want to sell SaaS applications to businesses must align their products' pricing with how those products deliver business value to customers. B2B marketing specialists know that new...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Construct The Business Case For Digital Store Transformation

    Business Case: The Digital Store Playbook
    February 14, 2017 | Brendan Witcher

    Retailers today are transforming their physical stores from places to shop to digital centers of engagement. Myriad technology solutions support this transition, including interactive digital...

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