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  • For Application Development & Delivery Professionals

    Report Benchmark Your BI Environment For Continuous Improvement

    Benchmarks: The Business Intelligence Playbook
    April 21, 2016 | Boris Evelson

    Application development and delivery (AD&D) professionals working on business intelligence (BI) initiatives need to understand whether their BI environment is performing well or could use a...

  • For Infrastructure & Operations Professionals

    Report Strategic Benchmarks 2016: Infrastructure Priorities

    Benchmarks: The Infrastructure Transformation Playbook
    April 20, 2016 | Sophia I. Vargas

    This report provides infrastructure and operations (I&O) professionals with strategic benchmarks so they can compare their infrastructure budgets, priorities, motivations, and technology adoption...

  • For Application Development & Delivery Professionals

    Report Implement Effective Customer Service Metrics

    Benchmarks: The Contact Centers For Customer Service Playbook
    April 11, 2016 | Ian Jacobs

    Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer...

  • For eBusiness & Channel Strategy Professionals

    Report Make Smart Mobile Technology Choices

    Benchmarks: The Mobile eBusiness Playbook
    April 6, 2016 | Julie A. Ask

    "What are my competitors doing?" is one of the most frequent questions that Forrester's clients ask. This report helps eBusiness professionals benchmark both their use of mobile technology and...

  • For Application Development & Delivery Professionals

    Report Use A Process Framework To Unleash The Full Potential Of BPM

    Benchmarks: The Business Process Management Playbook
    March 24, 2016 | Clay Richardson

    Process change teams struggle to establish meaningful metrics to benchmark the impact of process improvements. Teams that adopt vanity metrics may showcase their progress, but they fail to quantify...

  • For B2C Marketing Professionals

    Report The State Of Mobile Marketer Tactics: 2016

    Benchmarks: The Mobile Marketing Playbook
    March 21, 2016 | Thomas Husson

    Marketers can leverage many different tactics from native apps to responsive web design (RWD), augmented reality, or beacons to engage consumers. They often lack an understanding of how their peers...

  • For CIO Professionals

    Report The Canadian Tech Market Outlook For 2016 To 2017

    Canadian Tech Buyers Showed Signs Of Life In 2015, But That Will Fade In 2016
    March 21, 2016 | Andrew Bartels, Cheryl McKinnon

    CIOs in Canada must prepare to make important decisions to fast-track their adoption of cloud services and software-as-a-service (SaaS). While 2016 to 2017 promises to be a tumultuous period for...

  • For Infrastructure & Operations Professionals

    Report Can You Meet The I&O Transformation Challenge?

    Benchmarks: The I&O Transformation Playbook
    March 8, 2016 | Jean-Pierre Garbani

    We're at the beginning of a new era in digital technologies, very much like what IT went through in the mid-1990s. New technologies abound: Some will dominate the future market, and some will not....

  • For Application Development & Delivery Professionals

    Report Establish Ongoing Processes To Assess Your Business Intelligence Maturity

    Assessment: The Business Intelligence Playbook
    March 3, 2016 | Boris Evelson, Martha Bennett

    Forrester's business intelligence (BI) maturity self-assessment model helps application development and delivery (AD&D) professionals assess the maturity of their current BI environments. It also...

  • For Enterprise Architecture Professionals

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

    Benchmarks: The Enterprise Content Management Playbook
    March 2, 2016 | Cheryl McKinnon

    Successful enterprise content management (ECM) programs respond to changing business objectives. For 2016, digitization of processes, extending content applications to external stakeholders, and...

  • For B2C Marketing Professionals

    Report The State Of Consumers And Technology: Benchmark 2015, Europe

    European Consumer Technographics®
    February 29, 2016 | Reineke Reitsma

    This report is our overview of European consumers' behaviors and technology attitudes based on Forrester's European Consumer Technographics surveys and ForecastView data. We analyzed technology...

  • For eBusiness & Channel Strategy Professionals

    Report Measuring Up: Benchmarking Your B2B eCommerce Performance

    Benchmarks: The B2B eCommerce Playbook
    February 19, 2016 | Andy Hoar

    In the age of the customer, it is critical that B2B companies know where they're performing well with their customers and where they're falling short. As such, Forrester partnered with Internet...

  • For Security & Risk Professionals

    Report Benchmark The Performance Of Your GRC Program

    Benchmarks: The Governance, Risk, And Compliance Playbook
    February 18, 2016 | Nick Hayes

    All companies have capabilities to comply with regulations and manage risks in order to meet objectives, but as their global footprint gets larger and more complex, they need more mature...

  • For B2C Marketing Professionals

    Report Benchmark Your Social Marketing Efforts

    Benchmarks: The Social Marketing Playbook
    February 17, 2016 | Erna Alfred Liousas

    This report details avid marketers' current and planned social media usage across 11 social networks, and their satisfaction with 10 social tactics. B2C marketers should use this benchmark report...

  • For Enterprise Architecture Professionals

    Report Laying The Foundation For Continuous Improvement

    Benchmarks: The Strategic Planning And Portfolio Playbook
    February 9, 2016 | Margo Visitacion

    Digital disruption has shaken up typical industry standards for strategic planning and technical investment, leaving decision-makers struggling to find benchmarks that inform their decisions....

  • For Customer Insights Professionals

    Report Optimize Customer Experiences With Online Testing And Continuous Optimization

    Benchmarks: The Digital Intelligence Playbook
    January 26, 2016 | James McCormick

    Online testing approaches are core to a continuous optimization strategy for delivering the best customer experiences possible by iteratively improving customer interactions. This report assesses...

  • For eBusiness & Channel Strategy Professionals

    Report The Digital Maturity Model 4.0

    Benchmarks: Digital Business Transformation Playbook
    January 22, 2016 | Martin Gill, Shar VanBoskirk

    You know your firm needs to transform to place digital at the heart of its business strategy. But as a digital business leader, where do you start? Where do you focus your efforts? And as your firm...

  • For CIO Professionals

    Report 2016 Tech Budget Benchmarks

    What You Need To Know About What Your Industry Peers Are Spending On Business And Information Technologies
    January 21, 2016 | Andrew Bartels

    Every year, CIOs look for tech budget benchmarks to defend tech spending levels to business partners and to help determine where their firm may be overspending or underspending on technology. In...

  • For Application Development & Delivery Professionals

    Report Benchmark Against Best Practices To Optimize CRM Performance

    Benchmarks: The CRM Playbook
    January 19, 2016 | Kate Leggett, John Bruno

    To succeed in the age of the customer, application development and delivery (AD&D) professionals who support customer relationship management (CRM) cannot afford failed technology initiatives. We...

  • For eBusiness & Channel Strategy Professionals

    Report 2015 Canadian Online Banking Functionality Benchmark

    CIBC Continues To Lead With Strong Digital Money Management Integration And Cross-Selling
    December 30, 2015 | Peter Wannemacher, Rachel Roizen

    Canadian bank customers' rapidly increasing use of mobile banking has not meant the death of online banking — far from it. More than 18 million Canadians use their bank's secure website to...

  • For eBusiness & Channel Strategy Professionals

    Report 2015 Canadian Bank Digital Sales Functionality Benchmark

    Royal Bank Of Canada Widens Its Lead On The Competition
    November 30, 2015 | Alyson Clarke

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in Canada — Bank of Montreal (BMO), Canadian Imperial Bank of Commerce...

  • For Application Development & Delivery Professionals

    Report Use Modern Benchmarking For Modern Application Delivery

    Benchmarks: The Modern Application Delivery Playbook
    November 2, 2015 | Diego Lo Giudice, Kurt Bittner

    As firms face growing competition for customers, they naturally seek to compare themselves to their peers and competitors, but there is a trap: Leaders don't compare themselves with competitors but...

  • For Application Development & Delivery Professionals

    Report Optimize Long-Term Application Effectiveness And Value

    Effectiveness: The Business Applications Playbook
    August 24, 2015 | George Lawrie

    Firms invest millions in application software — money that they might otherwise invest in new sales and distribution partnerships or new plants and machinery. Traditional arguments about...

  • For Application Development & Delivery Professionals

    Report Improving Mobile App Quality Testing

    Benchmarks: The Mobile App Development Playbook
    August 24, 2015 | John M. Wargo, Michael Facemire

    Mobile is changing the way enterprises create software; trends and best practices for mobile developers are emerging, helping to calm the chaos for application development and delivery (AD&D) pros....

  • For Customer Experience Professionals

    Report Ten Things To Know About Forrester's Customer Experience Index

    Frequently Asked Questions About The Customer Experience Index Methodology, Diagnostic Tool, And Benchmark
    August 21, 2015 | Megan Burns

    Companies need a way to measure changes in the quality of their own customer experience (CX) and how it compares with the one that competitors deliver. Forrester's Customer Experience Index...

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