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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 Unleash Your Digital Predator

    Vision: The CIO Digital Business Transformation Playbook
    March 8, 2017 | Nigel Fenwick, Ted Schadler

    Today's customers — consumers and businesses — expect to integrate your products and services into their digital world. Your employees do, too. CIOs who fail to reshape their business as...

  • For Application Development & Delivery Professionals

    Report

    Report Transform Customer Processes And Systems To Improve Experiences

    Executive Overview: The CRM Playbook
    March 2, 2017 | Kate Leggett

    The age of the customer means that a focus on the customer now matters more than any other strategic imperative. Forrester's CRM playbook outlines four steps that application development and...

  • 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 Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: BPM Platforms For Digital Automation

    Landscape: The Business Process Management Playbook
    February 10, 2017 | Rob Koplowitz

    As organizations continue to pivot toward customer-obsessed operating models, application development and delivery (AD&D) professionals have seen business process management (BPM) morph into an...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digitize Your Business Strategy With A Three-Phase Road Map

    Road Map: The Digital Business Transformation Playbook
    February 3, 2017 | Jacob Morgan

    Digitizing your business strategy is a multiyear, multidimensional challenge. Traditionally, firms approach such a wholesale change as a big-bang transformation program, but the reality is that too...

  • For CIO Professionals

    Report

    Report CIOs Can Lead Their Enterprises' Change Initiatives

    Focus On Seven Lessons To Build Your Capabilities
    February 2, 2017 | Claire Schooley

    Customer demands are driving business change at a very fast pace. But there's a problem. Seventy percent of change management efforts are failing because of insufficient planning and lack of...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assemble Cross-Functional Teams To Achieve Digital Success

    Insights From Different Companies On How Multirole Teams Can Drive Digital Business Initiatives And Transformation
    January 27, 2017 | Peter Wannemacher

    As firms strive for digital business transformation, many executives look to cross-functional teams to deliver better, faster results in their digital efforts. Clarity — of purpose, leadership, and...

  • For Customer Experience Professionals

    Report

    Report Play The Long Game For CX Transformation

    Lessons Learned From Speakers At Forrester's CX Europe 2016 Forum

    To win the long game of customer experience (CX) transformation, CX professionals must have a CEO mandate, an outside-in perspective, an innovation mindset, and disciplined execution. At...

  • For Customer Experience Professionals

    Report

    Report The Truth About Customer-Centric Org Structures: They're The Icing, Not The Cake

    Organization: The Customer Experience Ecosystem Playbook
    January 20, 2017 | Samuel Stern

    Our research into companies that deliver superior customer experience (CX) showed that operating under a customer-centric organizational structure does not predict success. Instead, CX pros manage...

  • For CIO Professionals

    Report

    Report Organize Your People For Digital Success

    Organization: The CIO Digital Business Transformation Playbook
    January 20, 2017 | Nigel Fenwick

    What kind of digital organization do we need? What skills should we have in our team? Where should digital report? These are just a few of the frequent questions that decision-makers are asking to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digitize Your Business Strategy

    Executive Overview: The Digital Business Transformation Playbook
    January 12, 2017 | Martin Gill, Ted Schadler

    To compete in the age of the customer, your firm must become a digital business. As a digital business leader, it's your job to shape how. You must enhance your digital customer experience while...

  • For CIO Professionals

    Report

    Report Case Study: Singtel Group's CIO Initiates A Customer-Obsessed Operating Model

    Transform Six Operational Levers To Make Tech Management A Trusted Business Partner
    January 3, 2017 | Dane Anderson

    CIOs know that they must adapt their role to one of a trusted, strategic business partner, but most struggle to move from the what to the how. In 2012, Singtel, a leading communications group in...

  • For Application Development & Delivery Professionals

    Report

    Report Transforming Software Leadership For Customer Obsession

    Executive Overview: The Application Development Strategy, Structure, And Sourcing Playbook
    January 3, 2017 | Christopher Mines, John R. Rymer

    Five years into the age of the customer, a 20-year business cycle, the opportunities and challenges for software pros are clearer than ever. Four initiatives — mobile-first, customer obsession,...

  • For Application Development & Delivery Professionals

    Report

    Report The Path To Digital Transformation In High Speed Financial Services

    Forrester's Financial Services Architecture Survey Shows Clear Priorities For Firms Working On Transformation Initiatives
    December 27, 2016 | Jost Hoppermann

    Application development and delivery (AD&D) teams in financial services need to know about the current status and the plans of their peers as they approach a new era of digital transformation. This...

  • For Application Development & Delivery Professionals

    Report

    Report Reforming AD&D Organizations For Customer Obsession: The Three Models

    Organization: The Application Development Strategy, Structure, And Sourcing Playbook
    December 23, 2016 | John R. Rymer

    Intense demands for software to win, serve, and retain customers are driving new ways of organizing application development and delivery (AD&D) groups. Pure shared-services models emphasizing high...

  • For CIO Professionals

    Report

    Report Case Study: Alcatel-Lucent Enterprise Shows How To Manage A Disruption-Free Spinout

    The Secret Sauce Is In Combining A Well-Thought-Out Plan With The Right Resources And Relentless Focus
    December 21, 2016 | Martha Bennett

    Managing a corporate spinout is a challenge at the best of times. When it involves dozens of sites all over the world and over 40 legal entities as well as a tight timescale, that's probably enough...

  • For Customer Experience Professionals

    Report

    Report Vendor Landscape: Picking The Right Consultant To Support Your Culture Transformation

    Service Providers: The Customer Experience Maturity Playbook
    November 22, 2016 | Samuel Stern

    Companies that want their cultures to become customer-centric typically need help making the change. This report looks into service providers that can help customer experience (CX) professionals...

  • For Enterprise Architecture Professionals

    Report

    Report Build Your Strategy To Transform EA

    Strategic Plan: The EA Practice Playbook
    November 14, 2016 | 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 CIO Professionals

    Report

    Report Brief: Business Relationship Managers Are The Key Link To Delivering Customer Obsession

    November 3, 2016 | Marc Cecere

    Business relationship managers (BRMs) in most organizations are not delivering on their potential. They could be advocates for external customers and advise business leaders on the direction of...

  • For B2B Marketing Professionals

    Report

    Report How B2B Marketing Automation Service Providers Help Drive Marketing Transformation

    October 28, 2016 | Lori Wizdo

    The growing complexity of business-to-business (B2B) marketing automation creates challenges for practitioners who struggle with people, process, and technology. B2B marketers are thus turning to...

  • For Infrastructure & Operations Professionals

    Report

    Report Design Your Infrastructure For Scalability

    Processes: The Infrastructure Transformation Playbook
    October 24, 2016 | Sophia I. Vargas, Robert Stroud

    As your business evolves and adds new services, regions, or customers, your infrastructure and operations (I&O) must be able to adapt and scale with no impact on performance or service quality....

  • For CIO Professionals

    Report

    Report Digital Era PLM Implementations Seek To Democratize Product Development

    The Scope Of PLM Functionality Shifts To Strategic, Enterprisewide Implementations
    October 21, 2016 | Nate Fleming

    Customers in the digital era are seeking a new type of product life-cycle management (PLM) system with major potential for business, product development, R&D, quality and compliance, and...

  • For Customer Experience Professionals

    Report

    Report Why CX? Why Now?

    Use Our Infographic To Get Your Executives To Back You

    Despite growing interest in the discipline, many business leaders still pay only lip service to customer experience (CX), leaving experience improvement either underfunded or on the cutting-room...

  • For CIO Professionals

    Report

    Report Successful Transformation Requires A Customer-Obsessed Culture

    Continuous Improvement: The CIO Digital Business Transformation Playbook
    September 30, 2016 | Nigel Fenwick

    Most business leaders and their CIOs today realize the opportunity that digital transformation offers as a way to reshape their companies and drive sustainable growth. At the same time, however,...

  • For Application Development & Delivery Professionals

    Report

    Report Digital Transformation And Customer Experience Frame The New Business Case For BPM

    Business Case: The Business Process Management Playbook
    September 26, 2016 | Clay Richardson

    Historically, the business justifications for business process management (BPM) focused on improving business operations; now, the focus has shifted to improving customer engagement across digital...

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