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  • For CIO Professionals

    Report

    Report Case Study: REA Group Restructures To Deliver Customer Value And Drive Business Growth

    Learn From REA's Transformation To A Model Innovative Digital Business
    January 11, 2018 | Tim Sheedy

    To deliver better digital services faster, CIOs must seek ways to operate their business more like a software company. REA Group, a digital media business focused on the real estate market,...

  • For Infrastructure & Operations Professionals

    Report

    Report Master Automation And Software To Transform Your Infrastructure

    Executive Overview: The Infrastructure Transformation Playbook
    January 4, 2018 | Glenn O'Donnell

    Customer-obsessed technology places the broader charter of service design on the infrastructure and operations (I&O) team. I&O leaders must own the design for the full system of interacting parts...

  • For Infrastructure & Operations Professionals

    Report

    Report Engineer Your Technology Environment To Improve Employee Productivity And Flow

    Landscape: The Workforce Enablement Playbook
    December 15, 2017 | David K. Johnson

    Your company is underperforming its potential because your technology is creating new sources of friction and making it difficult for employees to perform at their best. Infrastructure and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Make Mobile Org Best Practices Your Digital Ones

    Organization: The Mobile eBusiness Playbook

    Organization determines how effectively teams collaborate and work toward the cadence and quality that consumers demand from their mobile experiences. With mobile being the driving force behind...

  • For Application Development & Delivery Professionals

    Report

    Report Best Practices For Mobile Experience Development And Delivery

    Development Shop Transformations Drive Mobile Experience Delivery
    December 1, 2017 | Jeffrey S. Hammond, Julie A. Ask

    Most software development shops don't have the right operational models to build and deliver great mobile and digital experiences. This document examines the best practices that applications...

  • For Infrastructure & Operations Professionals

    Report

    Report Predictions 2018: Automation Alters The Global Workforce

    Ten Key Developments In Automation Reshape The Industry In 2018

    Automation has been one of the most profound and disruptive forces in human history. The market for automation in many forms will accelerate faster in 2018 as firms look to squeeze performance and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Organize And Staff For B2B Digital Transformation

    Organization: The B2B eCommerce Playbook
    November 7, 2017 | John Bruno

    Today's B2B eCommerce organizations must balance executing on a digital strategy with transforming a business. Individually, each priority represents a difficult challenge. Combined, they represent...

  • For Infrastructure & Operations Professionals

    Report

    Report Predictions 2018: Cloud Computing Accelerates Enterprise Transformation Everywhere

    New Private Cloud Options And Even More Public Cloud And SaaS Innovations Will Power Enterprise Transformation In 2018

    After a decade of powering digital transformation in small and medium-size businesses, cloud computing has quickly become a must-have enterprise technology. Cloud's impact has been global, yet...

  • For CIO Professionals

    Report

    Report Assess Your Innovation Capability Maturity

    November 3, 2017 | Dan Bieler

    Innovation is as much about business process design and business model adjustments as it is about product and service enhancements and efficiency improvements. In the context of digital...

  • For Customer Experience Professionals

    Report

    Report Five Steps To Enable Customer Experience Delivery

    Establish Your Enablement Practices For CX Transformation
    October 26, 2017 | TJ Keitt, Samuel Stern

    Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve...

  • For Customer Experience Professionals

    Report

    Report The Future Of CX Measurement

    Innovate Your Measurement Practices For CX Transformation
    October 19, 2017 | Maxie Schmidt-Subramanian

    Three trends are disrupting how companies measure customer experience (CX). These trends make it imperative for companies to innovate — or face the certainty that even their advanced CX measurement...

  • For Application Development & Delivery Professionals

    Report

    Report Implement Essential Change Management Practices To Improve Digital Experience Delivery

    Continuous Improvement: The Digital Experience Delivery Playbook
    October 11, 2017 | Danielle Jessee, Mark Grannan

    So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now, you must create...

  • For CIO Professionals

    Report

    Report The Forrester Wave™: Business Transformation Consultancies, Q3 2017

    The 10 Leading Global Transformation Consultancies And How They Stack Up
    September 26, 2017 | Marc Cecere

    In our 19-criteria evaluation of business transformation consultancies, we identified 10 of the world's top consultancies — Accenture, Capgemini, Cognizant, Deloitte, EY, IBM, KPMG, PwC,...

  • For CIO Professionals

    Report

    Report Gauge Your Digital Business Maturity

    The Assessment Report In The Digital Business Playbook
    September 25, 2017 | Pascal Matzke, Martin Gill

    Digital business transformation is a journey, not a destination. And every journey has a starting point. This report guides you through Forrester's digital business maturity assessment so you can...

  • For CIO Professionals

    Report

    Report Chief Data Officers Play A Leading Role In Business Transformation

    Advance Your Insights-Driven Business Aspirations With Strategic Data Leadership

    Until recently, the chief data officer (CDO) was the new kid on the block. Today, half of data and analytics decision makers report working for a firm with a CDO. At the 11th Annual MIT Chief Data...

  • 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 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 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 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 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 Customer Experience Professionals

    Report

    Report Five Key Steps For Making Your Culture More Customer-Centric

    Establish Your Culture Practices For CX Transformation
    June 19, 2017 | Samuel Stern, Tom Champion

    CX transformation requires creating a system of shared values and behaviors that focus employees on delivering great customer experiences. To do this, customer experience leaders need to establish...

  • For Customer Experience Professionals

    Report

    Report Why And How To Lead A CX Transformation

    The Executive Overview Of The CX Transformation Playbook
    June 19, 2017 | David Truog

    A laser-like focus on customer experience (CX) is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how...

  • For Customer Experience Professionals

    Report

    Report The State Of CX Management Maturity, 2017

    The Benchmark Report In The CX Transformation Playbook
    June 19, 2017 | Rick Parrish

    Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX...

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