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  • Customer Experience Management

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  • 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 B2C Marketing Professionals

    Report

    Report Your Brand Needs Content Governance Now

    Better Content Management Models Make Marketing Content More Accurate, On-Brand, Reusable, And Effective
    February 22, 2017 | Ryan Skinner, Jessica Liu

    Your brand is churning out all kinds of content at a high rate, but inconsistencies in that content are confusing your customers. Content marketers make things worse with their quixotic...

  • For Customer Experience Professionals

    Report

    Report Good News And Bad News For Federal Digital Customer Experience

    Insights From Forrester's Consumer Technographics® Survey
    February 22, 2017 | Rick Parrish

    Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Your Strategic Plan Is The Lynchpin For Omnichannel Success

    Strategic Plan: The Omnichannel Commerce Playbook
    February 22, 2017 | Brendan Witcher, Claudia Tajima

    Organizations today must have a comprehensive strategic plan that aligns their internal teams with a single vision for omnichannel excellence. However, because omnichannel commerce continues to...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report The Digital Business Imperative

    Vision: The Digital Business Transformation Playbook
    February 15, 2017 | Ted Schadler, Nigel Fenwick

    Customers' power in the marketplace continues to ramp up, so eBusiness leaders still need to transform digital customer experiences, including marketing, sales, and channels. The ability to align...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Retailers Are Off The Starting Blocks Of Omnichannel Commerce

    Landscape: The Omnichannel Commerce Playbook
    February 15, 2017 | Michelle Beeson

    Customer expectations are high, so eBusiness professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This landscape report of the omnichannel...

  • For Infrastructure & Operations Professionals

    Report

    Report Quantifying Your Company's Workforce: Customers Only Benefit When Employees Do, Too

    Performance Management: The Workforce Enablement Playbook
    February 13, 2017 | David K. Johnson, J. P. Gownder

    A new class of technologies is making it easier for organizations to collect data on their employees' productivity. At the same time, employees are equipping themselves with wearables and apps to...

  • 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 Understand The Digital Business Landscape

    Landscape: The Digital Business Transformation Playbook
    February 8, 2017 | Michelle Beeson

    To survive and thrive in the age of the customer, businesses must become digital. While many firms believe they have a digital strategy, few are thinking about truly digitizing their business...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report 2016 US Online Banking Functionality Benchmark

    Direct Bank USAA Earns The Top Spot Overall, While Bank Of America Leads Among Large Traditional Banks
    February 7, 2017 | Peter Wannemacher

    Tens of millions of US bank customers use their providers' secure websites to complete tasks and achieve their banking objectives. As such, digital banking teams must keep a close eye on which...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2017

    Landscape: The Digital Customer Experience Improvement Playbook
    February 7, 2017 | Allegra Burnette, Tony Costa

    In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

  • For CIO Professionals

    Report

    Report Artificial Intelligence Will Help Healthcare Understand And Engage Its Patients

    February 6, 2017 | Kate McCarthy, Nasry Angel

    With Siri in most healthcare workers' pockets, artificial intelligence (AI) is entering the mainstream of accessible technologies. But as CIOs' use of these technologies expands, so too do the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report It's Time For Retail Stores To Open Their Doors To The Digital Org

    Organization: The Digital Store Playbook
    February 3, 2017 | Brendan Witcher

    Digital business mastery and serving customers consistently across their shopping journeys is shattering traditional retail silos. P&L statements managed in channel silos drive companies to engage...

  • 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 eBusiness & Channel Strategy Professionals

    Report

    Report Define Customer Impact Metrics To Drive Digital Business Success

    Performance Management: The Digital Business Transformation Playbook
    February 1, 2017 | Michelle Beeson

    Digital business has broken traditional channel-centric metrics. Key performance indicators (KPIs) that measure the success of a single touchpoint fail to describe how each contributes to customer...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Customer Advocacy 2016: Drive Cross-Sell And Loyalty By Focusing On Advocacy

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 27, 2017 | Alyson Clarke

    Forrester has shown that customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is the key driver of loyalty and...

  • For Application Development & Delivery Professionals

    Report

    Report Build Your Dream Team: Organizing To Deliver Exceptional Digital Experiences

    Organization: The Digital Experience Delivery Playbook
    January 27, 2017 | Danielle Geoffroy, Anjali Yakkundi

    Customers demand familiar and contextual experiences, yet digital experience (DX) strategies and technologies have traditionally been sovereign, often supported by different teams with different...

  • For Customer Experience Professionals

    Report

    Report How To Do Research For Customer Journey Mapping

    January 26, 2017 | Tony Costa

    Conducting research for a customer journey mapping effort involves more than learning what customers do, interact with, think, and feel. To yield meaningful benefits, CX pros must gather research...

  • For B2C Marketing Professionals

    Report

    Report Complement Your EMSS With Best-Of-Breed Point Solutions

    Landscape: The Enterprise Marketing Technology Playbook
    January 25, 2017 | Rusty Warner

    B2C marketers must integrate enterprise marketing technology (EMT) components from multiple vendors to assemble their own unique EMT ecosystems. Working with enterprise marketing software suite...

  • For Customer Experience Professionals

    Report

    Report Embrace Customer Diversity And Inclusion For Business Growth

    Global Leaders Are Embracing Diversity And Designing Inclusive Experiences To Improve Customer Outcomes
    January 25, 2017 | Tom Champion

    Diversity is no longer merely about compliance and talent management. Trailblazing companies and government agencies are designing experiences for their marginalized customers to win in new...

  • For Customer Experience Professionals

    Report

    Report How Emerging Technology Is Changing CX

    Continuous Improvement: The Digital Customer Experience Improvement Playbook
    January 24, 2017 | Kelly Price, Tony Costa

    New technologies offer opportunities to connect with customers by designing more appealing experiences. But if those experiences aren't rooted in customer centricity, they won't win hearts and...

  • For Customer Experience Professionals

    Report

    Report Designing For Emotion

    Tap Into The Full Scope Of Emotion To Go Beyond Delight
    January 24, 2017 | Allegra Burnette, Kelly Price

    Emotion is the key driver of customer experience (CX) quality, but few companies recognize how much it matters. And even companies that do and try to design for emotion rarely tap its full...

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