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  • Customer Centricity

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  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Lloyds Banking Group Transforms Through 10 Customer Journeys

    Embrace Digital Business Transformation That Delivers Customer Value And A New Operating Model

    In 2014, Lloyds Banking Group, one of the UK's leading financial services firms, embarked on a three-year digital business transformation with a £502 million budget. The transformation has gone...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The ROI Of Digital Business Transformation

    Business Case: The Digital Business Transformation Playbook
    March 15, 2017 | Michelle Beeson

    Digital business transformation isn't cheap. Firms are investing millions of dollars to transform their customer experiences and business operations to win, serve, and retain their increasingly...

  • For B2C Marketing Professionals

    Report

    Report Plan Customer-Centric Enterprise Marketing Technology Requirements

    Assessment: The Enterprise Marketing Technology Playbook
    March 9, 2017 | Joe Stanhope, Rusty Warner

    Delivering contextual customer experiences requires a significant investment in enterprise marketing technologies. B2C marketing professionals tasked with defining enterprise marketing technology...

  • For CIO Professionals

    Report

    Report Customer-Obsessed Leaders Prioritize Customer Value Leveraging A BT Strategy

    Benchmarks: The Business Technology Agenda Playbook
    March 9, 2017 | Bobby Cameron

    Tech management's prime role today: creating and executing a business technology (BT) strategy that, in combination with a customer-obsessed operating model, helps the firm deliver in the age of...

  • For Application Development & Delivery Professionals

    Report

    Report Enterprise Video's Future Aligns With Customer Obsession

    Your Employees Expect Video, So Use It To Engage Them
    March 2, 2017 | Nick Barber

    Enterprises can meet employees' consumer-level expectations around video and support a customer-obsessed culture at the same time. Enterprise video strategies include a mix of live and on-demand...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Open Banking Revolution Is Imminent

    How Open Banking Will Transform The Banking Landscape
    February 23, 2017 | Jacob Morgan

    Open banking is the next logical evolution of digital banking, furthering the ability of a bank to enable customer outcomes through participation in collaborative ecosystems and partnerships....

  • For CIO Professionals

    Report

    Report Building A Customer-Obsessed BT Strategy For Health Insurers

    Healthcare Payers' Digital Role Reaches Far Beyond Web And Mobile
    February 23, 2017 | Bobby Cameron, Kate McCarthy

    Healthcare payers in the age of the customer must contend with a major amount of business whiplash, more so than players in almost any other industry. Today's massive upheaval brings opportunities...

  • 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 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 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 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 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 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 Application Development & Delivery Professionals

    Report

    Report Mantra For Customer-Obsessed Software Leaders: Deliver More, Develop Less

    Vision: The Application Development Strategy, Structure, And Sourcing Playbook
    January 18, 2017 | John R. Rymer, Liz Herbert

    Now that your application development and delivery (AD&D) teams can more quickly produce apps to win, serve, and retain customers, reorient your strategy, structure, and sourcing to support a...

  • For CIO Professionals

    Report

    Report Shift From CX Theory To CX Practice

    Telstra Begins The Hard Work Of Operational Excellence
    January 6, 2017 | Frederic Giron, Dan Bieler

    Telstra is betting big on its ability to transform itself by overhauling its core business operations and capabilities while simultaneously embracing new growth opportunities. This report provides...

  • For CIO Professionals

    Report

    Report The Business Technology Strategy Starts With Customer Obsession

    Strategic Plan: The Business Technology Agenda Playbook
    January 5, 2017 | Bobby Cameron

    Customers' wants and needs change fast, requiring a BT strategy that keeps up. The typical project-focused strategic planning doesn't work for the customer-obsessed digital pace. This report...

  • 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 B2B Marketing Professionals

    Report

    Report Key Tools For The Customer-Obsessed B2B Marketer

    Build Your Competence With Buyer Personas And Journey Maps
    December 30, 2016 | Lori Wizdo

    B2B marketing leaders are taking up the gauntlet for more personalized, valuable engagement, which their empowered customers have thrown down. They are using tools from B2C marketers to help make...

  • For Application Development & Delivery Professionals

    Report

    Report Customer Obsession Will Remake AD&D Tools And Supporting Technologies

    Tools And Technology: The Application Development Strategy, Structure, And Sourcing Playbook
    December 29, 2016 | John R. Rymer, Jeffrey S. Hammond

    Application development and delivery (AD&D) leaders shifting to modern application development are like acrobats performing above a flimsy net. The tools and technologies they need to support the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Establish Customer-Centric Metrics For Digital Insurance

    Performance Management: The Digital Insurance Strategy Playbook
    December 23, 2016 | Zhi Ying Ng

    Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-focused or channel-siloed, rather than customer-focused, and do not...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Take An Iterative Approach To Digital Banking Strategy

    Strategic Plan: The Digital Banking Strategy Playbook
    December 22, 2016 | Peter Wannemacher

    It is the job of digital business leaders to define and then execute digital banking strategy. As part of this effort, they must craft an action plan that sets out the guiding principles of the...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Establish Customer-Centric Metrics For Digital Banking

    Performance Management: The Digital Banking Strategy Playbook
    December 22, 2016 | Zhi Ying Ng

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-focused or channel-siloed, rather than customer-focused, and do not...

  • For Application Development & Delivery Professionals

    Report

    Report Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

    Assessment: The Contact Centers For Customer Service Playbook
    December 13, 2016 | Ian Jacobs, Kate Leggett

    Social, mobile, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. As an application development and delivery (AD&D)...

  • For Customer Experience Professionals

    Report

    Report Eight Challenging Trends For Customer-Centric Government In 2017

    December 13, 2016 | Rick Parrish

    The nascent Trump administration has said virtually nothing about customer-centric government. However, the actions that President-elect Trump has promised in other policy areas will impact the...

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