Search Results

• For eBusiness & Channel Strategy Professionals

  Report

  Report Shift Your Obsession From Technology To The Customer

  Thai Banks' Digital Initiatives Must Start With Customers, Not Technology

  July 11, 2017 | Frederic Giron

  In the wake of government plans to create a digital economy, Thai banks have swiftly pushed digital initiatives. But Thai customers are largely absent from these plans — which will inevitably put...

• For CMO Professionals

  Report

  Report The Model For Modern Marketing

  July 10, 2017 | Shar VanBoskirk

  Companies need CMOs and their marketing teams to help drive customer-obsessed strategies. But even though they regularly interact with customers, most marketing functions still prioritize internal...

• For Security & Risk Professionals

  Report

  Report Building A Customer-Obsessed IAM Team

  Organization: The Identity And Access Management Playbook

  June 30, 2017 | Merritt Maxim, Andras Cser

  For security and risk (S&R) leaders building a comprehensive customer identity and access management (CIAM) strategy for their digital business, this report provides an overview of the skills and...

• For Customer Experience Professionals

  Report

  Report Four Myths About Consumer Emotion That Are Leading You Astray

  A Consumer Technographics® Report

  June 19, 2017 | Anjali Lai

  Companies that struggle to resonate with customer emotions often lack an understanding of how those emotions work; they're trapped in the belief that technology is functional, not emotional. We can...

• 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

  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 Remove Barriers And Add Enablers For A Customer-Centric Culture

  Optimize Your Culture Practices For CX Transformation

  June 19, 2017 | Samuel Stern

  Once customer experience (CX) transformation leaders have established solid culture practices, they should move on to optimizing their culture transformation by making customer-centric behavior...

• For Customer Experience Professionals

  Report

  Report Three Culture Practices For Long-Term Customer Centricity

  Innovate Your Culture Practices For CX Transformation

  June 19, 2017 | Samuel Stern

  Very few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...

• For Customer Experience Professionals

  Report

  Report The Five Essential Steps To Plan Your CX Transformation

  The Strategy Report In The CX Transformation Playbook

  June 19, 2017 | Harley Manning

  Customer experience (CX) transformations are huge, complex, and expensive. That's why, as a CX transformation leader, you need to craft a plan detailing why and how you want to transform your...

• For CIO Professionals

  Report

  Report Navigate Trump-Era Uncertainty With The Compass Of Customer Obsession

  Respond To New Policy And Regulatory Environments With Customer-Led, Insights-Driven, Fast, And Connected Strategies

  June 8, 2017 | Bobby Cameron, Melissa Parrish

  US president Donald Trump is heralding or taking actions that will redefine the environment for US-based and global businesses. The administration could fundamentally alter policy, regulations, and...

• For CIO Professionals

  Report

  Report Top Five Imperatives To Win In The Age Of The Customer

  May 23, 2017 | Sharyn Leaver

  Customer-obsessed companies have the highest median three-year growth in sales. But only 13% of firms have achieved this level of customer obsession. Why? Because it's hard. It requires remaking...

• For Customer Experience Professionals

  Report

  Report Lead With A Scaled Design Thinking Mindset

  Embrace Design For Customer Obsession

  May 8, 2017 | Ryan Hart

  Some of the most admired, innovative, and valuable companies in the world have embraced the practice of design — not simply to differentiate their products in the market, but also to improve the...

• For B2B Marketing Professionals

  Report

  Report SMBs Now View Their Tech Investments Through An Enterprise-Like Lens

  April 25, 2017 | Caroline Robertson

  This may be the last small and medium-size business (SMB) technology budget report that Forrester writes for the B2B marketing leader because SMBs are now approaching technology like enterprises...

• For CIO Professionals

  Report

  Report Speed And Innovation Drive CIO Success

  Bimodal Dinosaurs Won't Be Able To Lead Their Companies To Success

  April 24, 2017 | Tim Sheedy, Matthew Guarini

  CIOs and tech teams play critical roles in enabling organizations to use technology and deliver on customer promises. One of the most important success factors is the ability to drive innovation...

• For CIO Professionals

  Report

  Report Case Study: BMJ Takes On Culture Change As Part Of Its Digital Journey

  Best Practices For Transforming Culture For Digital Disruption

  April 20, 2017 | Nigel Fenwick

  Transforming your company's culture for digital disruption is one of the key challenges digital leaders face today. Sharon Cooper, BMJ Publishing Group's (BMJ) chief digital officer (CDO), knew...

• 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

  March 16, 2017 | Oliwia Berdak, Joana van den Brink-Quintanilha

  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...