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  • For Customer Experience Professionals

    Report

    Report Clear Communication Is Vital For Government CX Success

    Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics
    February 14, 2018 | Faith Adams, Rick Parrish

    How well federal agencies communicate with their customers has a surprisingly large impact on the overall customer experience they deliver. This outsized influence can be a game-changer for your...

  • For CIO Professionals

    Report

    Report The 2018 Outlook For US Industries And Their Tech Budgets

    Chemicals And Insurance Lead The Way; Government And Media And Entertainment Are Lagging
    December 13, 2017 | Andrew Bartels

    As CIOs and their business partners develop their tech budget plans based on their business' strategy and requirements, it can be useful to look at what other firms are doing, especially firms in...

  • For CIO Professionals

    Report

    Report Governments Spot The Potential For Industrial IoT

    Policymakers Around The World Look For Ways To Modernize Manufacturing, And IoT Is Part Of That
    November 21, 2017 | Paul Miller

    The German Industrie 4.0 is recognized around the world. But other countries have similar programs to digitize manufacturing, improve skills, and harness the potential of the industrial internet of...

  • For Security & Risk Professionals

    Report

    Report Predictions 2018: Cybersecurity

    Landscape: The S&R Practice Playbook
    November 7, 2017 | Andras Cser, Jeff Pollard, Merritt Maxim

    In 2018, consumers and businesses will face challenges brought on by four primary forces: 1) rising tensions in international relations; 2) ubiquitous connectivity; 3) digital transformation...

  • For Security & Risk Professionals

    Report

    Report Security Strength And Ease Benchmark: US Most-Visited Federal Government Websites, 2017

    Only 33% of federal customers are confident that the government keeps their personal information secure, and almost 50% rate federal website ease of use as neutral or poor. In this report for S&R...

  • For Customer Experience Professionals

    Report

    Report The US Federal Customer Experience Index, 2017

    September 6, 2017 | Rick Parrish, Margaret Rodriguez

    The White House requires federal agencies to provide customer experiences that match the best of the private sector's. In this report, we measure agencies' progress toward this goal with our annual...

  • For Enterprise Architecture Professionals

    Report

    Report The State Of Records Management In Government: Challenges And Priorities For 2017

    Findings From Government Respondents: Forrester/ARMA International Records Management Online Survey, Q1 2017
    September 5, 2017 | Cheryl McKinnon

    Government records and information management (RIM) professionals are struggling to attract and develop the skills they need to support digital transformation. Enterprise architecture (EA) pros are...

  • For CIO Professionals

    Report

    Report The "Data For Good" Movement Delivers Social Impact

    Civic Insights Service Providers Demonstrate That "Good" Is Good Business

    A growing cadre of business and tech leaders, academics, data scientists and engineers, software developers, and UX designers envisions using new data sources and analytics technologies to address...

  • For Application Development & Delivery Professionals

    Report

    Report Vendor Landscape: Services Providers For US Government Salesforce Integration

    More US Government Clients Are Signing With Salesforce As A Path To Modernization, But Selecting The Right Services Partner Is Key
    August 21, 2017 | Liz Herbert, Rick Parrish

    The US government has received a clear message: Modernize now. Government agencies have allocated new funds for major technology refreshes, and Salesforce is garnering significant interest. But...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Our Favorite Mobile Websites, And How They Did It

    Five Case Studies Show How To Reinvent Your Mobile Website
    July 21, 2017 | Danielle Jessee, Ted Schadler

    Few customers and even fewer prospects will use your app — but they will visit your website on their phones. Alas, when they arrive, their experience pales in comparison to your app — and even your...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Australia Post Embraces Digital Business Transformation

    Drive Cultural Change To Deliver Improved Customer Value
    June 2, 2017 | Michael Barnes

    Unless your company is a startup, you are very likely scrambling to reinvent your organization in the face of digital disruption while continuing to leverage your core business strengths. Australia...

  • For Enterprise Architecture Professionals

    Report

    Report Drive Digital Innovation With Blockchain

    China's Blockchain Market Is Entering The Era Of Blockchain 2.0
    April 10, 2017 | Charlie Dai, Eryan Zhou

    While blockchain technology is still in its early stages, its synergistic use of multiple technology building blocks opens doors to new business models and opportunities. CIOs and enterprise...

  • For Security & Risk Professionals

    Report

    Report Vendor Landscape: Anti-Money-Laundering Solutions, 2017

    Digital Innovation And Stricter Regulations Reinvigorate The AML Market
    March 29, 2017 | Andras Cser, Nick Hayes

    Due to recent global terrorist attacks; corporate corruption; and worsening illicit markets such as drugs, guns, and human trafficking; governments realize the importance of countering criminal and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The DOL Fiduciary Rule Has Momentum; Go With It

    Despite Regulatory Uncertainty, The US Retirement Plan Industry Is Changing; Don't Be Left Behind
    March 24, 2017 | Davis Janowski

    President Trump's executive order calling for a review of the Department of Labor's proposed fiduciary rule has left many in the US retirement plan industry uncertain about how to proceed or how to...

  • For Security & Risk Professionals

    Report

    Report Quick Take: The CIA — Good At Spying, Bad At Data Loss Prevention

    Key Takeaways From The WikiLeaks Revelations Of Widespread CIA Device-Hacking
    March 10, 2017 | Jeff Pollard

    This week, controversial media organization WikiLeaks released a trove of leaked documents purporting to prove the existence of a sophisticated covert US Central Intelligence Agency (CIA) hacking...

  • 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 CIO Professionals

    Report

    Report US Government Sector Tech Spending Trends, 2017 To 2018

    Government CIOs Must Find Ways To Increase BT Spend Amid Tight Budgets
    February 8, 2017 | Andrew Bartels, Rick Parrish

    US federal, state, and local government CIOs are caught in a bind. The age of the customer is as real to them as it is to public companies. Government CIOs need to make investments in analytics,...

  • For Security & Risk Professionals

    Report

    Report GRC Vision 2017-2022: Customer Demands Escalate As Regulators Falter

    Vision: The Governance, Risk, And Compliance Playbook

    In reaction to sweeping regulations and massive corporate failures, governance, risk management, and compliance (GRC) efforts have evolved slowly over the past 15 years. However, in the next five...

  • For Infrastructure & Operations Professionals

    Report

    Report Deliver Digital Operational Excellence And Digital Customer Experience Innovation With Wearables

    The Enterprise Wearables Journey, 2017
    February 1, 2017 | J. P. Gownder

    In 2017, we'll see a new level of maturity in the enterprise wearable arena, with fewer pilots and more deployments in areas like smart glasses, virtual reality (VR), health monitors, and other...

  • For Customer Insights Professionals

    Report

    Report Case Study: How Buenos Aires Became Insights Driven

    Systems Of Insight Shed Light On Solutions To Citizen Complaints
    January 31, 2017 | Jennifer Belissent, Ph.D.

    Buenos Aires found itself in desperate need of change. Public works projects crippled the city. Citizen frustration reached new heights. And city budgets shrunk with the elimination of electricity...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disruptive Fintech Is Dead — Long Live Collaborative Fintech!

    Takeaways From Global Fintech Hackcelerator And FinovateAsia 2016
    January 23, 2017 | Zhi Ying Ng

    Digital financial innovation shows no signs of abating, with a series of financial technology (fintech) startups placing Hong Kong and Singapore firmly on the innovation map. As FinovateAsia 2016...

  • For Security & Risk Professionals

    Report

    Report Lessons Learned From The World's Biggest Data Breaches And Privacy Abuses, 2016

    Breaking news of a massive customer breach or blatant privacy abuse dominates the headlines for days. However, months and even years later, affected customers still struggle with the aftermath and...

  • For Application Development & Delivery Professionals

    Report

    Report Better Government Outcomes In India Require IoT At Scale

    Beyond Citizen Services, Agencies In India Are Prioritizing IoT To Monetize Services And Plug Revenue Leaks
    January 9, 2017 | Somak Roy

    India is among the frontrunners in internet of things (IoT) adoption, and the wave has hit government agencies as well. Smart city pilots focusing on transport, traffic, lighting, waste bins,...

  • For Customer Insights Professionals

    Report

    Report All Show, Little Go: Cities Must Link Insights To Action

    True Systems Of Insight Help Transform Insights Into Actions
    December 13, 2016 | Jennifer Belissent, Ph.D.

    Last week in Barcelona, Smart City Expo and World Congress (SCEWC) showcased the latest in technology-based management of dynamic urban environments and their populations. In its sixth year, 568...

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