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FORRESTERNOW

As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Implement Essential Change Management Practices To Improve Digital Experience Delivery

    Continuous Improvement: The Digital Experience Delivery Playbook
    December 29, 2020 | Joe Cicman, Caleb Ewald

    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 a...

  • Report Debunking Three Services Sourcing Myths

    How To Align Your Sourcing Strategies To The Future Of Services
    December 16, 2020 | Duncan Jones

    The old plan-build-run models of services are giving way to a new services paradigm where transformation is continuous and multidimensional. To derive competitive advantage from it, CIOs need...

  • Report Cloud Powers The Adaptive Enterprise

    Vision: The Cloud Computing Playbook
    November 30, 2020 | Dave Bartoletti

    Cloud is no longer tactical but rather a strategic enabler of connected platform economies. Infrastructure and operations (I&O) leaders must orchestrate cloud ecosystems that link employees,...

  • Report The Top Five Best Practices For RPA In Customer Service

    How To Drive Great Agent And Customer Experiences With RPA
    April 6, 2020 | Kate Leggett

    Just under half of customer service operations we surveyed are using robotic process automation (RPA) to automate repeatable agent tasks. RPA helps onboard agents faster, boosts their confidence,...

  • Report Take The Wheel: Build Your Cloud Roadmap Now

    Roadmap: The Cloud Computing Playbook
    January 30, 2020 | Dave Bartoletti, Lauren Nelson

    Your customers demand more cloud-enabled experiences. Your business leaders want the latest cloud applications; your developers want new cloud-native tools to deliver software faster; and your tech...

  • Report Research Overview: Vendor Management For Customer-Obsessed Enterprises

    An SVM Leader's Guide To Research About What Matters To Their Firm's Customers
    October 1, 2019 | Duncan Jones

    Technology suppliers are increasingly central to firms' innovation and differentiation, which means that vendor management offices (VMOs) need to change. This report provides an overview of a range...