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  • Report Cloud Powers The Modern Adaptive Enterprise

    Vision: The Cloud Computing Playbook
    October 11, 2019 | 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 Serverless Development Best Practices

    Developers Better Serve The Business With A Serverless Approach — When They Adopt Three New Practices
    October 2, 2019 | Jeffrey S. Hammond, John R. Rymer

    Serverless is a hot topic among application development and delivery (AD&D) pros building in the cloud. Why? Serverless lets developers focus on what the business cares about — their code — rather...

  • Report Design Your Contact Center To Be Customer-Centric

    Strategic Plan: The Contact Centers For Customer Service Playbook
    September 25, 2019 | Art Schoeller

    As enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...

  • Report Build An Outside-In Contact Center Road Map

    Road Map: The Contact Centers For Customer Service Playbook
    September 17, 2019 | Art Schoeller

    In most industries, a large percentage of customer contacts need support from contact center agents. Developing a solid contact center road map in the context of a broader customer experience (CX)...

  • Report Developer Engagement Best Practices

    How Vendors Drive Software Adoption By Engaging With Developers
    September 13, 2019 | Jeffrey S. Hammond

    Enterprise software companies traditionally focus on selling new products to technical management and business leaders, but influential developers offer another channel for adoption. Engaging...

  • Report Machine Learning Powers The Industrial Internet Of Things

    Insights From IoT Software Platforms Create New Service-Based Experiences To Delight Customers And Drive Growth
    September 10, 2019 | Paul Miller, Michele Pelino

    The internet of things (IoT) plays a pivotal role in transforming the industrial sector. Connecting machines to record their usage patterns is often the first step, and it can deliver tangible...

  • Report Use Data From The Industrial Internet Of Things To Deliver Customer-Centric Business Models

    A Great Physical Product Is No Longer Enough, So Manufacturers Turn To IoT To Build New Connections With Their Customers
    September 10, 2019 | Paul Miller

    Product-as-a-service business models have mostly been limited to expensive, long-term investments like jet engines. However, the increasing ubiquity of internet-of-things (IoT) sensors and...

  • Report The Spotify Approach In Banking: Don't Copy It; Adapt It

    How To Scale Agile By Cherry-Picking From The Spotify Approach
    September 6, 2019 | Diego Lo Giudice, Oliwia Berdak

    Born-digital firms have embraced next-generation organizational structures. The Spotify approach in particular is hogging the limelight. But what works in lean digital businesses might not be...

  • Report Agile Organizations Need Modern Governance Structures

    People: The Agile Software Leadership Playbook
    August 23, 2019 | Margo Visitacion

    Responding to demand for high-quality customer experience, firms have adopted Agile to innovate. When these digital initiatives scale, however, any enterprise program management maturity they lack...

  • Report Embrace Decentralized Decision Making, But Keep Planning Holistic

    Processes: The Agile Software Leadership Playbook
    August 23, 2019 | Margo Visitacion

    For a few years now, enterprise decision makers have most often listed improving customer experience (CX), growing revenue, or reducing costs as their top priority. Changing customer demands mean...

  • Report The Future Of VDI Is Cloud

    Cloud-Based Virtualization Will Surpass On-Premises VDI To Improve Scalability And Manageability
    July 31, 2019 | Andrew Hewitt, David K. Johnson

    Seeking to arm employees with the technology they need to drive business growth, enterprises have invested in digital workspace technologies like virtual desktop infrastructure (VDI), but change is...

  • Report Adoption Profile: Hosted Private Cloud In North America, Q2 2019

    HPC Providers Shift Focus To Managed Services As Public Cloud Continues To Absorb More Of Their Market
    July 3, 2019 | Lauren E. Nelson

    While not the shiniest toy on the shelf, hosted private cloud (HPC) holds a unique position in serving multiple scenarios and users. HPC bridges the public and private cloud spaces — combining the...

  • Report How To Budget For Employee-Facing Technology For 2020

    Align Technology Purchases To Business Imperatives For EX Success
    June 10, 2019 | Andrew Hewitt

    Infrastructure and operations (I&O) leaders planning their budgets for 2020 and beyond must purchase technology that enables employees to win, serve, and retain customers. But workforce...

  • Report Five Key Trends That Will Reshape The Employee Technology Experience

    Keep Employee Experience At The Center Of Your Technology Strategy As You Move Past Windows 7
    May 22, 2019 | Andrew Hewitt

    Windows 7 has been a corporate PC staple — but at nearly 10 years old, it's at its end of life. Though some infrastructure and operations (I&O) leaders responsible for employee technology have...

  • Report Adoption Profile: Hosted Private Cloud In Europe, Q2 2019

    Local Providers Target Dedicated Infrastructure, Unique Scenarios, And Services
    May 7, 2019 | Lauren E. Nelson, Paul Miller

    Adoption of hosted private cloud (HPC) continues to grow, despite criticism. HPC combines the expertise of a cloud service provider with the isolation of a private cloud. While some balk at its...

  • Report The State Of Chromebooks, 2019

    When The Conditions Are Right, Chromebooks Can Improve Both Customer And Employee Experience
    April 30, 2019 | Andrew Hewitt, J. P. Gownder

    Eight years into their existence, Chromebooks haven't taken the enterprise market by storm — but have slowly but surely gained enterprise mindshare. I&O leaders are reassessing how Chromebooks can...

  • Report Adoption Profile: Private Cloud In North America, Q2 2019

    Open Source Is Everywhere, And Private Cloud Redefines Itself
    April 29, 2019 | Lauren E. Nelson

    Contrary to popular belief, private cloud is here to stay. And as enterprises align their cloud strategies to business objectives, they're redefining it. Many enterprises face a stark reality:...

  • Report How To Wake Up From The Nightmare Of Workplace Technology Distraction

    Build A Solid User Experience To Enable A More Focused Workforce
    April 26, 2019 | Andrew Hewitt

    To remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees' productivity, collaboration, and connection to...

  • Report Get The Most Out Of IoT-Connected Business Operations Services Engagements

    Insights From The Forrester Wave™: Global IoT Services For Connected Business Operations, Q4 2018
    April 23, 2019 | Michele Pelino, Bill Martorelli

    The market for internet-of-things (IoT) professional services is robust but immature. Consequently, technology stakeholders driving connected business operations initiatives must sift through...

  • Report The State Of Low-Code Platform Adoption, 2018

    February 6, 2019 | John R. Rymer, Bill Seguin

    Low-code development platforms are an increasingly hot topic of discussion with Forrester clients, but is this trend a flash in the pan? In 2018, Forrester gathered insights into the state of...

  • Report Put Product Management To Work In Software Development

    Organize Development By Product And Reap The Benefits
    February 4, 2019 | Christopher Condo, Bill Seguin

    To deliver software faster, top-performing application development and delivery (AD&D) organizations have adopted product-centric teams that obliterate organizational silos and force teams to...

  • Report The Future Of Enterprise Computing

    Driving Employee Experience Improvements Requires A Long-Term Vision Of Devices And Apps
    January 18, 2019 | J. P. Gownder, Andrew Hewitt

    In 2007, Forrester predicted that the PC market would grow beyond its then-standard two-form factors (laptops and desktops) — a prediction that came true and redefined enterprise and consumer...

  • Report The Path To Autonomous Testing: Augment Human Testers First

    Distinguishing Myth From Reality In AI-Based Autonomous Testing
    January 7, 2019 | Diego Lo Giudice

    Digital acceleration can't happen without better-quality software, and software testing matters more than ever for quality at speed. However, test automation lags, and growing complexity challenges...

  • Report Tackling The Unsexy Challenge Of Mainframe Modernization

    The Cloud Era Demands Connection To Modern DevOps Practices
    December 21, 2018 | Lauren E. Nelson, Chris Gardner

    The death knell for mainframe has rung every year for the past several decades, but it's not going away. Infrastructure and operations (I&O) professionals are doubling down, migrating off, and...

  • Report Industry Spotlight: Improving Employee Mobility In Financial Services

    Do Right By Your Regulations, But Don't Forget About Employee Experience
    November 1, 2018 | Andrew Hewitt

    Mobile infrastructure and operations (I&O) teams in financial services firms face the daunting task of creating productive mobile experiences for employees while also navigating the unique security...

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