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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 Organizing For Success In Collaboration

    Organization: The Enterprise Collaboration Playbook
    October 23, 2020 | Art Schoeller

    Too often, technology leaders approach staffing for collaboration as they would other projects led by the technology organization. Application development and delivery (AD&D) leaders must establish...

  • Report The Critical Role Of Policy In Enterprise Collaboration

    Processes: The Enterprise Collaboration Playbook
    October 21, 2020 | Art Schoeller

    A clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy,...

  • Report The Path To Customer Obsession Is Paved With Enterprise Collaboration

    Vision: The Enterprise Collaboration Playbook
    October 20, 2020 | Art Schoeller

    To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged...

  • Report Innovate Successfully: Future-State Journey Mapping

    Companies pursue innovation to succeed but often miss the mark because their efforts aren't rooted in customer understanding and don't deliver value. Customer experience (CX) pros can help, using a...

  • Report Forrester Predictions 2021

    October 20, 2020 | Sharyn Leaver

    The events of 2020 have fundamentally changed the business landscape. Out of the disruption, new ways of working will take hold, and new customer realities will define priorities. Forrester's 2021...

  • Report How To Make Sense Of Martech Mayhem

    A Reference Guide To Help Assemble Your Martech Ecosystem
    October 19, 2020 | Rusty Warner

    B2C marketers must integrate enterprise marketing technology (martech) components from multiple vendors to assemble their own unique ecosystems. Working with enterprise marketing software suite...

  • Report Organize Your App-Dev Teams With Agile And DevOps

    Organization: The Modern Application Delivery Playbook
    October 9, 2020 | Diego Lo Giudice

    Application development and delivery (AD&D) leaders are embracing modern application delivery practices and taking the steps they need to transform their organizations. This means changing culture,...

  • Report Service Desk 2020: It's All About Employee Experience

    Reliable, Accessible Services Fuel Innovation And Satisfaction
    October 6, 2020 | Charles Betz, Andrew Hewitt

    Although new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. In an era of...

  • Report Assess And Enhance Your Modern Application Delivery Journey

    Assessment: The Modern Application Delivery Playbook
    October 2, 2020 | Diego Lo Giudice

    Customer-obsessed organizations increasingly expect application leaders to speed and scale software delivery. Many application development and delivery (AD&D) leaders know they need to improve, but...

  • Report Gain A Competitive Advantage Through Enterprise Collaboration

    Executive Overview: The Enterprise Collaboration Playbook
    September 4, 2020 | Art Schoeller

    Many collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration (EC) strategy engages employees and connects the...

  • Report Define Your CRM Plan

    Strategic Plan: The CRM Playbook
    August 28, 2020 | Kate Leggett

    To avoid wasting time and effort on ill-conceived CRM initiatives, organizations should keep a laser focus on creating business value. Sound planning for CRM requires application development and...

  • Report The Financial Payback For Marketing Measurement

    Business Case: The Marketing Measurement And Insights Playbook
    August 28, 2020 | Jim Nail

    As marketers are increasingly held accountable for the financial returns of their efforts, they need sophisticated measurement that accurately apportions credit to the myriad touchpoints in a...

  • Report Now Tech: Microsoft Business Applications Services, Q3 2020

    Forrester's Overview Of 39 Microsoft Business Applications Service Providers
    August 28, 2020 | Leslie Joseph

    You can use Microsoft Business Applications to enable digital business transformation, extend business functionality flexibly, and accelerate the cloud journey. Realizing these benefits is made...

  • Report A Three-Step Approach To Jump-Starting CX Transformation In Government

    Government Organizations Are Making Inroads But Have A Long Journey Ahead
    August 25, 2020 | Riccardo Pasto

    High-quality customer experience (CX) drives mission success. When government CX improves, customers engage, trust, and forgive; government operations run more smoothly and cost less; and people's...

  • Report An Illustrated Guide To Collecting Zero-Party Data

    Use Microexperiences To Quickly And Easily Collect Rich Customer Attributes
    August 20, 2020 | Stephanie Liu

    Zero-party data (ZPD), or data that a consumer proactively and intentionally shares about herself, has always been a valuable source of customer insight. B2C marketers today are building a variety...

  • Report Define Your Social Media Maturity To Advance Your Social Marketing

    Assessment: The Social Marketing Playbook
    August 14, 2020 | Jessica Liu

    B2C marketers can't get more from their social marketing investments without first understanding where they are now in their overall social media maturity. Read this report to learn about the...

  • Report Build The Business Case For Cybersecurity And Privacy

    Business Case: The Cybersecurity And Privacy Playbook
    August 14, 2020 | Sean Ryan

    Mega data breaches will often spur organizations to invest in cyber security. However, if the approach is reactive and unplanned, then it's a wasted opportunity. Use this report to structure a...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    August 14, 2020 | Ian Jacobs, Kate Leggett

    In the age of the customer, customer service must be a cornerstone of a company's customer experience (CX) strategy. Customer service leaders must invest in modernizing their technology. Doing so...

  • Report Introducing AI-Powered, Human-Controlled Digital Decisioning Platforms

    Use DDPs To Encapsulate Decision Logic Powered By The Best Of Analytics, AI, Math, And Human Logic
    August 11, 2020 | Mike Gualtieri, Boris Evelson

    Digital decisioning platforms (DDPs) allow application development and delivery (AD&D) pros to combine the best of human decision logic with the best of AI to implement application-embedded...

  • Report Vast, Fast, And Relentless: Consumer Buying Enters A New Era

    What B2C Businesses Need To Know To Survive And Thrive In The Next Decade

    It won't be news to anyone that consumers are more empowered than ever, but it's hard to pin down in precisely what ways they're empowered and how that changes the way businesses must serve them....

  • Report Q&A: Defining "Customer" At B2B2C Companies

    Insights From A CX North America Panel Discussion
    August 11, 2020 | Judy Weader, Sam Karpinski

    B2B2C companies deliver value to multiple types of customers (including partners — the first "B" — and end consumers), which can make it difficult for them to know the types of customers on which...

  • Report Design For Confidence

    In Uncertain Times, Your Customers Want Certainty More Than Ever
    August 10, 2020 | Andrew Hogan, Senem Guler Biyikli

    Facing the COVID-19 pandemic, customers are battling uncertainty from all corners, needing confidence more than ever. Many companies strive for experiences that are seamless, easy, or beautiful,...

  • Report Scaling Agile: What The Spotify Approach Can Do For You

    Roadmap: The Modern Application Delivery Playbook
    August 7, 2020 | Diego Lo Giudice

    Spotify's model for scaling Agile software delivery has gained interest among enterprises and application development and delivery (AD&D) pros alike, which we learned in our research and interviews...

  • Report Virtual Journey Mapping For Effective Remote Collaboration In Times Of Crisis And Recovery

    Use Virtual Journey Mapping To Optimize Customer And Employee Journeys
    August 7, 2020 | Joana de Quintanilha

    In today's pandemic environment, customers' needs are shifting: They're adopting never-before-seen behaviors and engaging more digitally. It's more crucial than ever to understand how your...

  • Report The Forrester Wave™: API Management Solutions, Q3 2020

    The 15 Providers That Matter Most And How They Stack Up
    August 4, 2020 | Randy Heffner

    In our 26-criterion evaluation of API management solutions providers, we identified the 15 most significant ones — Axway, Broadcom, Google, IBM, Kong, Microsoft, MuleSoft, Perforce Software, Red...

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