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  • Report Consultancies Change The Game For Agencies And Marketers

    Adapt By Transforming Your Agency Management Approach
    January 30, 2018 | Jay Pattisall

    Global consultancies have entered the agency marketplace. Why should marketers care? Because these new entrants bring skills and a model that disrupts the marketing game for agencies and marketers...

  • Report 2017 Indian Bank Digital Sales Functionality Benchmark

    ICICI Bank Leads The Pack, Just Ahead Of Axis Bank
    January 30, 2018 | Ashutosh Sharma, Arnav Gupta

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of five large retail banks in India. ICICI Bank leads the pack with a score of 55 out of 100, just...

  • Report Marketers Weigh In: More Social Media Management Features Don't Guarantee Success

    January 30, 2018 | Erna Alfred Liousas

    Today's social media management solutions are complex because the social media landscape is complex. Unfortunately, marketers are complicit in this complexity when they choose vendors based on...

  • Report The Top Qualities Of Elite CX Brands

    What Firms At The Top Of Forrester's Customer Experience Index Have In Common
    January 30, 2018 | Tom Champion

    What does it take to deliver elite customer experiences? To find out, Forrester interviewed customer experience (CX) professionals at brands that have repeatedly placed in the top rungs of...

  • Blog Celebrate Data Privacy Day By Learning More About Your Consumers’ Privacy Attitude And Behaviors

    January 30, 2018 | Enza Iannopollo

    When growing demand for more transparent information and control over personal data meets new rights and safeguards that enable consumers and employees just to do that, it’s an event to celebrate...

  • Blog The Healthcare Industry Is Not Immune From The Amazon Effect

    January 30, 2018 | Kate McCarthy

    Perhaps no company has been so consistently disruptive as Amazon. Their ability to step in to new markets and upend the status quo by delivering consistent customer experiences with digital...

  • Blog SAP Acquires Callidus Software For $2.4 Billion

    January 30, 2018 | John Bruno

    The definition of CRM has changed. Yes, that is a big statement to make, but it’s an important one. CRM grew from a customer data repository into functional applications, first with sales...

  • Report Data Management Platforms Fail To Meet Power-User Expectations

    Savvy Marketer Skills Outpace DMP Capabilities
    January 30, 2018 | Susan Bidel, Samantha Merlivat

    The Forrester Wave™: Data Management Platforms, Q2 2017 is the third examination of the technical capabilities of the participating data management platform (DMP) vendors. The rubber meets the...

  • Report Great Companies Center Their Tech Strategy On Customers

    Don't Ignore The Basics, But Keep Boldly Adapting Your Strategy To Meet One Goal — Serving Customers
    January 30, 2018 | Dave Bartoletti, Bobby Cameron

    Technology leaders need to rethink strategic planning in the age of the customer. Technology strategies are too often just collections of loosely related project plans and too focused on tech...

  • Blog Dead Brands And Living Brands

    January 30, 2018 | Ryan Skinner

    MIT Media Labs may have helped put a fork in the monolithic approach to branding in 2011. Today great brands are less recognizable by a particular color palette than by a tonal, or spiritual, or...

  • Report Millennials Drive The Sharing Economy

    North American Consumer Technographics®
    January 29, 2018 | Jonathan Winkle

    The sharing economy — peer-to-peer platforms that provide access to shared goods and services — is firmly established and poised to grow to an estimated $335 billion in the US by 2025. Millennials...

  • Report New Tech: Computer Vision Software For AI In China, Q1 2018

    Forrester's Overview Of The Landscape Of Providers Of Computer Vision Software For Artificial Intelligence In China
    January 29, 2018 | Charlie Dai

    Computer vision software is a key technology domain of artificial intelligence (AI), augmenting machines with visual capabilities such as facial recognition, character recognition, object...

  • Report Advance Your Digital Maturity In Singapore And Hong Kong

    Digital Transformation Efforts Still Lack Scale And Discipline
    January 29, 2018 | Frederic Giron

    Most firms in Hong Kong (HK) and Singapore have already begun their digital transformation journeys. But how far along are they? This report leverages Forrester's digital business maturity...

  • Report Case Study: Prudential Put Customers First And Revitalized Its Business Performance

    Scale Customer Experience Quick Wins To A Total Business Makeover
    January 26, 2018 | Tom Mouhsian

    Creating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an...

  • Report Take An Iterative Approach To Digital Banking Strategy

    Strategic Plan: The Digital Banking Strategy Playbook
    January 26, 2018 | Peter Wannemacher

    Digital business leaders must define and then execute digital banking strategy. To do this, they must craft an action plan that sets out the guiding principles of the bank's digital strategy and...

  • Report Develop A Recovery Readiness View To Gain Insights Into Your Recovery

    Envision And Build Predictable Technology Infrastructure
    January 26, 2018 | Naveen Chhabra

    Businesses demand a reliable and predictable technology infrastructure. While infrastructure and operations (I&O) professionals have embraced a myriad of technologies to improve availability,...

  • Report Case Study: Airports Authority Of India Achieves Continuous Operations Despite Natural Calamity

    The Comprehensive Planning, Recovery Automation, And Frequent Testing Of AAI And NIIT Technologies Delivers Results
    January 26, 2018 | Naveen Chhabra

    Infrastructure and operations (I&O) professionals get the importance of developing a comprehensive disaster recovery (DR) plan, testing it frequently, and automating it as much as possible. But...

  • Report From An Island To A Web: The Modern Data Center

    Infrastructure Managers Must Prepare For A Future Without Infrastructure
    January 26, 2018 | Sophia I. Vargas

    Digital transformation has changed how organizations buy and leverage technology resources. As cloud services gain popularity, firms struggle to reconcile new investments with legacy assets when...

  • Report Use Product Data Feeds To Increase Online Sales

    How Brands Should Optimize Product Data That Drives Traffic And Conversion
    January 26, 2018 | George Lawrie

    Product data is the cornerstone of direct-to-consumer (D2C) success. It powers search and comparison engines that guide consumers in the initial discover and explore stages of the customer journey....

  • Blog Observations On NRF 2018: Making Retail Great Again

    January 26, 2018 | George Lawrie

    The National Retail Federation’s Big Show attracted tens of thousands of attendees . Far from resigning themselves to conquest by market places they are determined to make the right investments to...

  • Report Track Digital Insurance Success With Customer-Centric Metrics

    Performance Management: The Digital Insurance Strategy Playbook
    January 26, 2018 | Zhi-Ying Barry

    Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-centric or channel-specific rather than customer-focused. Digital...

  • Report Introducing Forrester's Consumer Privacy Segmentation — EU

    January 25, 2018 | Enza Iannopollo, Gina Fleming

    In this report, we apply Forrester's Consumer Privacy Segmentation to our Empowered Customer Segmentation in the EU-5 — France, Germany, Italy, Spain, and the UK — to understand how privacy...

  • Report Define And Articulate The Role Of Risk Management

    Processes: The Governance, Risk, And Compliance Playbook
    January 25, 2018 | Christopher McClean

    As a risk professional, you are now in a position to exert more influence on your firm and increase the value your team offers, but if your efforts are unfocused, determining success will be...

  • Report Demystifying Serverless Computing

    What The Serverless Movement Is, And Why You Should Care
    January 25, 2018 | Jeffrey S. Hammond, John R. Rymer

    Tempted to dismiss "serverless" as just the latest fad in application development? Don't. Read this report to understand how serverless — a set of cloud services, programming patterns, business...

  • Report Tap Into Your Services Partner's Ecosystem

    Leading Services Firms Orchestrate Your Ecosystem, From Startups To Stalwarts
    January 25, 2018 | Amanda LeClair

    The drumbeat of "disrupt or be disrupted" is often substantiated by the success of Uber and Airbnb, insinuating that your organization is under threat from digital startups. But as the importance...

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