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Report Design Your Contact Center To Be Customer-Centric
Strategic Plan: The Contact Centers For Customer Service Playbook
September 25, 2019 | Art SchoellerAs enterprises strive to offer better customer experience (CX), they must incorporate organizational and operational change into contact center architectural design. Companies must establish...
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Webinar Shift Performance Testing Left To Get Continuous Delivery Right!
September 25, 2019 | Diego Lo GiudiceAs application development and delivery teams speed up continuous delivery (CD), they find that performance testing too late in the cycle often results in costly rework. Continuous testing is...
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Report Leverage Public Cloud To Accelerate Your Machine Learning Adoption In North America
Meet The Service Ecosystem Of Machine Learning In The Public Cloud
The public cloud is increasingly taking on machine learning (ML) workloads. This report analyzes the key benefits of cloud-based ML and describes how companies in North America (NA) are using it to...
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Report The Forrester Wave™: Cloud-Native Continuous Integration Tools, Q3 2019
The 10 Providers That Matter Most And How They Stack Up
September 19, 2019 | Christopher CondoIn our 27-criterion evaluation of cloud-native continuous integration (CI) tool providers, we identified the 10 most significant ones — Amazon Web Services (AWS), Atlassian, Buildkite, CircleCI,...
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Report Build An Outside-In Contact Center Road Map
Road Map: The Contact Centers For Customer Service Playbook
September 17, 2019 | Art SchoellerIn 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)...
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Report Now Tech: Continuous Integration Tools, Q3 2019
Forrester's Overview Of 16 Continuous Integration Tools Providers
September 16, 2019 | Christopher CondoContinuous integration (CI) tools are a lifeblood necessity for application development and delivery teams (AD&D) by enabling them to work on a common code base safely and at speed. But to realize...
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Report Five Lessons From The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019
These New Technologies Require Novel Approaches To Purchasing Enterprise Software
September 16, 2019 | Ian JacobsEarlier this year, Forrester evaluated 14 different conversational AI for customer service solutions. During that research, we identified five key lessons that brands considering such technologies...
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Report Developer Engagement Best Practices
How Vendors Drive Software Adoption By Engaging With Developers
September 13, 2019 | Jeffrey S. HammondEnterprise software companies traditionally focus on selling new products to technical management and business leaders, but influential developers offer another channel for adoption. Engaging...
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Webinar Leverage Six Emerging Technologies To Transform Digital Insurance
September 12, 2019 | Ellen Carney, Piers ConwayEmerging technology is transforming the business of insurance. Hundreds of disruptive early-stage insurers and insurtech startups are roiling up the status quo, powered by emerging and sometimes...
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Report The Spotify Approach In Banking: Don't Copy It; Adapt It
How To Scale Agile By Cherry-Picking From The Spotify Approach
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...
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Report The Future Of The Enterprise Software Industry
Prepare For A Buyers' Market In Enterprise Software, 2020 To 2030
September 5, 2019 | Christopher MinesBusiness spending on software has soared from $172 billion to $920 billion over the past 25 years, a healthy 7% annual growth rate. Software has become the dominant medium for engaging with...
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Report Now Tech: Digital Process Automation For Deep Workloads, Q3 2019
Forrester's Overview Of 20 DPA-Deep Providers
September 3, 2019 | Rob KoplowitzYou can use digital process automation for deep workloads (DPA-deep) to automate complex business processes, to manage dynamic cases, and as a standard low-code development platform. But to realize...
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Report Gauge Your Customer Service Maturity
Assessment: The Contact Centers For Customer Service Playbook
An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer....
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Report Agile Organizations Need Modern Governance Structures
People: The Agile Software Leadership Playbook
August 23, 2019 | Margo VisitacionResponding 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...
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Report Embrace Decentralized Decision Making, But Keep Planning Holistic
Processes: The Agile Software Leadership Playbook
August 23, 2019 | Margo VisitacionFor 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...
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Report Use Objectives And Key Results To Build A Better Strategic Product Portfolio
Benchmarks: The Agile Software Leadership Playbook
August 23, 2019 | Margo VisitacionCustomer-focused organizations continue to struggle with how to measure the impact of programs. Traditional key performance indicators (KPIs) don't give them enough visibility into portfolio...
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Report Now Tech: Strategic Portfolio Management For Agile Organizations, Q3 2019
Tools And Technology: The Agile Software Leadership Playbook
August 23, 2019 | Margo VisitacionYou can use strategic portfolio management (SPM) for Agile organizations to build enterprise road maps, prioritize product investments, and plan team capacity. But to realize these benefits, you'll...
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Report Agile Leadership Requires A Different Kind Of Business Case
Business Case: The Agile Software Leadership Playbook
August 23, 2019 | Margo VisitacionBusiness leaders want the speed of Agile to meet pressing requirements for new software. But they are reluctant to transition from the false comfort of traditional, written business cases to...
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Report The Agile Enterprise Emphasizes Practice Over Process
Vision: The Agile Software Leadership Playbook
Organizations are scrambling to deliver outstanding digital customer experiences that fuel business growth. Agile delivery practices are now mainstream, but to drive true business differentiation,...
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Report The 12 Must-Dos For Achieving Continuous Software Testing
Say Goodbye To Testing As Usual
August 14, 2019 | Diego Lo Giudice, Bill SeguinApplication development and delivery (AD&D) leaders must not forget about the importance of QA. Teams need to develop software faster, but never at the cost of lower quality. So how can teams...
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Report Modernize Core Applications With Cloud
How To Clear Three Big Hurdles Blocking Your Most Important Work Over The Next Decade
Most core software systems are too inflexible, outdated, and chaotic to give businesses the flexibility they need to win, serve, and retain customers. Application development and delivery (AD&D)...
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Report Forrester Infographic: Use Spotify To Inspire Your Agile-At-Scale Journey
August 2, 2019 | Diego Lo GiudiceNo single Agile framework or operating model fits all needs. You can't copy an Agile culture, but you can be inspired by it. Companies like Fidelity Investments, HSBC, and Roche have adapted an...
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Report Organize Your App-Dev Teams With Agile And DevOps
Organization: The Modern Application Delivery Playbook
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,...
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Report Forrester Infographic: Make Software Central To The Structure Of Innovation Delivery
July 30, 2019 | Randy HeffnerDigital turns enterprises into software businesses: Every business strategy or activity requires software. So whether your organization is disrupting markets or playing catch-up, application...
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Report Leverage Public Cloud To Accelerate Your Machine Learning Adoption In Asia Pacific
Meet The Service Ecosystem Of Machine Learning In The Public Cloud
Machine learning (ML) is at the core of the ability of artificial intelligence to drive insights-driven businesses, and public cloud is becoming increasingly important to fueling the ML engine....