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  • Customer Experience Management
  • Bobby Cameron

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  • Forum Digital Transformation & Innovation 2019

    Master Tech-Driven Transformation
    May 14, 2019 | Chicago | Liz Herbert, Matthew Guarini, Brian Hopkins

    The lure of digital transformation Much of the allure of digital transformation was in its promise of leading market disruption and innovation. If you added a few emerging technologies here,...

  • Report Understand Four Key Factors To Define Your Future Adaptive Ops Model

    Poorly Designed IT Operating Models Are The Primary Cause Of Failed Business Transformations
    March 4, 2019 | Gordon Barnett, Bobby Cameron

    The quest for customer obsession is arduous — littered with obstacles that impede progress. Those firms that have obtained the highest levels of customer obsession have done so by adopting a...

  • Report Real-Time Is The Next Evolution In CX Success

    Build Real-Time Capabilities That Allow Your Business To Move At The Customer's Speed
    December 17, 2018 | Bobby Cameron

    Companies striving to be customer-obsessed are running into customer experience (CX) roadblocks. Customer Experience Index (CX Index™) scores are not improving; instead, Forrester finds them to be...

  • Report CIOs At Firms With Great CX Are Different

    Their First Priority Is Their Company's Customers
    March 8, 2018 | Bobby Cameron

    Forrester's Customer Experience Index (CX Index™) predicts customer loyalty. CMOs work hard to improve CX because better CX drives revenue. We interviewed CIOs from firms with high CX Index scores...

  • 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...

  • Report Four Critical Steps To Create A Culture Of Innovation

    December 4, 2017 | Bobby Cameron

    Innovation sits at the top of CIOs' priorities, but it will be ineffective if the principles of innovation are not embedded in your team's DNA. The challenge is twofold. First, many technology...

  • Report The Top 10 Technology Trends To Watch: 2018 To 2020

    Ten Trends Will Help You Maximize The Value Of Business Technology

    Maximizing the value of your business technology investments requires an understanding of trends — not just as interesting reading but as vital clues to your firm's future success and, possibly,...

  • Report Gauge Your IT Maturity

    Assessment: The IT Transformation Playbook
    September 25, 2017 | Bobby Cameron, Sharyn Leaver, Laura Koetzle

    The age of the customer sets the context for technology-based transformation. But what specific steps will optimize the business value of technology? How can you use technology to win, serve, and...