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  • Report Transform The Contact Center For Customer Service Excellence

    Executive Overview: The Contact Centers For Customer Service Playbook
    March 19, 2019 | Kate Leggett

    Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

  • Report Scaling Agile: Can The Spotify Approach Work For You?

    Road Map: The Modern Application Delivery Playbook
    March 15, 2019 | Diego Lo Giudice

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

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

    Vision: The Enterprise Collaboration Playbook
    March 15, 2019 | Art Schoeller

    Businesses rely on an ecosystem that brings together networks of employees, partners, and customers to build and deliver profitable customer experiences (CXes). Keeping these disparate groups...

  • Report The Forrester Wave™: Low-Code Development Platforms For AD&D Professionals, Q1 2019

    The 13 Providers That Matter Most And How They Stack Up
    March 13, 2019 | John R. Rymer, Rob Koplowitz

    Our 28-criterion evaluation of low-code development platforms for application development and delivery (AD&D) professionals assesses the 13 most significant suppliers — Clear Software, GeneXus,...

  • Report The UK Retail Customer Experience Index, 2018

    How UK Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 12, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 UK multichannel retailers and four UK digital...

  • Report The Forrester Wave™: Digital Process Automation For Wide Deployments, Q1 2019

    The 10 Providers That Matter Most And How They Stack Up
    March 12, 2019 | Rob Koplowitz, John R. Rymer

    In our 30-criterion evaluation of digital process automation for wide deployment (DPA wide) providers, we identified the 10 most significant ones — AgilePoint, AXON Ivy, bpm'online, FlowForma,...

  • Report The France Retail Customer Experience Index, 2018

    How French Retail Brands Earn Loyalty With The Quality Of Their Experience
    March 11, 2019 | Michelle Beeson, Alex Causey

    How well do leading retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 15 French multichannel retailers and four French digital...

  • Report Now Tech: Digital Asset Management For Customer Experience, Q1 2019

    Forrester's Overview Of 33 Digital Asset Management Providers
    March 11, 2019 | Nick Barber

    You can use digital asset management (DAM) to reduce content recreation costs, increase operational efficiency, and improve rights management and compliance. But to realize these benefits, you'll...

  • Report Build A Road Map For Personal Identity And Data Management

    March 8, 2019 | Fatemeh Khatibloo

    The era of personal identity and data management (PIDM) is here, spurred by increasingly privacy-aware consumers, new privacy regulations, and a crop of Silicon Valley advocates for data ethics. To...

  • Report The Model For Modern Marketing

    The Vision Report In The Marketing Innovation Playbook
    March 8, 2019 | Shar VanBoskirk

    Companies need CMOs and their marketing teams to help drive customer-obsessed strategies. But even though they regularly interact with customers, most marketing functions still prioritize internal...

  • Report Second-Party Data Powers Customer-Focused Advertising

    Another Marketer's First-Party Data Complements And Extends Yours
    March 8, 2019 | Joanna O'Connell, Susan Bidel

    In the age of the customer, marketers require solid, reliable data upon which to build individual IDs, segment profiles, and models to reach prospects. First-party data lies at the core of these...

  • Report Gauge The Maturity Of Your Applications Portfolio And Strategy

    Assessment: The SaaS Transformation Playbook
    March 6, 2019 | Duncan Jones

    Are you evolving your business applications in the right direction quickly enough? Will outdated processes and/or lack of skills hold you back? This report and the associated online tool will help...

  • Report Create Sustainable Process Innovation

    Advanced Level: Process Practices For IT Transformation

    Technology leaders must sustainably innovate customer-focused processes to beat the competition. Customer-focused, automated design and development processes enable teams to deliver high-impact...

  • Report Assess Your Digital Experience Delivery Maturity

    Assessment: The Digital Experience Delivery Playbook
    March 6, 2019 | Mark Grannan, Nick Barber

    Application development and delivery (AD&D) professionals should assess their maturity in delivering customer-obsessed digital experience (DX) initiatives. But how? Forrester's self-assessment...

  • Report Put Customers At The Center Of Tech Processes

    Intermediate Level: Process Practices For IT Transformation

    Technology leaders at the intermediate level must advance IT with customer-focused processes that maximize value delivered. Once established practices are in place, it's time to focus on putting...

  • Report The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience
    March 4, 2019 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer...

  • Report The Future Of Department Stores: AD&D Imperatives

    The Crucial Role Of AD&D Pros To Help Department Stores Thrive In The Age Of The Customer
    March 4, 2019 | George Lawrie

    All retailers are trying to navigate the gap between profits, dividends, and technology-mediated relevance to customers. But department stores face special challenges — and a seemingly intractable...

  • Report How To Turn Process From A Hindrance To A Help

    Beginner Level: Process Practices For IT Transformation

    Technology leaders must establish customer-focused processes that maximize value delivered. Standing in their way are outdated organizational models, disconnected technology platforms, and legacy...

  • Report Build The Business Case For Cybersecurity And Privacy

    Business Case: The Cybersecurity And Privacy Playbook
    February 28, 2019 | Andras Cser, Christopher McClean

    With security and privacy breaches constantly in the news, attaining budget for cybersecurity and privacy functions is not the struggle it once was. However, it's impossible to maintain a...

  • Report Defining The Scope Of Banking Platforms

    Understand The Scope Of Vendors' Digital Banking Offerings To Make Informed Decisions
    February 28, 2019 | Jost Hoppermann

    Application development and delivery (AD&D) teams in banks need to quickly and effectively determine which banking software packages are best suited to helping their bank succeed. Conflicting,...

  • Report Digital Business Requires Agile Financial Planning

    Performance Management: The Strategic Portfolio Management Playbook
    February 28, 2019 | Margo Visitacion

    In the battle to win new customers, companies have turned to Agile practices to deliver software-based products and services that provide great customer experiences. The shift to Agile dev...

  • Report The Top Trends For Healthcare Insurers In 2019

    February 27, 2019 | Jeff Becker, Arielle Trzcinski

    In 2019, market consolidation and disruptive new entrants will force health plans to expand their core competencies if they hope to attract new members, reduce medical costs, and drive growth....

  • Report The Forrester Wave™: Real-Time Interaction Management, Q1 2019

    The 12 Providers That Matter Most And How They Stack Up
    February 27, 2019 | Rusty Warner

    In our 33-criterion evaluation of real-time interaction management (RTIM) providers, we identified the 12 most significant ones — Adobe, Certona, Emarsys, FICO, IBM, Infor, Kitewheel, Pegasystems,...

  • Report Win Funding For Your Customer Service Project

    Business Case: The Contact Centers For Customer Service Playbook
    February 26, 2019 | 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 The State Of IT Maturity, 2018

    The Benchmark Report In The IT Transformation Playbook
    February 25, 2019 | Bobby Cameron

    Forrester surveyed nearly 10,000 global business and technology decision makers to better understand what mature technology leaders are doing to meet their firms' customer-obsessed business needs....

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