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The Employee Experience Playbook For 2019

Transform The Employee Experience To Drive Business Performance

Missing from most workforce technology strategies today is an understanding of what makes employees truly engaged and productive — and how this directly affects customer experience and financial...

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  • 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 Revenge Of The Atoms

    Algorithms Plus Atoms Reshape The Age Of The Customer

    The digital world of bits empowered customers like never before. But a new era of continuous delivery, powered by AI and automation, promises to help companies regain some leverage in their...

  • Report Invest In Fresh Skills As ECM Shifts To Modern Content Platforms

    Organization: The Enterprise Content Management Playbook
    February 25, 2019 | Cheryl McKinnon

    As enterprise content management (ECM) investments shift to content services and cloud deployment models, the composition of the program team will change. Enterprise architecture (EA) professionals...

  • Report New Tech: Virtual Care, Q1 2019

    Forrester's Landscape Overview Of 36 Providers
    February 5, 2019 | Arielle Trzcinski

    Virtual care promises to transform the way we receive and deliver healthcare. This report presents an overview of the emerging vendors in the healthcare virtual care market. These vendors deliver...

  • Report Build A Digital Talent Strategy

    Beginner Level: Identify The Key Skills You Need And Build A Digital Talent Road Map

    The right people with the right digital skills are critical to successfully transforming your organization to become a digital business. This report helps digital executives identify the digital...

  • Report Maintain Your Security Edge

    Continuous Improvement: The Security Architecture And Operations Playbook
    December 6, 2018 | Heidi Shey, Jeff Pollard, Claire O'Malley

    New security objectives and approaches call for shifts in architecture and operations — but more importantly, for security leaders to reassess their investments in their most valuable asset:...

  • Report The Future Of Your Business Depends On Emerging Technology

    Use Forrester's LIFT Framework To Drive Real Differentiation
    November 16, 2018 | Brian Hopkins

    Your business depends on a continuous supply of new technology to achieve its business goals. Beginners tend to approach this demand by fitting new technology to existing business needs. Advanced...

  • Report Predictions 2019: Retail

    Global Economics, Regulators, And Brand Strategies Will Shape The Year Ahead For Retailers And Brands

    Digital business professionals, get ready now for a tumultuous 2019. The key: Put digital at the heart of your business strategy to navigate everything from global economic factors to the growth of...

  • Report Predictions 2019: Automation

    Automation Technologies Will Drive Success From The Service Desk To Customer Service And Beyond

    Automation technologies — a diverse set of technologies from robotic process automation (RPA) to business process management (BPM) to artificial intelligence (AI) and beyond — are becoming a key...

  • Report Emerging Technology Spotlight: Augmented, Virtual, And Mixed Reality

    Augmented, Virtual, And Mixed Reality Improve Employee Productivity
    October 22, 2018 | J. P. Gownder

    Augmented, virtual, and mixed (AR, VR, and MR) reality have ridden the waves of hype both up and down, but real organizations are gaining value from these technologies outside the media spotlight....

  • Report How To Fail And Not Get Fired

    Lessons From 11 Leaders On How To Turn Failure Into Success
    September 27, 2018 | Martin Gill

    We've all heard the mantra: Fail fast; fail cheap. Enterprises use a growing range of techniques — design thinking, Lean Startup, and more — to emulate the test, learn, and pivot approach endemic...

  • Report Digital Transformation Case Studies: How 23 Companies Redesigned Their Business

    Examine Other Industries' Innovation Methods To Inform Your Transformation Strategy
    August 27, 2018 | Martin Gill

    Business leaders in every industry are launching initiatives to digitally transform their business. The task is daunting and has no clear path to success. Explore these 23 case studies —...

  • Report How Federated Digital Teams Drive Pace At Scale

    Organization: The Digital Experience Delivery Playbook
    August 27, 2018 | Martin Gill, Mark Grannan

    The explosion of devices, platforms, and channels means digital experience leaders face unprecedented complexity. And in a multibrand, multiregion, multiproduct business, it's easy to see why the...

  • Report Implement Essential Change Management Practices To Improve Digital Experience Delivery

    Continuous Improvement: The Digital Experience Delivery Playbook
    August 8, 2018 | Mark Grannan

    So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now, you must create...

  • Report Five Practices To Succeed With Your Retail eCommerce Strategy

    Processes: The Retail eCommerce Playbook
    July 25, 2018 | Sucharita Kodali

    Retail eCommerce has over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report helps...

  • Report Empower Autonomous Teams To Accelerate Digital Delivery

    Speed Digital Delivery With More, Not Less, Structure
    July 20, 2018 | Martin Gill

    Digital business leaders know speed of execution is vital. They also know they need to empower cross-functional teams to innovate, delegating decisions to those as close to the customer as...

  • Report The Future Of Work: Intelligent Machines Whispering To Your Employees

    Employ Everyday AI And Digital Colleagues To Drive Business Value Today And Into The Future
    July 17, 2018 | J. P. Gownder

    Increasingly, intelligent machines — ranging from artificial intelligence to intelligent assistants to RPA bots and beyond — are working side by side with employees to solve business problems. Most...

  • Report Now Tech: Enterprise Service Management Providers, Q3 2018

    Forrester's Overview Of 22 ESM Providers
    July 6, 2018 | Charles Betz

    Enterprise service management (ESM) offerings provide user access to enterprise business and IT services, enable creation of new solution and support workflows, and improve visibility into overall...

  • Report Top Research For CIOs: Q1 2018

    Tap New Tech And Talent To Innovate Fast
    February 28, 2018 | Matthew Guarini

    Today's CIOs face the opportunity of a lifetime — to take the reins of technology-driven innovation for their organizations and make chief digital officers (CDOs) obsolete. This report highlights...

  • Report The Key Characteristics Of Great Digital Business Leaders

    How Savvy Digital Business Leaders Balance Strategy, Governance, And Execution
    February 15, 2018 | Martin Gill

    Digital leaders are evolving. Yesterday's eBusiness leaders have grown into today's digital business leaders, and their focus has changed with it. They wield increasing power and, like Spider-Man,...

  • Report Digital Store Processes Hinge On Associate Productivity

    Processes: The Digital Store Playbook
    January 24, 2018 | Ananda Chakravarty

    The store is rapidly changing: Customers now shop online across a range of devices, scan products from their smartphone in the store, and have their online order delivered to their car as they pull...

  • Report Assess CRM Capabilities To Pinpoint Opportunities

    Use Forrester's Best Practices Framework For CRM Success
    September 12, 2017 | Kate Leggett

    This report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and...

  • Webinar How To Successfully Hire And Staff For Your Digital Business

    May 17, 2017 | Danielle Jessee

    This webinar reviews trends in how digital-savvy teams are organizing, operating, and collaborating. We also uncover staffing benchmarks, such as “how much headcount should you...

  • Report The Digital Employee Experience Drives Engagement And Productivity

    Employees Need A Consumer-Grade Environment To Connect With Work
    April 14, 2017 | Paul D. Hamerman, Claire Schooley

    In the digital age, the workforce expects a technology-driven employee experience that reflects the level of innovation in consumer-grade customer experiences. Employees can benefit from an...